Helpdesk Manager

Description

THE ROLE:

We are seeking a Help Desk Manager to guide our Help Desk functions across our growing family of game studios. As a member of the IT Department, this role will also contribute to various infrastructure, networking, and technology projects. You will have the responsibility of leading our technical support team and ensuring the delivery of exceptional customer service while effectively resolving all technical issues. You will have a strong technical background complemented by extensive customer service experience. Your ability to motivate and inspire your team to achieve their individual and team goals will be vital to your success.

WHO YOU ARE:

• An experienced technical support leader who is comfortable working in a dynamic, technology-heavy environment
• An effective communicator with experience working across teams and departments
• A team player who is used to collaborating to solve problems
• Someone with strong time management and prioritization skills
• An automation advocate that's always on the lookout for ways to eliminate manual processes
• A gamer, or someone familiar with video gaming and the games industry
• Willing to work onsite fulltime

WHAT YOU WILL DO:

• Manage the help desk team and evaluate team performance
• Ensure Customer service is at a world-class level across the organization
• Recruit, train, and support help desk administrators
• Establish best practices throughout the entire technical support process
• Develop daily, weekly, and monthly reports/metrics on help desk team's productivity
• Collaborate with IT Engineering Manager to align IT efforts across the team

QUALIFICATIONS:

• Bachelor's degree and/or equivalent combination of education, training, and experience
• 7 years or more of related experience; or related work experience
• 3 years or more of management experience; or related work experience
• Excellent communication skills
• Knowledge working with multiple Help Desk Ticketing systems
• Experience maintaining and updating Windows client and server operating systems.
• Ability to troubleshoot complex technical issues, quickly isolate problems, determine solutions, and deploy fixes.
• Great Leadership skills with the ability to inspire individuals and lead by example

PREFERRED SKILLS:

• Experience providing support to remote workers, including familiarity with remote co-working technologies, systems, and hardware.
• Experience working with Linux.
• Experience working with and administrating company-wide messaging systems such as Slack, Discord, and MS Teams.
• Familiarity with PowerShell.
• Experience supporting AAA Video Game Studio's

About ProbablyMonsters™

ProbablyMonsters is a AAA independent video game company that aims to change the way games are made. We unite a diverse roster of development teams in a healthy, rewarding culture. We believe empowered creators build the most engaging games and deliver the best player experiences.

ProbablyMonsters is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law, and will not be discriminated against on the basis of disability.

Benefits:

• We provide a rich benefits package:
  • Medical Coverage - health, dental, and vision paid at 100% for the employee and dependents are subsidized by the Company.
  • Healthcare spending accounts, dependent care spending accounts, life, and AD&D insurance.
  • 401(k) with an annual contribution by the Company.
  • Paid holidays and vacation, bereavement leaves, and parental leave.

Eligibility to participate in these benefits may vary for part-time and temporary full-time employees and interns with the Company.

Compensation:

• This is a full-time, benefits-eligible, exempt (salaried)
• The full salary range for this position is $110,000 - $161,000 per year. The upper third of the salary range is typically reserved for existing employees who demonstrate strong performance over time. When an offer is made, many factors are considered, such as your unique experience and skills, where you live, where the work will be performed, what similar jobs pay, internal equity, and what you're looking for.
• In addition to base pay, employees in this role may be eligible for additional incentives, such as a sign-on bonus and short- and long-term incentives. Incentive compensation is not guaranteed.