Microsoft Corporate Tech Support Lead 

United States, Washington 

313497156

Halo franchis games, televisionries, novels, comics, licend collectibles, apparel, and more.constantly evolving andpanding into new arenas of entertainment, and we need a talented,rvice-oriented professional tolp drive tbackbone of our studio’s technologicalllence. As our IT Ur Support Many have treliable tools, hardware configurations, and efficientrvice manement process needed to create tt generation of gaming

As a Corporate Tech Support Lead,you will partner cloly with our internal development, production, and creative teams to provide top-tier frontline support. You will overe manrvice provider(s) and contingent staffing, refine our ITIL-bad procesour equipment lifecycles ensuring everyone in tstudio can focus on building immersive worlds and captivating stories. With your guidance,cure, high-performing environment,eamline project timelines, andultimately reducefriction so our creators can focus on delivering great experiences.

You will foster a collaborative culture wn-class hardwaret provisioning, andamless support operations become standard. This includes evaluatingtechnologies, driving process improvements, andmpioning practices that enhance productivity and ur satisfaction. By connecting with stakehers across all disciplines you willlp ensure that our technical foundation supports and accelerates trealization of our creative vision.

r with a growth mindt, innovate to empower ot

Required Qualifications:

• 4+ years experience in information technology (IT) operations, technical support, customer service solutions/delivery, or service management
  • OR equivalent experience.
• 2+ years of people managementexperience, leading technicalteamsor 2+ years of technical project management or incident managementleadershipexperience.
• 3+yearsofexperienceinguiding internal orexternal teams in ensuring accountability, adherence to SLAs and KPIs, and alignment with contractual or organizational standardsto deliver consistent, high-quality supportservices.
• 4+ years of Demonstrable, in-depth understanding of end-usergamingcomputing hardware, includingindustry trends,performancecharacteristics of various components, display technologies, peripherals, and current Windows OS environments. Able to recommend andprovideoptimalhardware solutions and configurations that meet the specific performance, quality, and scalability needs of a modern game development studioat minimum across GPUs, CPUs, motherboards, and

or preferred qualifications

• helor's Degree in information technology(IT), Computer Science, or related field (e.g., Electrical Engineering) AND 4+yearswork or internshipexperience in IT operations, technical support, customerservice solutions/delivery, orservice management OR equivalentexperience.

• Familiarity with project management practices, tools, and methodologies (e.g., experience with SCRUM project managementmethodology, TFS, DevOps, JIRA or similar)

• perience with managing workstation infrastructure, datacenter infrastructure, or Azure

• Proven ability to manage project deliverables and track progress with multiple teams across the

• Communication & Stakeholder Management:written and verbal communication skills, with theability to present complexinformation clearly to non-technical audiences andsenior

• Experience in Game Development Studios:Previousinvolvement in a game development studio environment, understanding its unique demands, workflows, and hardware/software needs.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:

Microsoft will accept applications for the role until February 6, 2025.

Key Responsibilities:

• Lead and providestrategic frontline technical support to Halo Studios employees, both remotely and on-site, resolving complexhardware/software issues andsetting up advanced game development environments (including proprietary tools and Unreal Engine).

• Lead and manage theoperations of managedservice teams, ensuringseamless and efficient support for studio employees and partners, while holding theMSA accountable for meeting SLAs and KPIs that align with theexpectations outlined in theMSA contract.

• Champion the implementation and continuous improvement of current ITILpractices forservice management, ensuring strict adherence to incident, problem, and change management processes in JiraService Management, and driving overallservice excellence.

• Track and report key metrics (e.g., productivity, product usage, tickets, satisfaction) to drive insights that optimize supportservices and enhance theuserexperience, including identifying opportunities to collaborate with engineering andsecurity teams to address recurring issues by implementing processchanges, resolving theroot cause, or adding automation to ultimately reduce ticket volume and improve overall efficiency.

• Contribute to designing and improving tools for local support,identifyingbusiness needs and opportunities, and defining therequirements for successfulexecution to enhance support efficiency.

• Provide clear, proactive communicationregardingsystem downtimes, maintenance schedules, and IT updates, ensuring all stakeholders are informed through multiple methods, including Status Pag

• see comprehensive asset management, including procurement, inventory, lifecycle management, and cost optimization, ensuringstrategic alignment with thestudio’s gaming hardware needs and budget considerations.

• Lead and resolve complextechnical projects and issues as theinternal escalation point, driving collaboration across teams to resolve high-impactchallenges, managing project timelines and deliverables, and deliveringstrategic updates tosenior

• see lab support, ensuringsetup, troubleshooting, preventative maintenance,security vulnerability remediations, and escalations forservers, user machines, and gaming hardware.

• Serve as theIT Support Product Owner, leading Scrum processes,identifyingand prioritizing impactful projects, driving thesuccessfulexecution of goals, managing risks, and providing regular communication tosenior

• see theonboarding and offboarding processes, ensuringaccuraterole-based access provisioning, efficient hardwaresetup, and issue resolution for new hires, as well assecure and efficient offboarding fordeparting

• Drive thecreation and maintenance of comprehensive technical documentation and knowledge basearticles, fostering a culture of continuous learning, and providing ongoing training and development within the

• strateagility and responsibility byparticipatingin on-call rotations, owning critical issues,communicating effectively to diversestakeholders,and ensuring rapid resolution and knowledge transferwith an emphasis on learning and improvement.