IT Operations Manager

Devoted Studios is a production management company for external development in video games. With a mission to create equal opportunity for all talent globally to work on the games of their dreams, Devoted Studios aims to decentralize game development. We partner with 1400+ programmers, artists, and designers, from freelancers to small studios, all over the world, and not only match them to project opportunities but manage the production from A-Z.

We are looking ifor an IT Operations Manager to join the IT department. In this role, you will be responsible for providing support and maintenance of the company's IT infrastructure and assets. You will also be responsible for handling IT JIRA tickets, checking if tickets are fulfilled in a proper way and assigned to relevant team members. 

*This is a remote, full-time contracted position

RESPONSABILITIES

• Procure inventory (assets, computers, cables, etc.) that align with production requirements.
• Research pricing and calculate budgets for IT infrastructure setup based on project requirements.
• Assist the IT Administrator in maintaining inventory accuracy by conducting regular audits, reconciling physical inventory with system records, and addressing any discrepancies.
• Own and manage the vendor's onboarding and offboarding process. Jira, Slack, Remote PCs setup, software. 
• Collaborate with the Production department to understand infrastructure requirements and priorities for project setups, delivering tailored solutions.
• Coordinate communication with onsite office administration regarding purchases and activities requiring outsourced IT support.
• Manage company accounts for software and corporate licenses, including assigning, reassigning, purchasing, and cost control.
• Conduct calls with client IT teams to ensure compliance with all requirements and clarify details for integration with client IT infrastructure, enabling the internal IT team to successfully proceed with the integration.
• Support external and internal teams in setting up project infrastructure, providing guidance, checking workstation and account performance, and ensuring usability for the team.
• Carry out basic infrastructure support tasks for specific projects based on IT Administrator guidelines, such as rebooting workstations in case of issues and ensuring all workstations are online before the team's workday begins.
• Develop and maintain a comprehensive knowledge base documenting IT infrastructure-related processes and procedures, ensuring accessibility for all team members.
• Assist with team training by identifying knowledge gaps, creating training materials, and enhancing team members' IT security skills.
• Checking IT requests and Jira tasks, ensuring tickets are properly addressed and assigned to the relevant team members.

GENERAL ONBOARDING

1. Corporate Email Creation or Reactivate it - Check & Control (+ update Airtable)
2. Thinkific course & support - Check & Control (+ update Airtable)
3. Create a Slack Channel & and add there artists & SA manager
4. Jira Project Access & Slack Access (+ update Airtable Multi Guest or Single Guest)
5. Team Slack Introduction
6. ESET Antivirus Installation - Check & Control (+ update Airtable) - not always
7. KnowBe4 Course - Check & Control (+ update Airtable) - not always
8. Corporate LicenseSoftware - Check & Control (+ update Airtable) - not always
9. VPN Support

GENERAL OFFBOARDING

Deactivate Corporate Email (if we are finished our work completely, if we finished it for 1 project, but still working on other this step needs to be skipped) - Check & Control (+ update Airtable)

Archive Slack Channel (only if producer ask to do it)

Remove Jira Project Access & Slack Access (if we are finished our work completely, if we finished it for 1 project, but still working on other this step needs to be skipped) Check & Control (+ update Airtable)

Remove ESET Antivirus Installation - Check & Control (+ update Airtable) - not always

Remove KnowBe4 Course - Check & Control (+ update Airtable) - not always

Remove Corporate LicenseSoftware - Check & Control (+ update Airtable) - not always

Sent Artists “Thank you messages”

Ask “Confirmation about - that artists do not have any project materials on his/her personal computer”. Put screenshot confirmation on Jira Offboarding task.

Requirements

2+ year of experience in IT infrastructure management

Laptop / Desktop hardware troubleshooting

Software Troubleshooting (macOS, Windows, Ubuntu Linux, VPN, etc.)

User request and incident management

Experience with Atlassian products: JIRA, Confluence, and Servicedesk

Knowledge of ITIL framework

Strong problem-solving skills

Excellent communication and interpersonal skills

English level at least B2

• Strong and enthusiastic team – you will have the opportunity for knowledge sharing, learning, and professional self-development
• Interesting and challenging tasks – solve diverse and difficult issues, communicate with people within the company as well as with our partners;
• Convenient working conditions – remote work, the opportunity to build your own working day with flexible working hours
• А chance to work in a highly professional and dynamic team working with a wide range of International Game Production projects, attractive remuneration package, and opportunities to develop professionally.

This is a remote, full-time contracted position.

We are an equal opportunity company and all qualified applicants will receive consideration for a contract without regard to race, color, religion, sex, national origin, gender identity, disability, protected veteran status, or any other characteristic protected by law.