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IT Help Desk Team Lead

1 month ago

Austin, United States Tential Full time
What we need
Our client is looking for an enthusiastic, committed and amiable IT Provisioning Lead to provide support for our users and contractors around the world. Applicants will be highly motivated and organized, able to work alongside a team, while also having the ability to work without supervision.

What you will do
As an IT Provisioning Lead, you will be working with teams across labels to help maintain a secure environment. You'll be tasked with maintaining access requests through incoming onboarding, offboarding, and access requests. You'll work closely with our Customer Lifecycle and Support team on improvement projects and request intake. In addition, as a lead you’ll act as a mentor and escalation point to our more junior staff. This is an opportunity to enhance your career in a critical role supporting what is one of the largest and most successful game publishers. This includes:
Onboarding of users account, including role based provisioning and secure credential management
Offboarding of user accounts
Act as an escalation point for day-to-day access request management, using the principle of least privilege
Lead process improvement projects for our team as it relates to access management; with an eye to automation and self-service
Writing, updating, and reviewing process documentation as issues are found
Provide timely and innovative solutions to unique access related issues.
Assist security and internal audit teams on enforcing access control policies as part of the IT Provisioning Team
Available to cover shift patterns with other team members to cover numerous time zones
Ability to cover weekend on-call rotation.
Who we think will be an excellent fit
You're passionate about working with enterprise technology. You have. You're able to provide amazing customer service, develop your skill set in a large scale, enterprise environment, and are capable of working in a fast-paced, innovative, and creative environment with other highly skilled IT professionals who love games. You are eager to grow and develop skills that will help make our client the best gaming company in the world.
5-7 years’ work experience in IT/support
Bachelor’s Degree in Computer Science or related field, MCSE certification or equivalent experience
Solid understanding and experience with Active Directory and Okta environments.
Solid understanding of the ServiceNow platform; including reporting and task management.
Knowledge of server and PC workstation operating systems, software and security essentials
Excellent organization, problem-solving, and communications skills written and verbal.
Ability to quickly adapt to new and changing technologies.
Experience with complex, multi-functional project work, tracking and maintaining progress with systems such as Jira and Smartsheet.
Experience with PowerShell/Scripting
Ability to operate calmly in a fast-moving environment.
Familiarity with Windows and Apple operating systems
Previous experience in a lead role in a team environment is helpful.
Familiarity with current game development consoles, development processes and terminology is a plus.

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