WHAT MAKES US EPIC?
At the core of Epic’s success are talented, passionate people. Epic prides itself on creating a collaborative, welcoming, and creative environment. Whether it’s building award-winning games or crafting engine technology that enables others to make visually stunning interactive experiences, we’re always innovating.
Being Epic means being a part of a team that continually strives to do right by our community and users. We’re constantly innovating to raise the bar of engine and game development.
What We Do
Create and maintain a proactive and stable IT environment as well as provide IT support to our Epic people. You will be empowered to shape processes that deliver optimized IT service across our business. Work with emerging technologies while enabling IT success for everyone.
What You'll Do
As the Sr IT Support Lead , you will help develop a team and culture focused on setting and meeting high expectations, responsive and resolution service level agreements, and achieving metrics that deliver best-in-class support services worldwide. Cultural fit is a must, as you will need to be self-motivated, be a critical problem solver and have amazing communication skills with a focus on delivering outstanding end-user experiences.
In this role, you will
For this specific role, provide leadership to the IT leads and ICs in the North American Region regions
Help drive the strategy and roadmaps for support services, service desk, and desktop support
Manage a high-performance team of ICs and service providers to deliver a quality set of coordinated global services with alignment to standard processes, tools, and service levels
Assists the Global Support Lead with identifying and implementing industry-aligned metrics to continuously improve service levels and reporting
Build strong relationships with key regional stakeholders and all IT staff to ensure that IT delivered services and end-user efficiency goals are understood and exceeded
Be an active member of the change and problem management teams responsible for increased incident ticket avoidance and decreased end-user downtime
Effectively engages the Senior IT Leadership Team to collaborate on strategic projects and operational alignment with IT engineering, infrastructure, business and InfoSec teams
Define team and IC goals in alignment with organization and company goals and be accountable for team performance
Assists with managing and reporting on key metrics and SLA's
Prepare cost analysis and budget plans/proposals as needed
Manage escalations of incidents through the different support tiers within end-user services as well as other technical operations groups
Develop positive end-user relationships to drive customer satisfaction
What we're looking for
10+ years of total experience with 5+ in a leadership position
Experience working in an IT lead position as a technical and as a people manager
Ability to coach and mentor a team to deliver outstanding results
Team-oriented and skilled in working within an exceptionally collaborative environment
Ability to work in a fast-paced environment and to adapt to changing priorities
Capacity to lead by example and develop strong personnel performance goals
Skilled at managing outsourcing partnerships
Deep interest in technology trends and awareness of the evolution of enterprise platforms
Excellent oral and written communication skills
Experience in streamlining Service Desk and Desktop support functions
Proven track record of developing, managing to and reporting on SLAs
Development of and ensuring staff alignment to IT policies and procedures to ensure consistent quality of service
Strong documentation skills
Ability to clearly articulate ideas in user-friendly language to non-technical staff and end-users
EPIC JOB + EPIC BENEFITS = EPIC LIFE
Our intent is to cover all things that are medically necessary and improve the quality of life. We pay 100% of the premiums for both you and your dependents. Our coverage includes Medical, Dental, a Vision HRA, Long Term Disability, Life Insurance & a 401k with competitive match. We also offer a robust mental well-being program through Modern Health, which provides free therapy and coaching for employees & dependents. Throughout the year we celebrate our employees with events and company-wide paid breaks. We offer unlimited PTO and sick time and recognize individuals for 7 years of employment with a paid sabbatical.
Epic Games spans across 19 countries with 55 studios and 4,500+ employees globally. For over 25 years, we’ve been making award-winning games and engine technology that empowers others to make visually stunning games and 3D content that bring environments to life like never before. Epic’s award-winning Unreal Engine technology not only provides game developers the ability to build high-fidelity, interactive experiences for PC, console, mobile, and VR, it is also a tool being embraced by content creators across a variety of industries such as media and entertainment, automotive, and architectural design. As we continue to build our Engine technology and develop remarkable games, we strive to build teams of world-class talent.
Like what you hear? Come be a part of something Epic!