Technology Support Supervisor

General Summary

At LAIKA, we craft distinctive animated films through a blend of artistry and innovation.

The Technology Support Supervisor is responsible for supporting the end users of LAIKA’s technical systems and tools and ensuring adoption and consistent use across the studio. This position supervises Mac, Windows, and Linux systems administrators, and works collaboratively with artists, technicians, and business leaders to address challenges, identify opportunities, and ensure production efficiency. 

Job Functions

• Supervise technology support staff, working with them to develop their skills and careers, and ensure that they have the tools and resources needed to deliver impactful service.
• Develop and improve key performance indicators, metrics, and ticket workflows by effectively using team resources. 
• Manage the continued improvement of policy and technical documentation. 
• Manage complex technology projects through their completion. 
• Ensure technical systems and tools are planned and budgeted, and consistently deployed, adopted, and utilized across the studio.  
• Work with supervisors and leads in Support Engineering to provide a unified response to emerging issues. 
• Coordinate cross-disciplined work between Support Engineering, Admin Services, and other service groups at the studio and work with production leadership to ensure effective communication and service delivery. 
• Develop methods to manage support response through standardization, while prioritizing production requirements. 

Qualifications

• 5+ years’ experience in an enterprise technical customer support role with a strong knowledge of general IT and software development concepts.  
• 3+ years’ experience in a management or supervisory role. 
• Familiarity with Mac, Windows, Linux operating systems, and enterprise data networking devices and concepts. 
• Experience in the media and entertainment industry, a plus. 
• Demonstrated strong written and verbal communication skills. 
• Well-organized with strong project management skills. 
• Demonstrated advanced problem-solving and analytical skills. 
• Ability to work independently and collaboratively at all levels of the organization. 
• Adaptable and capable of effectively managing change and communicating requirements in a fast-changing environment. 

Physical Demands and Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical demands: While performing the duties of this job, the employee is required to walk; stand; sit; use hands to operate standard office equipment; reach with hands and arms; balance; stoop; talk or hear both in person and by telephone. The employee must lift and/or move up to 15 pounds. Vision abilities include close vision, distance vision, and the ability to adjust focus.
• Work environment: While performing the duties of this job, the employee works under typical office conditions and is exposed to variable indoor temperatures. The noise level is usually quiet or moderate.

Location

On-site in Hillsboro, ORand eligible for hybrid work.

Salary

Salary is commensurate with skills and experience.