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.

Responsibilities:

• 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.

Requirements:

• 5+ years of experience in senior and/or lead IT roles, with demonstrated leadership skills and a track record of success in overseeing complex IT projects and teams.
• In-depth knowledge of IT infrastructure and end-user technologies, including Mac and PC and a wide variety of mobile and other devices.
• Excellent communication, interpersonal, and negotiation skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.
• Proven analytical and problem-solving abilities, with a strategic mindset and a focus on continuous improvement and innovation.

Nice to have:  

• Experience in IT support at game studio support dev kits and other gaming hardware.