IT Support Lead

Why Naughty Dog?

For nearly 40 years, Naughty Dog has been crafting best-selling, critically acclaimed games that constantly push the boundaries of narrative, gameplay, and technology. We’ve been busy at the Kennel, most recently releasing The Last of Us Part I, a complete and faithful remake of the original game, rebuilt from the ground up and fully optimized for the PlayStation 5 and currently in development for PC. As a part of the Naughty Dog legacy, you’ll be continuing the development of extraordinary and enduring experiences for a broad, global range of audiences.

Naughty Dog games have long been lauded for their evocative, character-driven stories and attention to detail. We are committed to innovation within our games and as such have curated some of the top creative and technically innovative minds in the industry. We welcome a diverse group of candidates and believe that a broad range of cultural and life experiences contribute to the overall well-being and success of the studio and the titles we craft together.

We are looking for a highly qualified on-site IT Support Lead to join our team to manage our support team and services. This individual will be responsible for support of our local and remote users, core infrastructure, and development hardware and software. This position will lead and evaluate the internal support staff, contribute to internal support, and drive continuous improvement within the IT Department.

The ideal candidate will have an expert technical background, exceptional customer service skills, previous experience in a Support Lead or Manager role, and be well versed in all matters of hardware and software within a Windows and Linux environment. A strong passion for researching, deploying, and supporting groundbreaking hardware and software solutions is also critical.

Are you interested in supporting and learning from some of the most talented people in the industry, taking on new challenges, and being an integral part of developing great games? If so, we would love to hear from you!

Who we're looking for:

Lead Naughty Dog’s user support team and evaluate individual and team performance

Ensure end user support is timely and accurate every day

Collaborate with IT and Studio Leadership to drive the roadmaps for IT support services, end-user hardware and software support, and future technologies

Implement ITIL and best practice framework to continuously improve service goals and reporting

Lead reporting on KPIs and SLAs to studio leadership.

Handle monitoring and maintaining of system performance, IT system operations, internal tools, and storage utilization

Manage patching and updating of desktop hardware and software

Lead support for various applications such Enterprise Office 365, Slack, Zoom, MS Teams, Zendesk, JIRA, Parsec, etc.

Manage configuration, deployment, and maintenance of desktop and development hardware

Assist in the racking and installation of server, networking, and desktop equipment

Perform ongoing analysis of IT processes and workflows as well as hardware and software to determine appropriate improvements

Create and maintain installation, procedure, and support documentation

Collaborate with the various stakeholders and teams to assist in troubleshooting, identifying root causes, and improve development and support workflows

Collaborate with the greater SIE teams and PlayStation Studios to facilitate ongoing project partnerships

Provide advanced technical support to users when required

Provide mentorship and training to members of the IT Team

Follow up with customers to ensure satisfaction and identify areas of improvement

Prepare cost analysis and budget plans/proposals as needed

Additional responsibilities to be assigned as needed

What skills you will use:

Must have 10+ years of IT experience with 3+ Years in a support Lead or Manager position as a people and technical manager

Must have experience working in a highly distributed, Windows/Linux based production, or studio environment

Must have Excellent written and verbal communication skills, customer service, and organizational skills

Must have experience developing and setting strong personnel performance goals, team building, and providing 1 on 1 mentorship

Must have Experience with configuration and administration of project and incident tracking systems such as JIRA, Zendesk ServiceNow, etc.

Must have a Bachelor’s degree in computer science or related field, or equivalent education + experience

Possess strong documentation skills

Possess strong understanding of imaging and software deployment tools

Possess a collaborative and team-oriented mentality

Experience developing, managing, and reporting on SLAs

Experience with virtualization technologies such as VMWare and Hyper-V

Experience with configuration management or infrastructure as code such as Ansible

Experience with vulnerability management solutions such as Qualys, Tanium, Carbon Black, etc.

Experience with OKTA or similar access management platforms

Ability to clearly articulate ideas in user-friendly language to end-users and studio leadership

Ability to be on-call to cover after hours support for the studio should the requirement emerge

Ability to travel on-site for after hours emergency support should the need arise

Bonus Skills:

Familiarity with Azure Active Directory

Familiarity with Linux Ubuntu

Familiarity with Netapp hardware

Familiarity with outsourcing pipelines and partnerships

Experience with terminal services

Experience with Perforce

Experience with cloud AWS management

A passion for games

As part of the Naughty Dog application process, candidates should expect to be given a technical interview.

Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression, and gender reassignment), race (including color, nationality, ethnic, national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy or parental status, trade union membership 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.

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At SIE, we consider several factors when setting each role’s base pay range, including the competitive benchmarking data for the market and geographic location. Please note that the base pay range may vary in line with our hybrid working policy and individual base pay will be determined based on job-related factors which may include knowledge, skills, experience, and location.

In addition, this role may be eligible for bonus and 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.

Please note depending on employment type these benefits may vary.

The estimated base pay range for this role is listed below.

$89,500—$134,300 USD