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Information Technology Support Manager

The Multiplayer Guys
Closing date
15 Sep 2021

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Technology & New Media
Contract Type
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Your Mission

As IT Support Manager based from our Nottingham office, you will be responsible for leading our IT Support Services for a 200+ person global team. You'll work closely with our VP of Engineering to champion a best in class support service to our team.This will also include managing relationships with employees, vendors, and service providers.

What you'll be doing:

  • Lead, manage and direct the team to support all aspects of the IT Support Service, taking operational responsibility for the team, including where day-to-day management has been delegated.
  • Ensure that incidents and requests are handled according to agreed procedures and ensure that documentation of the supported components are available and in an appropriate form for those providing support.
  • Ensure that appropriate action is taken to anticipate, investigate and resolve problems in systems and services ensuring that such problems are fully documented within the relevant system(s).
  • Lead the deployment, configuration and troubleshooting of Infrastructure & Networking in a thriving fast paced company.
  • Centralised management of IT assets, patching and updates, backups and disaster recovery.
  • Risk management and business continuity.
  • Administration of Microsoft Server and desktop operating systems including concepts such as Azure Active Directory and Group Policy.
  • Support VPN solutions (OpenVPN, L2TP, PPTP).
  • Coordinate the implementation of agreed remedies and preventative measures and analyse patterns and trends.
  • Develop implementation plans for dealing with complex requests for change or for the introduction of new services, evaluating risks to integrity of infrastructure in any proposed implementations and review the effectiveness of change implementation.
  • Take responsibility for the definition, documentation and satisfactory completion of medium-scale projects identifying, assessing and managing risks to the success of the project. Ensure that realistic project and quality plans are prepared and maintained and provide regular and accurate reports to stakeholders as appropriate.
  • Promote models for through-life costing of IT assets and services. Work with managers to develop budgets and identify bulk purchasing opportunities.
  • Communicate effectively acting as a key liaison with customers, team members and colleagues across MPG and the wider Improbable Group.
  • Design and create structured documentation that deals with complex information and manage the configuration of documentation items and files, within own area of responsibility.
  • Assisting in onboarding, building hardware, account management and general troubleshooting.
  • Promote and assist in the implementation of strategies, policies and procedures that seek to guide and shape the IT Support Service within MPG.
  • Maintain an in-depth knowledge of specific technical specialisms, and provide expert advice regarding their application.
  • Help in the personal development of IT staff both in terms of knowledge and proactive training.
  • Research into areas of technical interest.
  • Other duties as assigned.

What we need from. you:

  • Experience of providing 1st and 2nd line IT support.
  • 3rd line IT support is highly desirable.
  • Proven experience of managing and developing an effective team in a complex environment.
  • Strong networking skills - routers, switches, firewalls, LAN/WAN/VLAN design/setup and an understanding of CCNA/CCNP routing and switching through experience or qualifications.
  • Strong Linux skills - (Proxmox is favoured).
  • Experience in Google GSuite (desirable) or similar mail systems.
  • Some scripting experience with PowerShell or Python.
  • Some backup solutions experience (Veeam, Commvault, Physical disks/tapes).
  • Knowledge of virtualisation platforms such as Hyper-V and VMWare.
  • Knowledge of various computer hardware including servers, desktop PCs, laptops and mobile devices.
  • Experience of managing and deploying computers using Windows Active Directory.
  • Experience of managing organisations using Microsoft Azure Active Directory.
  • Experience of managing organisations using Google GSuite.
  • Proven experience of understanding good IT policy as required for security, performance and operation.
  • Experience of managing and configuring Networks, VPNs and Firewalls is highly desirable.
  • Experience of using an IT Service Management system (Jira) to manage, allocate and monitor support tasks.
  • Strong knowledge of networking within a mid to large sized organisation.
  • Experience of working within the games industry with development kits is highly desirable.
  • Technical competence and proven troubleshooting skills.
  • Excellent organisational skills.
  • Excellent interpersonal and communication skills.
  • Ability to adapt communication style to suit the audience.
  • Ability to work within a changing business and technical environment.
  • Ability to deal with confidential and sensitive information with tact and discretion.

We operate a direct sourcing model, so do not require any support from any recruitment agencies - thank you.
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