IT Service Team Leader

Join us at Playtika (NASDAQ: PLTK), where we're driven by the belief life needs play. We’re on a mission to deliver infinite ways to play using cutting-edge technologies like AI and machine learning to craft immersive experiences that connect, inspire and entertain millions of players worldwide.

From our start as a small mobile games company founded in Israel to our current position as a publicly traded company and industry leader, we continue to be a dominant force in interactive entertainment. With a diverse portfolio of award-winning, category-leading Casual and Social Casino-themed games, including nine of the top 100 highest-grossing mobile games in the US, we're setting the standard for excellence.

Our success story is co-authored by a dynamic team of storytellers, strategists, creators and data scientists who thrive on innovation. We are home of the best, advancing an inclusive culture that embraces our core values and reflects our agile DNA.

With a strong financial foundation, disciplined operations, unwavering player-focused approach and relentless can-do spirit, we're well-positioned for sustained growth. If you're ready to join the driving force behind the evolution of interactive entertainment, we invite you to come play with us.

Responsibilities

• Manage the IT Service Excellence center, comprised of at least 10 IT service desks and Technicians in IL
• Collaborate with local stakeholders to provide IT solutions to help meet the organization’s needs.
• Tight monitoring of IT service performances as SLA, case backlog, customer satisfaction, service efficiencies, service quality, and compliance with the IT and security-guided standards.
• Develop a service improvement plan for the Service Desk Team and set service and efficiency KPIs.
• Review the Core support process, team skills and knowledge,
• Manage the Service desk and the technician’s teams, monitor and ensure their performance meets the IT targets and improvements on time
• Establish and maintain strong relationships across teams within IT and with internal customers.
• Follow up with customers to identify areas of improvement and handle ad hock service issues
• Manage critical service-related escalations
• Provide technical leadership - Train and support the team
• Asset management ownership – manage the IT assets, transactions, HW physical and SW inventory levels, and the quality of their deployment to the users (including the compliance quality).
• Be accountable for asset reports, procurement, and costs. Handle annual budget and ensure cost-effectiveness
• Occasionally working with third parties to rectify issues
  
  

• 3+ years of experience managing and leading a team of IT professionals
• 4+ years prior experience as an IT support engineer/ Sys Admin
• Proven experience in leading and implementing service using ITSM (Service Now)
• Ability to troubleshoot and solve complex IT issues
• Excellent communication and customer service skills.
• A can-do attitude, the ability to manage multiple projects and tasks simultaneously in a dynamic, fast-changing environment, and the ability to work under pressure.
• Knowledge and experience in supporting development (R&D) teams
• Strong knowledge of Microsoft Windows operating system’ Microsoft Office products, Mac operating system, and Mac management - Must
• Proven expertise in Active Directory, Office 365, VPN, Printers, Personal computing, conference systems, and Exchange administration (email accounts, distribution lists, shared mailboxes, resources)
• Knowledge and proven experience managing endpoints using MDM -WorkSpace One
• Familiarity with supporting security products
• Excellent written and verbal communication skills in English
• The role requires high availability and accountability also in off business hours