Back to search.BioWare Ireland, a division of EA Games - Desktop Support Team Lead
| Employment Type: | Contract |
| Location: | Galway - West, Ireland, Galway |
| Salary: | Competitive Salary Offered |
| Languages: | English |
| Required Languages: | 1 |
Advertiser Details
- Name:BioWare Ireland, a division of EA Games
- Posted:13-03-2012
- Code:57957
BioWare Ireland’s Desktop Admin - Team Lead will report to a department Team Manager and will be responsible for leading a team of Desktop Administrators. The Team Lead role is a pivotal role with responsibility for providing guidance and development which ensures achievement of all key performance indicators and drives quality throughout. Motivation will be key as they build and grow the culture of their team to support our game, Star Wars: The Old Republic (TM).
The Team Lead role will be key in emphasising and enforcing process, professionalism and quality throughout, while increasing your team’s productivity. The Desktop Admin - Team Lead will be required to provide leadership in ensuring that the Desktop Admin group deliver an innovative and exceptional customer/employee experience and in maintaining BioWare’s culture of excellence and commitment to quality in every aspect of their work. You will be expected to ‘live the brand’ by promoting and encouraging teams to demonstrate exceptional customer service through key characteristics of reliability, responsiveness, assurance and empathy.
Company Overview:
BioWare, a division of Fortune 500 company Electronic Arts (ERTS), specializes in delivering the best story-driven games in the world. With a history of excellence, BioWare has created some of the world's best-selling titles including the award-winning Baldur's Gate, the Neverwinter Nights series, and Star Wars: Knights of the Old Republic. Original BioWare-created IPs include: Jade Empire, DragonAge : Origins, the critically acclaimed Mass Effect, Mass Effect 2, and Sonic Chronicles: The Dark Brotherhood for the Nintendo DS. BioWare is currently developing Star Wars: The Old Republic, a massively multiplayer online role-playing game being developed at BioWare’s studios in Austin, Texas. Recently announced, BioWare’s customer support for the upcoming game will be centralized in Galway, Ireland.
Duties and Responsibilities:
Leadership and Team Work:
• Lead, coach and motivate a team of Desktop Administrators
• In conjunction with Team Manager review performance on an ongoing basis and provide regular feedback to direct reports
• To ensure that your team understand operational KPI’s and their individual targets and manage your team’s performance to meet or exceed department SLAs and other departmental goals
• Coach and develop Desktop Administrators to deliver qualitative and quantitative targets
• Manage the team’s workload and efficiency to meet or exceed departmental goals
• Ensuring Desktop Administrators are empowered with the knowledge and skills or coached to deliver first time resolution with all contacts
• Take personal ownership and accountability of your team
• Manage employees time off requests as well as overall team attendance and adherence
• Help resolve any personnel issues in a professional and timely manner
• In conjunction with Team Manager conduct and document performance reviews with direct reports on a regular basis
• Provide accurate and complete documentation regarding any personnel or coaching efforts for all team members
• Demonstrate a passion for the success of the team, the IT group and BioWare
• Be required to work set shifts as needed that will rotate from time to time based upon department shift bidding procedures
• Undertake all reasonable requests from Management in a co-operative and professional manner
Customer Services/IT Support
• Handle the most complicated and sensitive of employee enquiries and issues
• Take responsibility for all escalations received and ensure appropriate follow-up action as required
• Take leadership role on IT projects as assigned by Team Manager
Operations
• Help manage, develop and improve on processes and procedures within the department
• Assist in developing, tracking, and reporting key performance measurements for their team
• Work closely with your Team Manager to ensure policies are adhered to and appropriate actions are followed through
• Identify customer/employee impacting issues, escalating to your Team Manager accordingly
• Maintain security and confidentiality of BioWare’s internal information and customer/account information
• Help maintain consistency with other teams
Skills and Qualifications:
• Minimum three years’ experience managing a desktop support/admin teams
• Minimum five years’ hands on desktop support/administration experience
• Solid practical knowledge of Windows 2008, Exchange 2007 Servers
• Extensive troubleshooting experience with hardware, software, and network connectivity issues
• Proven track record of delivering IT projects on time and within budget
• Previous personnel management experience
• Proven track record of coaching and developing in a one-on-one and team environment
• Detail oriented with excellent organizational skills
• Maintains a professional and approachable demeanour at all times
Person Specification:
• Team player with a positive attitude
• Ability to handle stressful situations
• Ability to lead, identify and grow talent
• Exceptional customer service skills
Compensation:
BioWare Ireland offer a highly competitive base salary and benefits package including but not exclusive to; bonus, shares, pension, life assurance, long term disability, out of country relocation and games.
Please Note
• This role will require some travel both nationally and internationally
• This position is based in Ireland and we can currently only consider applicants eligible to work in Ireland
• This role will involve shift hours.
