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IT Operations Support Lead

Overview

The ZeniMax Media Inc. Global Infrastructure Operations Team is seeking an IT Operations Support Lead to join the team. This role will report to the Operations Director in Rockville. You will gather requirements from our local support teams to help route and triage tier three tickets. You will assist perform project management on larger projects within our Operations team. You will work with our Operations Administrators to monitor, maintain, and support all ZMI infrastructure throughout our global offices. In this role, you'll have an opportunity to help generate best practices and become an integral component of keeping ZeniMax's Infrastructure Operations team running efficiently.

Responsibilities

• Triage support issues and be an escalation point for the support teams
• Gather requirements and help route support tickets
• Make, maintain and distribute client-side updates
• Deploy Systems and OS upgrades
• Work with IT peers to develop SOPs for repeatable tasks and document all applications
• Be the project point of contact for larger Operation teams’ initiatives
• Help monitor, maintain, and support all systems infrastructure for Global IT

Qualifications

• Minimum 3-year experience in leading a support team
• Good understanding of best practice in IT operations and support
• Good knowledge of Windows client operating systems, user configuration tasks in AD, and the O365 environment, including SharePoint online
• General knowledge of group policy settings
• General Windows infrastructure administration including Windows Server 2012, 2012R2, and 2016
• General network fundamentals, understanding of DNS, DHCP, VLANs
• Excellent customer service, communication, time management, and organizational skills
• Available to work off-hours to perform maintenance or in case of emergencies

Preferred Skills

• Experience with device management systems like Intune and SCCM
• Experience working in AD, user and computer configurations
• Experience working with group policy
• Experience with O365
• Familiar with ITIL practices and procedures
• Bachelor's Degree in a related field, or equivalent experience
• Any relevant certifications

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