The Technology Support Supervisor is responsible for supporting the end users of LAIKA’s technical systems and tools and ensuring adoption and consistent use across the studio.
Job Functions:
- Supervise technology support staff, working with them to develop their skills and careers, and ensure that they have the tools and resources needed to deliver impactful service.
- Develop and improve key performance indicators, metrics, and ticket workflows by effectively using team resources.
- Manage the continued improvement of policy and technical documentation.
- Manage complex technology projects through their completion.
- Ensure technical systems and tools are planned and budgeted, and consistently deployed, adopted, and utilized across the studio.
- Work with supervisors and leads in Support Engineering to provide a unified response to emerging issues.
- Coordinate cross-disciplined work between Support Engineering, Admin Services, and other service groups at the studio and work with production leadership to ensure effective communication and service delivery.
- Develop methods to manage support response through standardization, while prioritizing production requirements.
Qualifications:
- 5+ years’ experience in an enterprise technical customer support role with a strong knowledge of general IT and software development concepts.
- 3+ years’ experience in a management or supervisory role.
- Familiarity with Mac, Windows, Linux operating systems, and enterprise data networking devices and concepts.
- Experience in the media and entertainment industry, a plus.
- Demonstrated strong written and verbal communication skills.
- Well-organized with strong project management skills.
- Demonstrated advanced problem-solving and analytical skills.
- Ability to work independently and collaboratively at all levels of the organization.
- Adaptable and capable of effectively managing change and communicating requirements in a fast-changing environment.
