Requirements: English
Company: Keywords Studios
Region: Katowice , Silesian Voivodeship
technologies-expected : ServiceNow about-project : We are seeking a highly skilled and experienced IT Support Managers to oversee first and second line support across our studios, globally. This will be via a follow-the-sun model across the time zones to allow a continuous escalation point for the business. The successful candidates will be responsible for overseeing the delivery of IT Support across our locations in a collaborative manner, 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 communication and leadership skills, who is looking to make an impact within a fast-paced and dynamic environment. This role reports to the Global Service Delivery Director and will involve working closely with colleagues to deliver a seamless service to our users. responsibilities : Create a location strategy for Support taking into consideration the need for 24/7 support that follows the sun Drive an automation first, shift left mentality working across all IT teams Create a strategy for centralized Service Desks for first line support Align with the ITSM and ServiceNow teams to ensure standard ways of working and driving investment from the tool Utilize Knowledge Management to drive forth automation 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 requirements-expected : A strong command of English and German (at least B2 level) 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 Excellent relationship building skills Ability to work in a matrix management environment 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 Ability to manage budgets and financial resources effectively, identifying opportunities for cost savings and efficiencies Strong customer service orientation, with a focus on delivering high-quality services to employees and stakeholders offered : Medical package MyBenefit Cafeteria Platform Employee Assistance Program Parking space No Dress Code Free hot and cold beverages Chill zone benefits : private medical care remote work opportunities fruits integration events corporate gym corporate library no dress code video games at work coffee / tea drinks parking space for employees leisure zone employee referral program charity initiatives MyBenefit Cafeteria Platform WellBee Platform