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Director IT Site Support EMEA

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

This Director IT Site Support (EMEA) position will lead the IT site support function at all 2K sites within the EMEA region, and is a senior leadership role within 2K Tech’s Global Support organisation.

Leading a multi-national team of IT Site Support personnel and Systems Administrators with responsibility for onsite tech needs at seven sites across the EMEA region.

Working with the Head of Global Support, you will own the IT Support function across EMEA sites with responsibility for onsite IT Support. Comfortable diving into technical issues while putting the customer's experience at the forefront.

What You Will Do

• Responsible for Support team management, including hiring, improving productivity, allocating and utilising resources efficiently, motivating teams, and leading attrition and training.
• Mentor, lead and grow a support team across multiple locations. Currently seven sites and growing; Dublin, Brighton, Bruno, Prague, Budapest, Valencia and Madrid.
• Ensure escalated issues are resolved quickly with high customer satisfaction engaging with customers as needed.
• Collaborate with Engineering, Operations, Network and Security teams to rapidly resolve customer issues.
• 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 to our Headquarters for current processes and tools, and identify areas of improvement across the support organisation.
• Lead planning, projects, training and onsite implementations across all of our EMEA sites.
• Point of escalation for any unresolved support tickets.

What Will Make You A Great Fit

A multifaceted leader with global service organisation experience, who can be “hands-on” whilst understanding the bigger picture. A strong problem solver, effectively utilising data and demonstrating a depth of knowledge across technology. Balancing strategic vision, thought leadership, execution excellence and continuous improvement. Leading an IT Support and Systems Admin team responsible for onsite tech needs across our seven EMEA sites. As the “voice of EMEA,” you will spot trends and turn them into broader change programs, inspiring and growing an excellent team.

• 8+ years building and leading IT support teams, preferably but not necessarily in the gaming space.
• 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 key performance indicators.
• Exceptional project management and prioritisation skills in a fast-paced, constantly evolving environment.
• Experience across operating systems, hardware, software and platforms (ex Jira, Confluence, Slack, ServiceNow, O365, GSuite, AirWatch, iOS, Android, Windows, macOS).
• BSc in computer engineering or equivalent.
• Knowledge of gaming industry terms and standards is nice to have.
• General understanding of/experience with network protocols, server room/data centre management and/or security standard methodologies is a plus.
• Certifications (MCSE, CCNA, CompTIA Network+) are a benefit.
• Technically not a "skill", but, you are comfortable with working hours 10am-6:30pm enabling greater connection with our US HQ.

Bonus Points

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.