Director, Customer Lifecycle and Support Services
6 days ago
WHO WE ARE
2K develops and publishes some of the most popular video game franchises in the world including NBA 2K, Borderlands, BioShock, Mafia, Sid Meier's Civilization and more. 2K Tech builds, supervises and maintains our corporate and production infrastructure that our fans need to play our games. We are professionals in systems, networks, cloud technology and security. Our teams maintain the enterprise and development technology stacks that run our company and support our gamers. 2K Tech operates globally to ensure a consistent and outstanding experience for the entirety of the 2K's ecosystem.
WHAT WE NEED
The Director, Customer Lifecycle and Support Services will be responsible for enhancing the customer lifecycle including building the Service Desk, identity and hardware management and other support processes and functions for Take-Two Interactive. You will be a senior leader within the Global IT organization.
Working with the leadership team, you will manage a multi-national team of IT personnel who are responsible for the tech needs for game developers across the world. A strong candidate will need to be very comfortable diving into technical issues while putting the customer's experience at the forefront.
WHAT YOU WILL DO
Drive improvements to the employee experience lifecycle and support services to enable growth and revenue creation for our global business.
Responsible for Global Service Desk team management, including hiring diverse talent, improving productivity, allocating and applying resources efficiently, motivating teams, and handling attrition and training across multiple locations.
Leverage ServiceNow to build out world-class processes for incident, request, knowledgebase and the self-service portal for our global company.
Lead centralized access management team focusing on processes around onboarding, changes and offboarding for employees, contractors and vendors. Partner with other IT and business teams to improve processes and automation as a part of the strategy. Measure success with data.
Drive improvements to current and future support chatbot solutions.
Create and tune dashboards and reports surfacing important metrics to identify and improve support processes.
Measure global IT support with enterprise support experience surveys
Accountable for asset management responsibilities
Collaborate with IT service owners and internal business partners to identify and evolve service needs.
Ensure any escalated issues are resolved quickly with high customer satisfaction and engage with customers when needed.
Collaborate with Technical Infrastructure and Security teams to resolve customer issues rapidly.
Speed up resolution times through accountability, enablement, launching tools, and building the right processes.
Lead enterprise support communications
Drive daily issue management success from detection to resolution and dissatisfaction issues for users leading to ongoing enhanced customer experiences.
Evaluate and provide strategic feedback and critical metrics to development studios regarding current processes and tools to identify areas of improvement across the support organization.
Lead all support desk planning, projects, training and onsite implementations.
Point of escalation for any support tickets that are not resolved in a timely manner.
WHO WE THINK WILL BE A GREAT FIT
In this role, you will be a multifaceted leader with global service organization experience, who can be “hands-on” while understanding the bigger picture. You will be able to use data effectively, be a strong problem solver and be able to demonstrate a depth of knowledge across technology. You'll balance strategic vision, thought leadership, execution excellence, continuous improvement and providing leadership to a team of IT Support personnel. You will spot trends and turn them into broader change programs, and you'll inspire and grow an excellent team.
8+ years building and running global customer support teams, preferably with experience in gaming, media or technology sectors.
Strong executive presence and communication skills, with ability to engage and influence senior executives.
Outstanding team management, coaching and mentoring skills.
Experience leading a distributed team of 10+ Technical Support System Administrators.
Experience with vendor management and global contingent workforce management.
Lead Support operations and measure success through customer support metrics and KPIs.
Exceptional project management and prioritization skills in a fast-paced, constantly evolving environment
5+ years of experience with ServiceNow or similar platform
Experience across operating systems, hardware, software and platforms (ex Jira, Confluence, Slack, O365, Google Workplace, Jamf, AirWatch, iOS, Android, Windows, macOS)
BS in computer science, engineering or relevant experience
Knowledge of gaming industry terms and standards is a plus
General understanding of/experience with network protocols, server room/data center management and/or security standard methodologies is a plus
Some type of credentialing (MCSE, CCNA, CompTIA Network+) is a plus
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
The pay range for this position in California at the start of employment is expected to be between $150,000 and $220,000 per Year. However, base pay offered is based on market location, and may vary further depending on individualized factors for job candidates, such as job-related knowledge, skills, experience, and other objective business considerations. Subject to those same considerations, the total compensation package for this position may also include other elements, including a bonus and/or equity awards, in addition to a full range of medical, financial, and/or other benefits. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an 'at-will position' and the company reserves the right to modify base salary (as well as any other discretionary payment or compensation or benefit program) at any time, including for reasons related to individual performance, company or individual department/team performance, and market factors.
Please note that 2K Games and its studios never uses instant messaging apps or personal email accounts to contact prospective employees or conduct interviews and when emailing, only use 2K.com accounts.
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