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IT Support Services Lead

Naughty Dog· Naughty Dog
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Santa Monica, CA$133.3k - $166.6kfull-timePosted 3mo ago

About the role

Experienced IT Support Services Lead responsible for overseeing end-user support, service delivery, and support operations across Naughty Dog. Leads the IT Support team, partners with studio leadership, and ensures reliable, high-quality technology services for local and remote users.

Responsibilities

  • Lead, mentor, and manage the performance of the IT Support team, including contract support personnel, ensuring consistent service quality and operational excellence.
  • Ensure timely, effective, and customer-focused support for local and remote users.
  • Partner with IT and Studio Leadership to define and execute roadmaps for support services, end-user technologies, and future initiatives.
  • Develop and improve service management practices, including KPIs, SLAs, workflows, automation, dashboards, reporting, and process optimization.
  • Manage and improve enterprise applications and collaboration platforms, including Microsoft 365, Slack, Zoom, Teams, Jira, and related services.
  • Oversee endpoint lifecycle management, including deployment, maintenance, patching, and hardware refresh programs.
  • Partner with Engineering, Art, Production, and QA teams to improve support services, developer experience, and technology workflows.
  • Evaluate and recommend improvements to endpoint technologies, user productivity tools, and support processes.
  • Support the deployment and maintenance of desktop and development hardware as needed.
  • Collaborate with stakeholders across the studio to troubleshoot issues, identify root causes, and improve development and support workflows.
  • Partner with PlayStation Studios and other SIE teams to support shared initiatives and ongoing collaboration.
  • Provide advanced technical escalation support and maintain technical documentation, procedures, and support standards.
  • Assist with budgeting, cost analysis, vendor evaluations, and technology planning.

Qualifications

  • 10+ years of IT experience, including 3+ years in a Support Lead, Manager, or similar leadership role.
  • Experience supporting distributed Windows and Linux environments within a production, development, or studio setting.
  • Experience leading teams, managing contractor resources, setting performance goals, conducting reviews, and mentoring technical staff.
  • Strong written and verbal communication, customer service, organizational, and documentation skills.
  • Experience administering and optimizing service management platforms such as Jira Service Management or ServiceNow, including workflow design, automation, dashboard creation, reporting, and process improvement.
  • Experience administering Atlassian products, including Jira Service Management and Confluence.
  • Experience developing, managing, and reporting on KPIs and SLAs.
  • Experience managing endpoint technologies and desktop lifecycle programs, including support for development workstations, operating systems, performance troubleshooting, and user productivity tools in Windows and Linux environments.
  • Strong understanding of endpoint imaging, software deployment, patch management, and desktop administration.
  • Familiarity with virtualization technologies and virtual desktop environments.
  • Familiarity with automation and endpoint management technologies.
  • Experience with vulnerability management and endpoint security solutions such as Qualys, Tanium, or CrowdStrike.
  • Experience with identity and access management platforms such as Okta or similar solutions.
  • Ability to collaborate effectively with stakeholders at all levels to improve workflows, processes, and user experience.
  • Ability to effectively communicate technical concepts to both end users and leadership.
  • Ability to participate in on-call support rotations and respond to after-hours studio emergencies as needed.
  • Bachelor’s degree in Computer Science or a related field, or equivalent combination of education and experience.

Skills

Required:IT leadershipEnd-user supportService management platformsJira / Confluence administrationKPIs / SLAsEndpoint lifecycle managementWindows & Linux supportEndpoint imaging and software deploymentSecurity & vulnerability managementIAM / Okta
Last updated Jul 5, 2026. Interested? Apply on the company site.

About Naughty Dog

Naughty Dog, LLC.

Naughty Dog, LLC.

The Last of UsUnchartedPS5PS4PC
Company profileWebsite

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