IT Support Team Lead - Ottawa, Canada - Keywords Studios

Keywords Studios

Verified Company

Ottawa, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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.

Responsibilities:

Lead the support bar team, providing guidance, coaching, and mentoring to team members.
Work collaboratively with the rest of the Service Delivery team to ensure a seamless and efficient support experience for employees.
Act as the main point of escalation for complex support issues.
Analyze and report on key performance indicators to both the support team and senior management.
Develop and maintain excellent relationships with our employees, providing personalized and empathetic support.
Stay uptodate with industry developments and use this knowledge to improve support processes and procedures.
Manage the support bar schedule, staffing levels, and workload distribution to ensure optimal coverage.
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.
Ensure that all IT assets in the local office 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.
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:

Global experience within a business services environment and ideally video games development and/or working in a highly technical development environment.
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.
Proven experience in managing a highperforming customer service or support team.
Strong leadership and people management skills.
Excellent written and verbal communication skills.
Ability to analyze, interpret, and report on complex data.
Passion for gaming and the gaming industry.
Ability to adapt to changing priorities and work in a fastpaced environment.
Excellent problemsolving and conflict resolution skills.
Strong customer service orientation, with a focus on delivering highquality services to employees and stakeholders.

Benefits

Our employees are our most valuable resource; therefore we provide them with a competitive compensation package commensurate with skills and experience, excellent benefits, high level of job satisfaction and a casual and fun work environment.

Keywords International is dedicated to following a wellestablished Equal Opportunities Policy. We endeavour to create a workplace which provides for equal opportunities for all employees and potential employees._

Role Information:

EN

Studio:
Keywords Studios

Location:
Americas, Canada, Ottawa

Area of Work:
IT & Infosec

Service:
Support Services

Employment Type:
Full Time, Permanent

Working Pattern:
In-office