Customer Support Lead

Sumo Digital
Sumo Leamington Spa
18 days ago
About Sumo Leamington

Established in 2019, Sumo Leamington is led by a team of industry veterans with a wealth of experience in the games industry.

With three core specialisms: service-based games, free to play titles and mobile, the team at Sumo Leamington are focussed on creating games which players keep coming back to – day after day, year after year.

As winners of the TIGA Star Employment Award for 2021, recipients of the GI Biz 2020 Best Places to Work Award and listed as one of the UK’s 100 Best Large Companies to Work for in 2021, Sumo Digital has enjoyed 18 years of stability and growth since its formation in 2003 and continues to strive for excellence across every single project.

The team at Sumo Leamington is growing, and we’re looking for the industry’s brightest stars to help bring a series of incredible projects to life.


· Responsible for managing and mentoring the UK based support staff.

· Be a point of escalation within the team for incidents and service requests.

· Assisting with the automation and scripting of deployment of software and hardware.

· Responsible for keeping up to date and testing new technologies to ensure we are always running on the state-of-the-art technology.

· Overall responsible for configuration and deployment of IT end user equipment and software.

· Provide Weekly & monthly end user estate health reports to the Head of Service Delivery.

· Working closely with engineering and security to enhance automation.

· 3-month success plan will include but not limited to; understanding the business and its needs and reviewing policies and procedures to ensure continual service improvements are made.

· Identify patterns and trends within incident and service requests.

· Be a point of technical escalation for the purchasing team.


· Previous experience in People management

· Automation & Scripting

· Strong hands-on technical experience

· ITIL Awareness

· Managing end user devices

· Global End user management


· Excellent written and verbal communication

· Strong organizational skills

· Prioritization skills


· Know-how and skill

· Problem solving

· Communication

· Influence & Impact

· Resource Accountability



Occasional UK and worldwide travel will be required

What We Offer:

· Annual Bonus & Annual Salary Reviews

· Electric Car Scheme

· Salary Sacrifice Pension Scheme

· Flexible Working

· 27 Days Holiday, including your birthday a duvet day and Christmas

· Holiday ‘buy and sell’ scheme

· Access to 4,000 Udemy Courses, The Gnomen Workshop, GDC Vault and more

· Enhanced Mat/Paternity & Adoption pay

· Free Life Assurance - 4x Salary

· Free Income Protection Scheme -up to 75%

· Free Dental Insurance

· Supportive Employee Assistance Programme with confidential 24/7/365 helpline & app

· Access remote GP, Mental Health, Physio appointments & medical second opinions

· Additional flexible benefits scheme

· Cycle to Work Scheme

· Mental Health First Aiders

· Payroll Giving Scheme

· Game & Book Libraries

· Long service & project completion awards

· Wrap Parties

· Alternative Travel Prize Draw

· The Sumo GameJam

· Great family events

· Studio clubs, inc. running, board games, film…

· Life Drawing

· Yoga Classes

· Free fruit and drinks

· Employee Referral Bonus

· Career Development

Where do we stand on diversity?

At Sumo, we want to enable everyone to bring their full, authentic selves to work every single day. We acknowledge that the games industry is far from perfect and a global organisation with people all over the world, from all kinds of backgrounds, we know it’s part of our duty to provide everyone at Sumo with a safe, accepting and affirming working environment.

We encourage and welcome applicants from all backgrounds.

More about Sumo Leamington:

Sumo Leamington is situated just outside of the town centre and was recently awarded the Games Industry BIZ Best Diversity Award – a testament to its ongoing commitment to creating a home for everyone. The Studio features many onsite facilities – everything needed for the team to create the world’s best games!

Ranked the happiest town to live in two official polls, Leamington Spa is a hidden gem nestled amongst the stunning countryside of Warwickshire and remains a hotspot for talented individuals and creative minds within the games industry. Those living in Leamington Spa can enjoy:

o Local attractions such as Jepson Gardens and the Royal Pump Rooms

o A rich and diverse culture

o An expansive history and stunning architecture

o Picturesque scenery, outstanding gardens and walking routes

o Beautiful museums and galleries

More about Sumo Digital:

Sumo Digital is an award-winning international family of studios. Recent releases from Sumo Digital studios include: BAFTA-Award winning Sackboy: A Big Adventure, Hood: Outlaws & Legends, Control Ultimate Edition on Google Stadia, Apple Arcade Award-winning Little Orpheus, Hot Shot Racing, WST Snooker and Spyder.

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