What you will do:

• Lead, mentor, and manage the performance of the IT Support team, including contract support personnel, ensuring consistent service quality and operational excellence.
• Ensure timely, effective, and customer-focused support for local and remote users.
• Partner with IT and Studio Leadership to define and execute roadmaps for support services, end-user technologies, and future initiatives.
• Develop and improve service management practices, including KPIs, SLAs, workflows, automation, dashboards, reporting, and process optimization.
• Manage and improve enterprise applications and collaboration platforms, including Microsoft 365, Slack, Zoom, Teams, Jira, and related services.
• Oversee endpoint lifecycle management, including deployment, maintenance, patching, and hardware refresh programs.
• Partner with Engineering, Art, Production, and QA teams to improve support services, developer experience, and technology workflows.
• Evaluate and recommend improvements to endpoint technologies, user productivity tools, and support processes.
• Support the deployment and maintenance of desktop and development hardware as needed.
• Collaborate with stakeholders across the studio to troubleshoot issues, identify root causes, and improve development and support workflows.
• Partner with PlayStation Studios and other SIE teams to support shared initiatives and ongoing collaboration.
• Provide advanced technical escalation support and maintain technical documentation, procedures, and support standards.
• Assist with budgeting, cost analysis, vendor evaluations, and technology planning.
• Perform additional duties as assigned.

What skills you will use:

• 10+ years of IT experience, including 3+ years in a Support Lead, Manager, or similar leadership role.
• Experience supporting distributed Windows and Linux environments within a production, development, or studio setting.
• Experience leading teams, managing contractor resources, setting performance goals, conducting reviews, and mentoring technical staff.
• Strong written and verbal communication, customer service, organizational, and documentation skills.
• Experience administering and optimizing service management platforms such as Jira Service Management or ServiceNow, including workflow design, automation, dashboard creation, reporting, and process improvement.
• Experience administering Atlassian products, including Jira Service Management and Confluence.
• Experience developing, managing, and reporting on KPIs and SLAs.
• Experience managing endpoint technologies and desktop lifecycle programs, including support for development workstations, operating systems, performance troubleshooting, and user productivity tools in Windows and Linux environments.
• Strong understanding of endpoint imaging, software deployment, patch management, and desktop administration.
• Familiarity with virtualization technologies and virtual desktop environments.
• Familiarity with automation and endpoint management technologies.
• Experience with vulnerability management and endpoint security solutions such as Qualys, Tanium, or CrowdStrike.
• Experience with identity and access management platforms such as Okta or similar solutions.
• Ability to collaborate effectively with stakeholders at all levels to improve workflows, processes, and user experience.
• Ability to effectively communicate technical concepts to both end users and leadership.
• Ability to participate in on-call support rotations and respond to after-hours studio emergencies as needed.
• Bachelor's degree in Computer Science or a related field, or equivalent combination of education and experience.

Please note, Sony Interactive Entertainment conducts background checks at the offer stage for all new employees (which may include criminal background checks for some roles) and will need to process personal information to support these checks.

Please refer to our Candidate Privacy Notice for more information about what personal information we collect, how we use it, who we share it with, and your data protection rights.