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Manager, Service Desk

At Wizards of the Coast, we connect people around the world through play and imagination. From our genre defining games like Magic: The Gathering® and Dungeons & Dragons® to our growing multiverse, we continue to innovate and build new ways to foster friendship and connection. That’s where you come in!

We are seeking a customer-oriented Manager of the Service Desk to help provide leadership to a diverse team of technical analysts who support We are seeking a customer-oriented Manager of the Service Desk to help provide leadership to a diverse team of technical analysts who support Wizards of the Coast's end users!

We are looking for someone who can maintain a culture of empowerment and delivery by implementing efficiency plans, communicate and coordinate with multiple business partners, and work closely with product groups for the achievement of focused and proactive solutions.

What You'll Do:

• Support a team of dedicated support analysts.
• Support the business through building positive relationships with customers and employees.
• Proactively establish relationships, develop guidelines and procedures to improve the quality of help your team delivers every day.
• Partner with leaders across Wizards to develop roadmap plans, supportability plans, and develop new processes.
• Provide continuous training across a broad range of technologies.
• Onboard support for new applications, platforms and studios.
• Resolve customer complaints quickly, effectively, and positively.
• Lead cross-team projects effectively.
• Oversee Incidents, Problems, Changes, and Requests.
• Partner with user groups to effectively manage Hardware Assets and hardware refresh cycles.
• Manage and coordinate urgent and complicated support issues and become the incident manager in major incidents.
• Develop and mature ticket lifecycle processes to ensure free-flowing escalation and information within the organization.
• Determine root cause of issues and communicate appropriately to internal and external customer.
• Identify recurring issues and proactively partner for solutions.
• Identify automation opportunities and partner with appropriate teams.
• Capable of participating in solutioning conversations.

What You'll Bring:

• Demonstrated ability in a leadership role with a focus on Service Desk efficiencies.
• 3+ years’ experience supporting macOS and Windows systems in an enterprise network.
• Ability to build effective cross-group working relationships and work cross-functionally with people at all levels of the organization.
• Broad knowledge of technology needs for game software development.
• Experienced knowledge of configuration and asset management.
• Outstanding customer relationship skills.
• Experience collaborating with creative teams.
• A deep appreciation for developer efficiency.
• Passionate about making evidence-based decisions.
• Ability to foster a multifaceted and reciprocal team environment.
• Strong time management and organizational skills.
• Superb attention to detail and decision-making skills.

We are an Equal Opportunity / Affirmative Action Employer

The above is intended to describe the general content of and the requirements for satisfactory performance in this position. It is not to be construed as an exhaustive statement of the duties, responsibilities, or requirements of the position.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. If you are selected to move forward in our application process and need to request an accommodation, please let your recruiter or coordinator know.