IMPORTANT NOTICE:
You are now going to be redirected to EA Games’ Careers Portal where you will need to register your details & apply for this position for your application to be received by BioWare Ireland, A Division of EA Games.
If you are an active TLJ user you will be redirected immediately. If you are new to TLJ you will have to register with us first.
The Team Lead role will be key in emphasising and enforcing process, professionalism and quality throughout, while increasing your team’s productivity. The Desktop Admin - Team Lead will be required to provide leadership in ensuring that the Desktop Admin group deliver an innovative and exceptional customer/employee experience and in maintaining BioWare’s culture of excellence and commitment to quality in every aspect of their work. You will be expected to ‘live the brand’ by promoting and encouraging teams to demonstrate exceptional customer service through key characteristics of reliability, responsiveness, assurance and empathy.
Company Overview:
BioWare, a division of Fortune 500 company Electronic Arts (ERTS), specializes in delivering the best story-driven games in the world. With a history of excellence, BioWare has created some of the world's best-selling titles including the award-winning Baldur's Gate, the Neverwinter Nights series, and Star Wars: Knights of the Old Republic. Original BioWare-created IPs include: Jade Empire, DragonAge : Origins, the critically acclaimed Mass Effect, Mass Effect 2, and Sonic Chronicles: The Dark Brotherhood for the Nintendo DS. BioWare is currently developing Star Wars: The Old Republic, a massively multiplayer online role-playing game being developed at BioWare’s studios in Austin, Texas. Recently announced, BioWare’s customer support for the upcoming game will be centralized in Galway, Ireland.
Duties and Responsibilities:
Leadership and Team Work:
• Lead, coach and motivate a team of Desktop Administrators
• In conjunction with Team Manager review performance on an ongoing basis and provide regular feedback to direct reports
• To ensure that your team understand operational KPI’s and their individual targets and manage your team’s performance to meet or exceed department SLAs and other departmental goals
• Coach and develop Desktop Administrators to deliver qualitative and quantitative targets
• Manage the team’s workload and efficiency to meet or exceed departmental goals
• Ensuring Desktop Administrators are empowered with the knowledge and skills or coached to deliver first time resolution with all contacts
• Take personal ownership and accountability of your team
• Manage employees time off requests as well as overall team attendance and adherence
• Help resolve any personnel issues in a professional and timely manner
• In conjunction with Team Manager conduct and document performance reviews with direct reports on a regular basis
• Provide accurate and complete documentation regarding any personnel or coaching efforts for all team members
• Demonstrate a passion for the success of the team, the IT group and BioWare
• Be required to work set shifts as needed that will rotate from time to time based upon department shift bidding procedures
• Undertake all reasonable requests from Management in a co-operative and professional manner
Customer Services/IT Support
• Handle the most complicated and sensitive of employee enquiries and issues
• Take responsibility for all escalations received and ensure appropriate follow-up action as required
• Take leadership role on IT projects as assigned by Team Manager
Operations
• Help manage, develop and improve on processes and procedures within the department
• Assist in developing, tracking, and reporting key performance measurements for their team
• Work closely with your Team Manager to ensure policies are adhered to and appropriate actions are followed through
• Identify customer/employee impacting issues, escalating to your Team Manager accordingly
• Maintain security and confidentiality of BioWare’s internal information and customer/account information
• Help maintain consistency with other teams
Skills and Qualifications:
• Minimum three years’ experience managing a desktop support/admin teams
• Minimum five years’ hands on desktop support/administration experience
• Solid practical knowledge of Windows 2008, Exchange 2007 Servers
• Extensive troubleshooting experience with hardware, software, and network connectivity issues
• Proven track record of delivering IT projects on time and within budget
• Previous personnel management experience
• Proven track record of coaching and developing in a one-on-one and team environment
• Detail oriented with excellent organizational skills
• Maintains a professional and approachable demeanour at all times
Person Specification:
• Team player with a positive attitude
• Ability to handle stressful situations
• Ability to lead, identify and grow talent
• Exceptional customer service skills
Compensation:
BioWare Ireland offer a highly competitive base salary and benefits package including but not exclusive to; bonus, shares, pension, life assurance, long term disability, out of country relocation and games.
Please Note
• This role will require some travel both nationally and internationally
• This position is based in Ireland and we can currently only consider applicants eligible to work in Ireland
• This role will involve shift hours.
IMPORTANT NOTICE:
You are now going to be redirected to EA Games’ Careers Portal where you will need to register your details & apply for this position for your application to be received by BioWare Ireland, A Division of EA Games.
If you are an active TLJ user you will be redirected immediately. If you are new to TLJ you will have to register with us first.
You cannot apply for this job as it is no longer active.
