Lead the support bar team, providing guidance, coaching, and mentoring to team members.
Work collaboratively with the rest of the Service Delivery team to ensure a seamless and efficient support experience for employees.
Act as the main point of escalation for complex support issues.
Analyze and report on key performance indicators to both the support team and senior management.
Develop and maintain excellent relationships with our employees, providing personalized and empathetic support.
Stay up-to-date with industry developments and use this knowledge to improve support processes and procedures.
Manage the support bar schedule, staffing levels, and workload distribution to ensure optimal coverage. •
Manage all local IT support operations to ensure that SLAs are met and that our internal users are provided with an exceptional user experience.
Collaborate with global IT support teams to ensure global IT policies and standards are consistently implemented and measured.
Ensure that all IT assets in the local office are managed and maintained to a high standard.
Proactively manage relationships with suppliers and partners ensuring service level agreements and contracts are maintained and renewed as required.
Ensure compliance with all relevant regulations and legislation related to workplace services, health and safety, and environmental management.
Collaborate with other senior leaders and stakeholders to build a strong culture of innovation, continuous improvement, and learning across the organization.
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A strong command of English and German (at least B2 level)
Global experience within a business services environment and ideally video games development and/or working in a highly technical development environment.
Strong knowledge of first and second line support operations.
Strong knowledge of ServiceNow and industry trends.
Excellent relationship building skills. • Ability to work in a matrix management environment.
Proven experience in managing a high-performing customer service or support team.
Strong leadership and people management skills.
Excellent written and verbal communication skills.
Ability to analyse, interpret, and report on complex data. • Passion for gaming and the gaming industry.
Ability to adapt to changing priorities and work in a fast-paced environment.
Excellent problem-solving and conflict resolution skills.
Strong customer service orientation, with a focus on delivering high-quality services to employees and stakeholders.
Established in 1998 and floated on the London Stock Exchange’s AIM in 2013, Keywords(KWS) is the world’s leading provider of technical and creative services to the global video games market. Our 12,000 employees in 70+ Studios in 26 countries provide graphic art asset production, game development, audio, testing, localization and customer support services to most of the leading video game developers and publishers. We have a proven track record of organic and acquisition-led growth and have successfully acquired and integrated 50+ acquisitions since 2014.
WHY WORK AT KEYWORDS STUDIOS?
People who work at Keywords are passionate, talented, committed and resourceful. As a business we thrive on diversity, celebrate uniqueness and work as teams whether we are physically together in one of our 70 global studios or working together virtually.
We empower people to perform to the best of their ability with our “can do” attitude. We appreciate and embrace flexibility. We learn at every opportunity to grow ourselves through experience, training and tackling new challenges.
A strong command of English and German (at least B2 level)
Global experience within a business services environment and ideally video games development and/or working in a highly technical development environment.
Strong knowledge of first and second line support operations.
Strong knowledge of ServiceNow and industry trends.
Excellent relationship building skills. • Ability to work in a matrix management environment.
Proven experience in managing a high-performing customer service or support team.
Strong leadership and people management skills.
Excellent written and verbal communication skills.
Ability to analyse, interpret, and report on complex data. • Passion for gaming and the gaming industry.
Ability to adapt to changing priorities and work in a fast-paced environment.
Excellent problem-solving and conflict resolution skills.
Strong customer service orientation, with a focus on delivering high-quality services to employees and stakeholders.