Support Engineering Manager

General Summary
The Support Engineering Manager oversees the systems engineering and technology support teams to provide efficient, reliable support for all technology end users across LAIKA’s fast growing studio. This team includes several tiers of support professionals and integrates engineering with Help Desk and deployment operations. The Support Engineering Manager oversees the daily operations of the support staff and guides the development of the engineering systems and processes they depend on, to ensure the support team has the tools they need to provide the highest-level service to the studio.

Job Functions

• Direct engineers in the development and maintenance of system imaging, device management and deployment tools for Mac, Linux and Windows-based systems. Direct Systems Administrators in the licensing, configuration and administrative support of applications and SAAS systems across all departments.
• Manage and improve remote desktop services and remote employee user experience.
• Develop the Help Desk staff and Support Technicians to improve their systems and workflows for resolving tickets; understand and develop support workflows and escalation paths.
• Coach staff and develop communication and end-user support techniques and protocols.
• Directly interact with end-users and develop knowledge of technology in use throughout the studio.
• Work closely with Core Technology and Pipeline Managers to identify and resolve technical issues impacting users and support staff.
• Work with Infosecurity team to enforce security policies and protect Studio Intellectual Property.
• Support and develop team members with performance feedback, training and assignment of new roles and projects, and conduct regular meetings with teams and individuals.
• Adjust and redistribute team member priorities based on capacity or to build better operational efficiency.
• Participate in Technology Management meetings and share regular updates on Engineering Support projects and priorities with the entire Technology team.
  

Qualifications

• 7+ years’ experience as a Support Engineer.
• 5+ years’ experience managing a Support Engineering team.
• Experience managing on-prem and cloud infrastructure.
• Demonstrated knowledge of tools and methods for enterprise support for Mac, Linux and Windows operating systems, required.
• Demonstrated experience supporting remote workers, required.
• Experience in a large media and entertainment studio (animation, VFX, games, etc.), preferred.
• Experience with help ticketing systems and optimization of support workflows, required.
• Strong management skills and the ability coordinate stakeholders and drive organizational change.
• Outstanding interpersonal and organizational skills.
  

Physical Demands and Work Environment
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical demands: While performing the duties of this job, the employee is required to walk; stand; sit; use hands to operate standard office equipment; reach with hands and arms; balance; stoop; talk or hear both in person and by telephone. The employee must lift and/or move up to 15 pounds. Vision abilities include close vision, distance vision, and the ability to adjust focus.
• Work environment: While performing the duties of this job, the employee works under typical office conditions and is exposed to variable indoor temperatures. The noise level is usually quiet or moderate.
  

Location
On-site in Hillsboro, OR

Salary
Salary is commensurate with skills and experience.
Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.