Senior Manager of End Used

At Tripledot, we don't just build games; we build engines of scale. As the Senior Manager of Service Ops, you are the architect of the internal "Product"—the digital environment where 2,500+ of the world’s best game makers live. Forget traditional, slow-moving IT. We need a leader to turn our Helpdesk into a high‑velocity Tech Ops machine. You’ll be responsible for unifying 12+ global studios into a single, seamless support experience.

Your mission is simple: remove every technical roadblock standing in the way of our teams, using automation and AI to make support feel like magic.

• Lead and Develop Global Team: Directly manage, mentor, and scale the geographically dispersed Service Operations team. Foster a culture of high performance, continuous learning, and seamless collaboration across all global teams.
• Strategy & Roadmap Ownership: Define and maintain the strategic roadmap for all End User Experience initiatives, ensuring alignment with global business objectives and M&A integration plans.
• Architect the Service Desk: Lead the rollout of Serval, our unified global AI support platform. Merge decentralized studio IT into a high-performance "Follow-the-Sun" model that supports America, APAC, and beyond.
• Drive the AI Revolution: Treat "ticket toil" as a bug. You are the DRI for automating the internal journey, with a mandate to resolve 15% of all requests via AI agents and smart self‑service workflows.
• Own the Productivity Stack: You hold the keys to our core tools:
  Slack, Okta, Google Workspace, and our approved AI suite (Gemini, Claude, etc.). You ensure these tools aren't just "available," but optimized for elite productivity.
• Global Hardware Logistics: From Mac Book M4s to specialized dev rigs, you own the lifecycle. You’ll ensure our global procurement and onboarding are so slick that a new hire’s first day feels like an upgrade, not a chore.
• Experience-Driven Metrics: Shift the focus from "Tickets Closed" to XLAs (Experience Level Agreements). You will be judged on First Contact Resolution (FCR > 70%) and the actual frictionless experience of our employees.

• Years of Leadership: Minimum 8+ years of progressive IT leadership experience, with at least 3 years leading a geographically dispersed team of 15+ service delivery and operations professionals.
• Scale of Impact: Proven success leading IT/EUC functions through rapid hyper‑growth, including the successful technical and cultural integration of at least two acquired studios or companies.
• Expertise in Stack: Deep, hands‑on administrative expertise in Okta’s Identity Cloud and Google Workspace Enterprise. Certified experience deploying and managing a modern MDM solution (e.g., Kandji, Hexnode, Intune) for over 1,500 endpoints.
• Service Desk Transformation: Direct experience leading the implementation of a unified, global service platform (ESM/Service Now) and successfully migrating decentralized studio IT onto a centralized "Follow-the-Sun" model.
• The "Force Multiplier" Mindset: You don't just solve problems; you build systems so they never happen again. You hate bureaucracy and love efficiency.
• Battle‑Hardened Leadership: You’ve led global IT support through hyper‑growth or M&A. You know how to integrate a new studio (like the Belka team) into a central culture without missing a beat.
• Tech‑Fluent & Data‑Obsessed: You’re an expert in Okta, MDM, and modern ESM platforms, but you live in the dashboard. If you can’t measure the impact of a change, you don’t make it.
• AI Pragmatist: You have a clear vision for how LLMs and automation can transform internal support from a cost center into a competitive advantage.
• Cultural Fit: You are low‑ego, high‑output, and thrive in a "No‑nonsense" environment where the best data‑backed idea always wins.

• You will be part of a fun mobile gaming company aiming to embrace the future of AI‑driven creativity and explore where the industry is moving.
• You will be instrumental in shaping the backbone of the AI/ML and IT systems that will power solutions that will spread throughout the whole group.
• You will operate in an environment that values an experimental mindset, focusing on…