IT Support Lead

Job Description:

As an IT Support Lead at Rec Room, you will set the strategic direction for implementing and maintaining our IT infrastructure to support both our in-office and remote employees. You will play a pivotal role in driving innovation, optimizing efficiency, and ensuring the reliability of our IT systems and networks.

This role is expected to be approximately split evenly between the leadership of the IT Support team (strategy, planning, budgeting and resource allocation, reporting, and team management) along with hands-on work (end-user support, etc). The in-office team expects someone from the IT team to be present daily but can accommodate remote work days as needed.

WHAT YOU'LL DO:

• Collaborate with stakeholders to identify IT requirements and recommend solutions to support business objectives.
• Develop and execute strategic plans for IT infrastructure, including inventory management, hardware, software, and network upgrades, to meet current and future business needs.
• Oversee and participate in administering and maintaining servers, workstations, and network infrastructure to ensure optimal performance, reliability, and security.
• Manage and directly provide technical support to end-users, addressing hardware, software, and network issues promptly and effectively.
• Respond to IT helpdesk tickets in a timely manner including troubleshooting and resolving technical problems related to workstations, servers, printers, and other peripherals.
• Collaborate with procurement and finance teams to streamline purchasing processes and control expenses within budgetary constraints.
• Maintain accurate documentation of IT systems, configurations, and procedures to facilitate knowledge sharing, troubleshooting, and disaster recovery efforts.
• Lead and mentor our current IT support team, delegate tasks, set priorities, and ensure the team's alignment with organizational goals and objectives.

WE ARE LOOKING FOR INDIVIDUALS WITH:

• 5+ years in a Senior IT support role or Leadership role, with a track record of successfully leading complex IT projects and managing high-performing teams
• Deep understanding of IT infrastructure and end-user technologies, including proficiency with Mac, PC, and mobile devices.
• Skilled in communication and collaboration, with experience working with leadership and cross-functional teams, both remotely and in-house.
• Demonstrated problem-solving capabilities with a strategic approach focused on continuous improvement and innovation.

BONUS POINTS IS YOU HAVE:

• Experience at a game studio that supports dev kits and other gaming hardware.