Studio IT Manager (Onsite)

Job Description

Sony Interactive Entertainment is seeking a Studio IT Manager to deliver IT services for Santa Monica Studio and the PlayStation Studios Motion Capture Stage. This role involves leading a team to provide support and engineering for both workstation and infrastructure. The Studio IT Manager will collaborate with other IT teams within SIE and Sony to coordinate the delivery of IT solutions.

Studio IT prides itself in customer service and views building and maintaining support relationships with internal business teams, promoting trust, setting expectations, and achieving mastery in customer service as fundamental to its success.

Responsibilities:

• Leading the Studio IT team in providing solutions and services in support of title development and delivery of title services.
• Identify staffing needs and hiring staff as appropriate
• Adapts to changes in the work environment; handles contending demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events
• Gather and analyze metrics to benchmark workload, performance, and identifies trends
• Communicate results with management and staff
• Maintain a high level of customer service by prioritizing issues and communicating appropriately with external and internal customers
• Develop cross-team and cross-departmental expertise vital to effectively respond to issues
• Perform periodic review and evaluation of all employees, handling performance issues, training requirements, as fundamental for the development of individual resources as a team
• Ensure teams maintain a high level of responsiveness, communication, professionalism, and overall technical knowledge and intuition for business
• Run, monitor, and report on the services and service levels required to support and deliver an exceptional support experience to customers
• Maintain technical leadership and ensure the support staff is appropriately skilled and trained to deliver excellent technical support and customer service
• Establish working schedules, manage time off to ensure appropriate coverage for operating workloads and task allocations in accordance with studio needs
• Represent the interests of the studio when assessing risk and impact of any change the site depends on
• Perform additional tasks as deemed vital, to include hands on support as necessary

Requirements:

• Bachelor’s in Computer Science, Information Technology, or related field; or 7+ years of equivalent experience
• Knowledgeable in the utilization of ITIL Process Framework principles and possess a technical background working in a classified environment that includes experience in solving problems connectivity issues, hardware and software support, hands-on and remote support
• Experience with Mac and Windows based Operating Systemx
• Superb communication skills and being fluent in English, both written and verbal
• Strong analytical abilities, critical thinking skills, and attention to detail
• Solid understanding of troubleshooting and problem analysis procedures; ability to resolve problems quickly and efficiently
• Strong, hands-on and flexible leadership skills with a dedication to getting results
• Ability to explain sophisticated technical solutions and concepts to non-technical decision-makers
• Ability to lead staff and projects and delegate responsibilities appropriately
• Coordinates among other teams to ensure continuity of support to global customers
• Handles communications with customers and other IT or business groups
• Champion innovation and creativity, diversity and inclusion, collaboration and communication
• Review and update IT support processes and appropriately maintain IT documentation
• Ability to multitask and efficiently handle complicated issues
• Availability to work off-hours and weekends as needed to meet studio needs during high priority periods
• May require travel to other company offices (10%)

Role Offers:

• SIE’s top-tier benefits package that includes medical, dental, vision, matching 401(k), paid time off, wellness program and coveted employee discounts for Sony products.
• Bonus package