Lead IT ServiceDesk (Gamedev)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
TL;DR
Lead IT ServiceDesk (Gamedev): Managing a technical support team for a major gaming development studio with an accent on process optimization, service delivery, and cross-team communication. Focus on overseeing infrastructure, ensuring SLA compliance, and resolving complex L2/L3 support cases within a distributed environment.
Location: Based in Ukraine (Kyiv) with hybrid or remote options available.
Компания
is a leading independent video game development company with a global presence, specializing in full-cycle game development and art production for major publishers.
Что делать
- Lead and mentor a team of 3-5 support specialists to ensure high-performance service delivery.
- Manage technical project onboarding, software setup, and workstation preparation.
- Serve as a primary communication bridge between infrastructure, production, and support teams.
- Resolve non-standard and complex L2/L3 hardware and software support cases.
- Monitor and report on ServiceDesk performance and SLA metrics to management.
- Optimize internal IT processes and maintain the knowledge base for end-user systems.
Требования
- Minimum 2+ years of experience as a ServiceDesk/Support Team Lead or Manager.
- Must be based in Ukraine.
- English proficiency at B1 level or higher.
- Deep knowledge of Windows, macOS, MS Office, and standard dev/art software stacks.
- Strong understanding of ITIL/ITSM principles, Incident, and Asset Management.
- Experience managing a distributed team across multiple locations.
Хорошо, если есть
- Experience in IT outsourcing or the Gamedev industry.
- Proficiency in automation tools like PowerShell, Intune, or SCCM.
- Experience with Jira Service Management, ServiceNow, or Freshservice.
Культура и преимущества
- Opportunity to work on world-class projects for top global game publishers.
- Access to an international network of studios and professional development programs.
- Modern office located in the Podil district of Kyiv with medical insurance.
- Flexible schedule and remote work options with support for stable operation during blackouts.
- Transparent growth assessment system and a creative, collaborative work environment.
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