It Senior Support Manager (Gamedev)

TL;DR

It Senior Support Manager (Gamedev): Oversee first and second line IT support globally with a follow-the-sun model, focusing on delivering efficient, professional support services and driving automation. Focus on managing support teams, aligning ITSM tools, and ensuring SLA compliance across multiple locations.

Location: Madrid, Spain with minimum two days per week onsite work required

Company

hirify.global provides technical services and support for video game development and live operations globally.

What you will do

• Create and implement a global 24/7 IT support location strategy.
• Drive automation and shift-left initiatives across IT teams.
• Manage and develop local IT support teams ensuring ITIL standards.
• Ensure SLA compliance and deliver exceptional user experience.
• Collaborate globally to implement IT policies and manage IT projects.
• Manage IT assets, supplier relationships, and provide regular reports to senior management.

Requirements

• Location: Must be based in or able to work from Madrid, Spain with hybrid work format.
• Significant experience in business services or video game development environments.
• Strong leadership and team management skills.
• Knowledge of first- and second-line support and ServiceNow platform.
• Excellent communication and stakeholder management skills.
• Ability to manage budgets and complex projects effectively.

Nice to have

• Experience working in a matrix management environment.
• Knowledge of ITSM industry trends and knowledge management.
• Valid disability certificate valued for diversity and inclusion.

Culture & Benefits

• Inclusive and diverse work environment valuing people with disabilities.
• Collaborative global team with focus on continuous improvement and innovation.
• Opportunity to impact a fast-paced and dynamic industry.