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IT Support Manager
Posted on 1/18/2023
New York, NY, USA
Experience Level
  • On-site contact for technical operations and support of all production and development environments
  • Taking ownership of the ticket queue, including supervising SLAs
  • Must work jointly with development groups to assess their support needs to identify and deliver the resources required to meet high-reaching goals
  • Ensure all client requests and operational problems are update/resolved within a timely manner
  • Passionate about delivering outstanding client experience and support
  • Inquisitiveness and ambition towards looking for opportunities to automate and improve service delivery
  • Enjoys working in a fast-paced environment with the ability to change priorities on the fly
  • Assist with employee on-boarding ensuring new staff is ready to work on day one
  • Document standard practices and processes
  • Customer engagement & training
  • Help train and mentor junior members of the team
  • Triage Tier-3 sophisticated tickets
  • Partner engagement to provide white-glove service to executive and leadership staff
  • Assist in implementing and supporting exciting new technology initiatives as well oversea relevant projects
  • Maintain inventory/asset management for company provided equipment and software
  • Assist with audio/visual hardware setup and break down, along with conference rooms and video conferences
  • Assist with offsite events including setup, event support, and teardown
  • Able to work independently and respond promptly is vital, sometimes including after hours and on weekends. Reachable by mobile in the event of an emergency
  • Some travel within the US may be required
  • 6-8 years' experience with the Windows 10, MacOS, Microsoft Office 365, Active Directory and Exchange, TCP/IP based networks (including DHCP, DNS, etc.), installation and maintenance of workstations and infrastructure hardware
  • 2-3 years experience leading or managing a team
  • Experience engaging with partners and executive staff
  • Operating System configuration, management, and support for desktop/laptop and server
  • Basics of infrastructure network and storage devices (Meraki, Nutanix, Netapp)
  • Experience using Okta or similar SAML and Two-Factor Authentication solutions
  • Familiar with using SCCM for Desktop OS deployment and software management
  • Computer Hardware: Desktops, Laptops, Mobile devices, tablets, and a wide variety of devices and peripherals
  • Productivity Tools: MS Office, Video Conferencing (Zoom), Slack
  • Remote Work Solutions: VPN, VDI (Horizon View)
  • Security: Solid grasp of security standards and methodologies
  • PowerShell and scripting experience
  • Conference Room and AV technology experience
  • ServiceNow helpdesk ticket system experience
  • Superb communication, team skills, and proactive communicator with customer service demeanor and focus on delivering excellent end-user experience
  • Attention to detail and high degree of accuracy in recording and reporting
  • Ability to communicate optimally with end users to successfully resolve queries and problems and translate technical information and jargon for a non-technical audience
  • A real passion for video games and the industry!
Desired Qualifications
  • Games Consoles: A good knowledge of current gen consoles (Xbox Series X, PS5, Nintendo Switch, PC). Knowledge of development kits is a plus
Take Two
Game publisher