IT Support Services Lead

This is an on-site position in Santa Monica, California. For nearly 40 years, Naughty Dog has been crafting best-selling, critically acclaimed games that constantly push the boundaries of narrative, gameplay, and technology. Naughty Dog recently released The Last of Us Part II Remastered as well as a current generation remake of The Last of Us Part I for the PS5. We're also proud to say that The Last of Us Part I and Part II are now available for the first time on PC.

Currently, we’re busy at the kennel working on Intergalactic:
The Heretic Prophet, and we'd love to find talented individuals to join us! Naughty Dog games have long been lauded for their evocative, character-driven stories and attention to detail. We are committed to innovation within our games and as such have curated some of the top creative and technically innovative minds in the industry. We welcome diverse candidates and believe that a broad range of cultural and life experiences contribute to the overall well-being and success of the studio and the titles we craft together.

• 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 Play Station 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.
• Perform additional duties as assigned.

• 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 Service Now, 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 Crowd Strike.
• Experience with identity and access management…