WHO WE ARE

2K develops and publishes some of the most popular video game franchises in the world including NBA 2K, Borderlands, BioShock, Mafia, Sid Meier's Civilization and more. 2K Tech builds, supervises and maintains our corporate and production infrastructure that our fans need to play our games. We are professionals in systems, networks, cloud technology and security. Our teams maintain the enterprise and development technology stacks that run our company and support our gamers. 2K Tech operates globally to ensure a consistent and outstanding experience for the entirety of the 2K's ecosystem.

WHAT WE NEED

The Director, Customer Lifecycle and Support Services will be responsible for enhancing the customer lifecycle including building the Service Desk, identity and hardware management and other support processes and functions for Take-Two Interactive. You will be a senior leader within the Global IT organization.

Working with the leadership team, you will manage a multi-national team of IT personnel who are responsible for the tech needs for game developers across the world. A strong candidate will need to be very comfortable diving into technical issues while putting the customer's experience at the forefront.

WHAT YOU WILL DO

• Drive improvements to the employee experience lifecycle and support services to enable growth and revenue creation for our global business.

• Responsible for Global Service Desk team management, including hiring diverse talent, improving productivity, allocating and applying resources efficiently, motivating teams, and handling attrition and training across multiple locations.

• Leverage ServiceNow to build out world-class processes for incident, request, knowledgebase and the self-service portal for our global company. 

• Lead centralized access management team focusing on processes around onboarding, changes and offboarding for employees, contractors and vendors. Partner with other IT and business teams to improve processes and automation as a part of the strategy. Measure success with data.

• Drive improvements to current and future support chatbot solutions.

• Create and tune dashboards and reports surfacing important metrics to identify and improve support processes. 

• Measure global IT support with enterprise support experience surveys 

• Accountable for asset management responsibilities

• Collaborate with IT service owners and internal business partners to identify and evolve service needs.

• Ensure any escalated issues are resolved quickly with high customer satisfaction and engage with customers when needed.

• Collaborate with Technical Infrastructure and Security teams to resolve customer issues rapidly.

• Speed up resolution times through accountability, enablement, launching tools, and building the right processes.

• Lead enterprise support communications

• Drive daily issue management success from detection to resolution and dissatisfaction issues for users leading to ongoing enhanced customer experiences.

• Evaluate and provide strategic feedback and critical metrics to development studios regarding current processes and tools to identify areas of improvement across the support organization.

• Lead all support desk planning, projects, training and onsite implementations. 

• Point of escalation for any support tickets that are not resolved in a timely manner.

WHO WE THINK WILL BE A GREAT FIT

In this role, you will be a multifaceted leader with global service organization experience, who can be “hands-on” while understanding the bigger picture. You will be able to use data effectively, be a strong problem solver and be able to demonstrate a depth of knowledge across technology. You'll balance strategic vision, thought leadership, execution excellence, continuous improvement and providing leadership to a team of IT Support personnel. You will spot trends and turn them into broader change programs, and you'll inspire and grow an excellent team.

• 8+ years building and running global customer support teams, preferably with experience in gaming, media or technology sectors. 

• Strong executive presence and communication skills, with ability to