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Director IT Service Delivery
1 year ago
WHO WE ARE
Founded in 2005, 2K Games is a global video game company, publishing titles developed by some of the most influential game development studios in the world. Our studios responsible for developing 2K’s portfolio of world-class games across multiple platforms, include Visual Concepts, Firaxis, Hangar 13, CatDaddy, Cloud Chamber, and HB Studios. Our portfolio of titles is expanding due to our global strategic plan, building and acquiring exciting studios whose content continues to inspire all of us! 2K publishes titles in today’s most popular gaming genres, including sports, shooters, action, role-playing, strategy, casual, and family entertainment.
Our team of engineers, marketers, artists, writers, data scientists, producers, thinkers and doers, are the professional publishing stewards of our growing library of critically-acclaimed franchises such as NBA 2K, Battleborn, BioShock, Borderlands, The Darkness, Mafia, Sid Meier’s Civilization, WWE 2K, and XCOM.
At 2K, we pride ourselves on creating an inclusive work environment, which means encouraging our teams to Come as You Are and do your best work! We are dedicated to diversity and inclusion, and want our community of candidates to reflect this commitment. We encourage all qualified applicants to explore our global positions.
2K is headquartered in Novato, California and is a wholly owned label of Take-Two Interactive Software, Inc. (NASDAQ: TTWO).
WHAT WE NEED
The Director, IT Service Delivery will be responsible for building the service delivery function for 2K, and will be a senior leader within 2K Tech’s Global Support organization.
Working with the Head of Global Support, you will lead a multi-national team of IT Support 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
- Responsible for Support Desk team management, including hiring diverse talent, improving productivity, allocating and applying resources efficiently, motivating teams, and handling attrition and training.
- Build and socialize comprehensive service catalog of support offerings.
- Mentor, lead and grow a support team across multiple locations. Currently 15 sites, 3 continents and growing.
- 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.
- 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” whilst 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 in gaming space.
- 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+ Tier 1-3 Technical Support System Administrators.
- 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
- Experience across operating systems, hardware, software and platforms (ex Jira, Confluence, Slack, O365, Google Workplace, AirWatch, iOS, Android, Windows, macOS)
- BS in computer engineering or equivalent
- 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
- Technically not a "skill", but, you are comfortable with working hours 10am-6:30pm enabling greater connection with our US HQ.
As an equal opportunity employer, we are committed to ensuring that qualified individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform their essential job functions, and to receive other benefits and privileges of employment. Please contact us if you need reasonable accommodation.
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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