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EMEA+ Frontline IT Supervisor

As Frontline Supervisor, you'll lead Riot Games' EMEA+ IT Support Technicians, supporting 11 offices across the region - taking responsibility for their continued service and technical growth whilst designing and maintaining the internal IT processes and media systems that rescue European Rioters in technical distress, no matter their physical location, you will be based in the Dublin office.

You will oversee the following areas for EMEA+, reporting to Manager, Workplace Experience, EMEA+:

• Corp IT Frontline Operations
• People Manager to the wider EMEA IT team
• Special Projects

Responsibilities:

• Oversee Frontline IT operations across the region on a daily basis
• Management and development of a team of 9 IT Support Technicians
• Manage results and maintaining SLA's across the team
• You will ensure IT Rioters are present to heed the call when a colleague's in technical distress across 11 offices and 4 time zones. (circa 400 Rioters). You know that leading a team is only part of your job, so your technical expertise covers all Rioters' IT needs - including desktop, application support and media systems.
• Reinforce and engineer the future of Riot's Frontline Support team.
• You'll deliver high-quality service that enables Rioters focus on delivering awesome player experiences. As a player and Frontline Supervisor, you have a unique perspective on how technological wizardry enables virtual wizardry and keep a foot in both realms
• You will have a knowledge on how a successful IT support org is only possible with a service-oriented team across multiple offices and time zones; your excellent coaching, mentoring, and help you develop teams, while resolving any potential conflicts that arise.
• Your hands-on technical expertise will help you evaluate, improve, and craft improved IT interactions that thwart technical difficulties that sever our connection with our players.
• You are an expert problem-solver who can address major issues that threaten Rioters, players, or services, whether it is people, process, or technology related.
• You will sound the alarm and call in reinforcements to address major issues that threaten Riot's people, players, or services; stand at the point of escalation when trouble pops up and throw it back into the void from whence it came, making decisions.

You communicate easily in the most appropriate medium, be it email, hallway conversation or messenger pigeon; you will communicate with all EMEA+ Rioters, including leadership, to provide key updates and ensure compliance with Riot Games' standards and security policies.

Required Qualifications:

• Minimum 5+ years experience supporting Microsoft Windows, OSX 10.10 and higher users; your technical experience is broad, including VoIP troubleshooting, Windows and OSX security fundamentals, networking (Juniper/Cisco), LAN/WAN, Active Directory, SCCM, AWS, GMail, Google Apps., JIRA, and Confluence – just to name a few
• You will need to be adaptable, and committed in your pursuit of developing new techniques that give us the ability to automate and scale, while growing in your particular area of expertise.
• Minimum 3 years of experience leading and developing a technical team

For this role, you'll find success through craft expertise, a collaborative spirit, and choices that focus on your fellow Rioters, who are the customers of your work. Being a dedicated fan of games is not necessary for this position!

Our Perks:

We offer medical and dental plans that cover you, your spouse/domestic partner, and children. Life insurance, parental leave, plus short-term and long-term disability coverage are also available. Riot will support your retirement benefits with a company match, and double down on your donations of time and money to non-profit charitable organizations. Balance between work and personal life is encouraged with open paid time off, and a play fund so you can broaden and deepen your personal relationship with games.

Let's Thrive Together:

Because together we are better and we know that fresh, diverse and varied perspectives will make us better at what we do, so however you identify and whatever background you bring with you, we're excited to hear from you. Don't be discouraged if you feel you don't meet every one of the requirements for a role, there's always room for growth at Riot. If you spot a role to make you want to jump out of bed in the morning, we are waiting to hear from you! Don't forget to include a resume. We receive many applications, but we'll notice a fun, well-written intro that shows us you Dare to Dream and Execute with Excellence.