IT Support Team Lead
Posted on 1/24/2024
Keywords Studios

5,001-10,000 employees

Global video game industry services provider
Company Overview
Keywords Studios stands out in the global video games industry by offering a comprehensive suite of services, including art creation, game development, and localization, which are bolstered by a significant workforce of over 12,000 professionals distributed across a network of international facilities. The company's ability to collaborate closely with industry giants on major projects, such as the launch of a groundbreaking new game universe, demonstrates its capacity for high-level partnership and execution. Keywords Studios' commitment to supporting games across multiple platforms and languages positions it as a versatile and essential partner for developers and publishers seeking to navigate the complexities of the global gaming market.

Company Stage


Total Funding





, Ireland

Growth & Insights

6 month growth


1 year growth


2 year growth

Ottawa, ON, Canada
Experience Level
Desired Skills
Customer Service
IT & Security
  • Global experience within a business services environment
  • Strong knowledge of first and second line support operations
  • Strong knowledge of ServiceNow and industry trends
  • Ability to work in a matrix management environment
  • Proven experience in managing a high-performing customer service or support team
  • Excellent written and verbal communication skills
  • Passion for gaming and the gaming industry
  • Ability to adapt to changing priorities and work in a fast-paced environment
  • Excellent problem-solving and conflict resolution skills
  • Strong customer service orientation, with a focus on delivering high-quality services to employees and stakeholders
  • 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 up-to-date 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
Desired Qualifications
  • Experience in video games development and/or working in a highly technical development environment