IT Support Lead

Sharkmob is on an epic adventure, and we want you to join us as we explore new territory in the realm of AAA online gaming. Our studios are working on three titles across our two locations in Malmö, Sweden, and London, UK. We are now looking for an IT Support Lead to join us at our studio in Malmö, Sweden. You will join an IT team of 11 colleagues and lead a Support team of four (placed in both Malmö and London).

At Sharkmob, we value teamwork, trust, motivation, and setting colleagues up for success, all of which are key to making great games and creating a productive work environment. As a person, you are a responsible team player who takes ownership and drives work forward. You are good at time management and have high interpersonal skills.

We are looking for an approachable and responsive IT Support lead capable of both strategic and operational tasks. You have experience in driving projects, delegating to your team, and formulating and applying creative solutions to a wide range of technical problems in a frequently changing environment.

The right candidate will be comfortable fulfilling the varied hardware and software needs of a rapidly growing games studio, as well as, maintaining infrastructure and developing best practices alongside peers in Sharkmob's global IT team. We want someone passionate about exploring new opportunities to leverage technology.

Responsibilities
Reporting to the IT Lead, you will be responsible for your team providing outstanding IT support to the employees of Sharkmob. You are a technical problem-solver and have experience within mostly Windows-based environments. We believe you have a passion for documentation and improving processes and that you have commercial experience working in a fast-growing company with an IT Support Function.

- Lead and manage the IT support team to provide technical assistance to the Studio, ensuring a warm, professional, and solution-focused approach.

- Monitor and manage the IT ticket queue to ensure prompt resolution of technical issues and compliance with SLAs.

- Ensure the team is equipped with the necessary tools, training, and knowledge to provide excellent customer service.

- Ensure new employees have a frictionless onboarding and offboarding experience.

- Manage the IT asset lifecycle, from acquisition to disposal, to ensure effective asset management and budget control.

- Collaborate and lead the implementation of IT support processes and procedures to ensure efficiency and consistency.

- Translate user needs into technical solutions, and create and update technical and end-user documentation using Confluence wiki.

- Building and maintaining strong relationships with key stakeholders, including customers, vendors, and other IT teams.

- Participate in the development of IT budgets and ensure that IT support services are delivered within budget constraints.

Requirements

- Several years of IT support experience, with 2+ years in a leadership role at a company with over 50 employees

- Ability to motivate, lead and manage a team of support technicians

- Broad knowledge and experience in Windows-based environments, networking, and IT security practices

- Excellent written and verbal communication skills, including the capability to explain and document technical concepts to non-technical stakeholders.

- Proven problem-solving skills, able to quickly diagnose technical issues and implement effective solutions

- Ability to efficiently manage multiple tasks and prioritize support requests and projects to ensure timely resolution

- Experienced in managing remote employees (beneficial)

About us

Sharkmob was founded in 2017 and has offices in Malmö, Sweden, and London, UK. The studio develops AAA-quality games for PC and console, using the Unreal Engine to power its ambitions of taking multiplayer games to new heights. Sharkmob is currently working on three major projects: Bloodhunt - a battle royale set in the Vampire: The Masquerade universe; and two proprietary, unannounced projects.

We hope that you want to join us on our adventure and become a part of our crew. You can find more great perks (https://career.sharkmob.com/pages/perks) of being a crew member. If you want to know more about Sharkmob and our projects, take a look at our homepage (https://www.sharkmob.com/about).