IT Support Manager/Lead

At Keywords, we are using our passion for games, technology and media to create a global services platform for video games and beyond. Our aim is to become the “go to” provider of technical services.  

We enable leading content creators and publishers to leverage our expertise and capacity across the lifecycle of interactive content. In so doing we empower our clients to remain lean and agile, and to focus on creating the most engaging experiences. 

Right now, we are seeking a technically skilled and experienced IT Support Manager to oversee first and second line support in Poland.   

The successful candidate will be responsible for overseeing the delivery of IT Support across our locations in a collaborative manner with other Support Managers, whilst ensuring our team is providing an efficient and effective service to our internal users.  

This is an excellent opportunity for an experienced IT Support Lead or Manager with excellent technical, communication and leadership skills, who is looking to make an impact within a fast-paced and dynamic environment. 

• Fluency in English and Polish is a must! German – nice to have 

• Strong technical background in IT role, delivering end user infrastructure, applications and IT service support 

• Significant experience within a business services environment and ideally video games development and/or working in a highly technical development environment. 

• Excellent leadership and management skills, with experience leading and developing teams of professionals.  

• Strong knowledge of first- and second-line support operations. 

• Strong knowledge of ServiceNow and industry trends. 

• Strong general knowledge of the Microsoft Stack, networking, AD, M365, Intune 

• Google Workspace experience - nice to have 

• Ability to explain complex systems in non-technical terms 
• Excellent communication and interpersonal skills, with the ability to work effectively with a diverse range of stakeholders.  
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions and manage complex projects.  
• Strong customer service orientation, with a focus on delivering high-quality services to employees and stakeholders. 
• Technically skilled, as the successful applicant will need to get involved as required. 

Duties and Responsibilities 

• Ensure the Support team is able to provide the services required by both the local studio(s) and the Global Keywords Studios globally. 

• Drive an automation first, shift left mentality working across all IT teams. 

• Align with the ITSM and ServiceNow teams to ensure standard ways of working and driving investment from the tool. 

• Utilise Knowledge Management to drive forth automation. 

 Full scope of tasks including but not limited to:  

• Manage and develop the local IT support teams, ensuring that all employees are trained and upskilled to deliver a professional IT support service to our internal users and adhere to ITIL standards where applicable. 

• Manage all local IT support operations to ensure that SLAs are met and that our internal users are provided with an exceptional user experience. 

• Collaborate with global IT support teams to ensure global IT policies and standards are consistently implemented and measured. 

• Collaborate with other IT teams to manage the delivery of IT projects, including new infrastructure, software and hardware. 

• Deliver weekly and monthly metrics on support operations and incidents, including analysis of trends to identify opportunities for continuous improvement. 

• Ensure that all IT assets in the local offices are managed and maintained to a high standard. 

• Proactively manage relationships with suppliers and partners ensuring service level agreements and contracts are maintained and renewed as required. 

• Provide regular progress reports to senior management and stakeholders 

• Ensure compliance with all relevant regulations and legislation related to workplace services, health and safety, and environmental management.  

• Collaborate with other senior leaders and stakeholders to build a strong culture of innovation, continuous improvement, and learning across the organization. 

Private Medical Care

EAP system for supporting Employees

Cafeteria System

Leisure Zones in the office

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