IT Senior Support Manager

Keywords Studios

Agences de design

20092 Cinisello Balsamo, Lombardia - Italien

Responsable d'équipe

Experteer Overview

In this IT Support Manager role, you lead first- and second-line IT support across Keywords Studios’ studios worldwide, following a follow-the-sun model. You will build and manage local support teams, align with global IT policies, and drive service quality and automation to improve end-user experiences. The position partners with IT, security, and business leaders to enable continuous, high-quality IT services for internal users. You will report to the Global Service Delivery Director and contribute to a culture of innovation and learning.

Responsabilités

Create a location strategy for 24/7 IT support aligned to a follow-the-sun model
Lead and upskill local IT support teams, ensuring ITIL-aligned service delivery and strong user experience
Manage local IT operations to meet SLAs and ensure asset maintenance
Collaborate with global IT support to standardize policies and metrics
Drive delivery of IT projects (infrastructure, software, hardware) with other IT teams
Provide weekly/monthly performance metrics and trends analysis for continuous improvement
Manage supplier relationships and renew SLAs/contracts as needed
Ensure compliance with workplace, health, safety, and environmental regulations
Foster a culture of innovation and learning across the organization
Report progress to senior management and stakeholders

Principales exigences

Significant experience in a business services environment, ideally in video games development or a technical development setting
Strong leadership and team development abilities
Proven knowledge of first- and second-line support operations
Solid understanding of ServiceNow and current industry trends
Excellent relationship-building and stakeholder management skills
Ability to operate in a matrix management environment
Strong communication and interpersonal skills with diverse stakeholders
Analytical and problem-solving skills with data-driven decision making
Budget and financial resource management experience
Customer service orientation with focus on quality of internal services

leadership communication relationship-building ServiceNow ITIL Knowledge Management

Description du poste

In this IT Support Manager role, you lead first- and second-line IT support across Keywords Studios’ studios worldwide, following a follow-t…

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