Sony PlayStation is hiring a

Manager, IT Support

San Diego, United States

Recognized as a global leader in interactive and digital entertainment, Sony Interactive Entertainment (SIE) is responsible for the PlayStation® brand and family of products and services. PlayStation has delivered innovation to the market since the launch of the original PlayStation in Japan in 1994. The PlayStation family of products and services include PlayStation®4, PlayStation®VR, PlayStation®Vita, PlayStation®3, PlayStation®Store, PlayStation®Plus, PlayStation™Video, PlayStation™Music, PlayStation™Now, PlayStation™Vue, PlayStation®Original and acclaimed PlayStation software titles from SIE Worldwide Studios. Headquartered in San Mateo, California, SIE is a wholly-owned subsidiary of Sony Corporation and has global functions and regional headquarters in California, London and Tokyo. 

IT Support Services Manager

Location: San Diego, CA

Sony is one of the most recognized and respected brand names in the world. Sony is the leading manufacturer of premier, state-of-the-art audio, video, communications and information technology products for the consumer and professional markets.  Its creative, music, motion picture, television, computer, entertainment and online businesses, make Sony one of the most comprehensive entertainment companies for the broadband era. 

SIE, a division of Sony Corporation of America, a leading entertainment company of audio, video, communications and information technology products, for consumer and professional markets, has the following opening available:

IT Support Manager – Southern Region

San Diego, CA

Job Description:  This role involves delivering enterprise information technology support services.  Under the direction of the Sr. Manager.  The IT Support Manager will be managing Tier 2 team staff and day to day support for offices in the Southern Regions in a 24x7x365 enterprise environment.

This position is responsible for the coordination and management of overall Tier 2 functions, including supervisory responsibilities for support staff.  This position is responsible for mentoring and training staff, meeting deadlines, identifying opportunities for processes improvements.

The ideal candidate must possess strong interpersonal skills, a good balance of technical and management experience including a complete understanding of computers and network operations in a classified environment.

Excellent written and verbal communication skills and excellent customer service skills.

Essential Duties for IT Support Manager:

 

  • Proactively identifies mediums for ensuring that daily, weekly, and monthly statistics, status reports, and other reporting requests are maintained and available as requested. Identifies trends from reporting to determine solutions to trends or problem areas that may need to be addressed.
  • Maintain a high level of support customer focus by prioritizing issues and communicating appropriately with external and internal customers.
  • Work with existing reporting and analytics tools to monitor support team performance, identify and address areas of potential performance issues and monitor key performance indicators.
  • Develop cross-team and cross-departmental expertise necessary to effectively respond to issues.
  • Perform periodic review and evaluation of all employees, managing necessary performance issues, training requirements, as necessary for the development of individual resources as a team.

Primary Responsibilities include:

Ensure customer service excellence by monitoring tickets and reviewing customer feedback.

Develop and document process and procedural enhancements and assist other departments as needed for continuous process and service improvement.

Customer Service Focused

  • Ensure the support maintains a high level of responsiveness, communication, professionalism, and overall staff knowledge.
  • Manage, monitor and report on the services and service levels required to support and deliver an exceptional support experience to customers.

Team Management Focused

  • Maintain current knowledge on new and updates to existing products, as well as third-party OS and devices.
  • Ensure the support staff is appropriately skilled and trained to deliver excellent technical support and customer.
  • Establish working schedules, manage time off to ensure appropriate coverage for operating workloads and task allocations in accordance with contractual requirements.
  • Contribute to the change management process; in particular, represent the interests of the customer when assessing risk and impact.

Basic Qualifications:

Bachelor's in Computer Science, Information Technology, or related field and 7 years of demonstrated results, or equivalent experience.

The successful candidate will be knowledgeable in the utilization of ITIL Process Framework principles and possess a technical background working classified environment that includes experience in troubleshooting connectivity issues, hardware and software support, hands-on and remote support.

In addition, the successful IT Support Manager must be able to deliver on the following:

  • Experience with Mac and Windows based Operating Systems (OS)
  • Extensive troubleshooting experience
  • Networking experience
  • Customer service experience
  • Extensive Service Desk or higher tier level experience
  • Microsoft Office product experience
  • Excellent communications skills
  • Experience collecting system use metrics
  • Executes job responsibilities to produce high level of customer satisfaction in accordance with corporate and department goals
  • Produce weekly reports for major events and ongoing activities
  • Coordinates among other teams to ensure continuity of support to global customers
  • Handles technical escalations and incident management when required
  • Handles communications with customers and other IT or business groups.
  • Manages service restoration activities and issue escalations
  • Works closely with other managers to ensure consistent management practices
  • Bring ideas for improvement forward
  • Review and update IT support processes
  • IT Documentation
  • Analyzes ticketing statistics, ensures appropriate actions are taken to improve or meet service level agreements (SLAs)
  • Ability to multitask and effectively manage time
  • Works off-hours and weekends as needed to assist in resolving high priority issues
  • May require travel to other company offices (10-20%)
  • Performs other duties as assigned

Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to race, color, religion, gender, pregnancy, national origin, ancestry, citizenship, age, legally protected physical or mental disability, covered veteran status, status in the U.S. uniformed services, sexual orientation, marital status, genetic information or membership in any other legally protected category. 

We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond. 

We sincerely appreciate the time and effort you spent in contacting us and we thank you for your interest in PlayStation.

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