Production

Global Support Operations Director (R23160)

WHAT MAKES US EPIC?

At the core of Epic’s success are talented, passionate people. Epic prides itself on creating a collaborative, welcoming, and creative environment. Whether it’s building award-winning games or crafting engine technology that enables others to make visually stunning interactive experiences, we’re always innovating.

Being Epic means being a part of a team that continually strives to do right by our community and users. We’re constantly innovating to raise the bar of engine and game development.

Information Technology

What We Do

Create and maintain a proactive and stable IT environment as well as provide IT support to our Epic people. You will be empowered to shape processes that deliver optimized IT service across our business. Work with emerging technologies while enabling IT success for everyone.

What You'll Do

As the Global Support Operations Director, you will help develop a team and culture focused on setting and meeting high expectations for a best-in-class service organization. Cultural fit is a must, as you will need to be self-motivated, be a critical problem solver and have amazing communication skills with a focus on delivering outstanding end-user experiences.

In This Role You Will

  • Provide direct leadership to the IT and ITAM leads around the world in the Americas, EMEA & APAC regions
  • Develop and communicate the strategy and roadmaps for Global Support Operations, which includes the Service Desk and BizOps teams
  • Motivate a team of high-performing employees (ICs and Leads) and service providers to deliver a quality set of coordinated global services with alignment to standard processes, tools, and service levels
  • Manage and report on key metrics and SLAs to key stakeholders and teams
  • Build strong relationships with key business and regional stakeholders and all Tech Services staff to ensure that delivered services and end-user efficiency goals are understood and exceeded
  • Be an active senior member of the change management teams responsible for increased incident ticket avoidance and decreased end-user downtime
  • Define organization and team goals in alignment with Epic goals and be accountable for organization and team performance
  • Prepare and present cost analysis, fiscal year planning, budget plans and proposals to senior IT leadership and/or executive stakeholders

What We're Looking For

  • 15+ years of IT/Technology experience with 10+ in a leadership position
  • Proven track record of streamlining Service Desk, Desktop and ITAM functions
  • Ability to coach and mentor an organization to deliver outstanding results
  • Team-oriented and skilled in working within an exceptionally collaborative, fast-paced environment with frequently changing priorities
  • Capacity to lead by example and develop strong personnel performance goals
  • Deep interest in technology trends and awareness of the evolution of enterprise platforms

 

EPIC JOB + EPIC BENEFITS = EPIC LIFE

Our intent is to cover all things that are medically necessary and improve the quality of life. We pay 100% of the premiums for both you and your dependents. Our coverage includes Medical, Dental, a Vision HRA, Long Term Disability, Life Insurance & a 401k with competitive match. We also offer a robust mental well-being program through Modern Health, which provides free therapy and coaching for employees & dependents. 

Throughout the year we celebrate our employees with events and company-wide paid breaks. We offer unlimited PTO and sick time and recognize individuals for 7 years of employment with a paid sabbatical.

ABOUT US

Epic Games spans across 19 countries with 55 studios and 4,500+ employees globally. For over 25 years, we’ve been making award-winning games and engine technology that empowers others to make visually stunning games and 3D content that bring environments to life like never before. Epic’s award-winning Unreal Engine technology not only provides game developers the ability to build high-fidelity, interactive experiences for PC, console, mobile, and VR, it is also a tool being embraced by content creators across a variety of industries such as media and entertainment, automotive, and architectural design. As we continue to build our Engine technology and develop remarkable games, we strive to build teams of world-class talent.

Like what you hear? Come be a part of something Epic!

Epic Games deeply values diverse teams and an inclusive work culture, and we are proud to be an Equal Opportunity employer. Learn more about our Equal Employment Opportunity (EEO) Policy here.