IT Lead - Client Services

Every day, tens of millions of people come to Roblox to explore, create, play, learn, and connect with friends in 3D immersive digital experiences– all created by our global community of developers and creators. 

At Roblox, we’re building the tools and platform that empower our community to bring any experience that they can imagine to life. Our vision is to reimagine the way people come together, from anywhere in the world, and on any device. We’re on a mission to connect a billion people with optimism and civility, and looking for amazing talent to help us get there. 

A career at Roblox means you’ll be working to shape the future of human interaction, solving unique technical challenges at scale, and helping to create safer, more civil shared experiences for everyone.

Imagine being at the heart of a vibrant ecosystem, where your expertise doesn't just solve problems, it empowers dreams. As an IT Lead in Corporate Engineering, whose main purpose is to enhance builders' Effectiveness, Efficiency, and Experience through the use of technology, you'll be more than just a technical expert; you'll be a catalyst for innovation, a champion for efficiency, and a partner in the journey of our incredible builders.

This isn't just a job; it's an opportunity to make a tangible and lasting impact. You will be a driving force behind optimized support operations, directly influencing the effectiveness, efficiency, and overall experience of every Builder who uses our technology. In our fully on-site role in beautiful San Mateo, CA, you'll be immersed in a dynamic environment where collaboration and innovation thrive.

You will:

• Identify, track, and report on IT metrics to make data driven decisions
• Motivate, empower and mentor team members, fostering ownership and collaboration.
• Lead and resolve sophisticated technical problems, demonstrating strong problem-solving skills.
• Apply automation tooling to streamline tasks and improve efficiency.
• Administer and optimize ticketing systems (e.g., Zendesk, Jira) to enhance service delivery.
• Collaborate with the Facilities team to align IT strategies and operations, and participate in projects.
• Collaborate with security detection and response teams to ensure a secure IT environment.
• Develop and implement strategies to reduce and eliminate technical debt in IT projects.
• Tackle complex issues within a large enterprise application environment, ensuring minimal disruption.
• Diagnose and resolve performance issues on endpoints, ensuring optimal user experience.
• Perform thorough root cause analysis for recurring technical issues, implementing preventative measures.
• Automate using code/low-code solutions to automate tasks and resolve recurring issues.

You have:

• Demonstrable experience in defining and handling IT support ticket processes, understanding the impact of poorly handled issues.
• A balanced approach to technology adoption, prioritizing validated solutions over the "shiny new tool" syndrome
• A track record of motivating and empowering team members to take ownership and get things done.
• Proficiency in automating using both code and low-code automation tooling (e.g., PowerShell, Bash, Python / Okta Workflows, Airtable)
• Experience leading high-impact projects involving security, facilities and other external business partners.
• Familiarity with administering ticketing systems such as Zendesk or Jira.
• A thorough understanding of identity verification processes for in-person and remote employees.
• A desire for reducing or eliminating technical debt.
• Solid understanding of core applications such as: Okta, Slack, Zoom
• Solid understanding of Mobile Device Management for mobile devices and laptops/desktops. (e.g., Workspace ONE, Jamf, Google MDM).
• Knowledge and skills to investigate performance issues on macOS, Windows Desktop, ChromeOS and Linux
• A structured approach identifying root cause analysis.

You are:

• A dedicated mentor and trainer: You enjoy sharing your knowledge and skills with junior IT staff, employing effective strategies to facilitate learning and development.
• A methodical problem-solver: You possess a systematic approach to solve various technical issues, including slow computers and network connectivity problems.
• Knowledgeable about identity management: You are familiar with different types of Identity Providers (IDPs) and their role in secure access.
• Knowledgeable about device management: You are familiar with different types of Mobile Device Management (MDMs) and their role in secure access.
• A meticulous documenter: You ma