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Helpdesk Manager

WHO WE ARE

NCSOFT is a premiere digital entertainment company and global publisher with worldwide locations and more than 4,000 employees focused on bringing extraordinary games to life for millions of fans around the world. Established in 1997 and headquartered in Seoul, South Korea, we quickly became a key leader in online games. Best known for critically acclaimed franchises including Lineage, Aion, Guild Wars, and Blade & Soul, NCSOFT is also one of the world’s top mobile developers with Lineage 2M occupying the #1 grossing revenue slot on Google Play. Our core goal is making people in this world happier by delivering games that entertain a globally connected audience has remained the same. Our culture is innovative, creative, collaborative, and impactful, and we are passionate about creating the best gaming experiences for our players.

We are looking for a Helpdesk Manager to maintain site (studio) reliability, installations, upgrades and troubleshooting with regard to desktops, phones, applications, and services used by the site employees.

WHAT YOU’LL DO

• Management of studio Helpdesk team
• Provide technical support for studio executives
• Create and maintain Helpdesk policies and procedures in compliance with the Security Policy Handbook
• Desktop Support - Install, upgrade, and support all company desktops, printers, network hardware and other infrastructure hardware as it relates to studio end user computing devices.
• Coordinates resolution and collaborates with other IT areas in problem determination and resolution of system exceptions.
• Vetting and purchasing of requested client software and hardware
• Tracking of end-user software licenses
• Ensure all client machines have working and updated anti-virus installations per Security recommendations
• Creating and Maintaining Active Directory user and e-mail accounts, including account permissions and file access
• Creating and Maintaining Active Directory policies to enhance security while providing the end-user with a flexible working environment.
• Management Reporting and Documentation - Responsible for the development, monitoring, and analysis of departmental metrics to drive the continuous improvement process to ensure SLA’s are continually met and continually improved.
• Prepares documentation about outages and restoration of service.
• Working with Application Teams, plans, organizes, and develops the technical support protocol documentation for end user support and development.
• Proactively and independently engage in efforts to improve user experience
• After hours support as needed
• Other duties may be assigned to meet business needs.

WHAT YOU’LL NEED TO BE SUCCESSFUL

• Bachelor's degree in Computer Science, Information Systems, or a related field. Or equivalent work experience.
• 5 years of desktop/client/end-user support experience and 5 years of leadership experience managing enterprise, customer facing projects and support technicians.
• Must be familiar with current mobile technology and general mobile device functionality across different platforms.
• Excellent verbal and written communication skills
• Ability to work independently, make complex technical recommendations to restore services, operate in a time critical, high stress environment.
• Experienced interfacing with and supporting Senior Executives
• Experience drafting policy and procedure documentation
• Experience with File Shares and related security
• Experience with centralized AntiVirus/AntiMalware systems
• Experience with Windows Server Update Services (WSUS)
• Exceptional PC hardware and software knowledge
• Demonstrable advanced troubleshooting skills and initiative
• Ability to travel (up to 10%)

This is a full time, on-site position at our office in Bellevue, WA.