IT Help Desk Team Lead

Location: Austin , Texas
Category: Project Management
Employment Type: Contract
Job ID: 16685
Date Added: 06/15/2024

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What we need

Our client is looking for an enthusiastic, committed and amiable IT Provisioning Lead to provide support for our users and contractors around the world. Applicants will be highly motivated and organized, able to work alongside a team, while also having the ability to work without supervision.

What you will do

As an IT Provisioning Lead, you will be working with teams across labels to help maintain a secure environment. You'll be tasked with maintaining access requests through incoming onboarding, offboarding, and access requests. You'll work closely with our Customer Lifecycle and Support team on improvement projects and request intake. In addition, as a lead you’ll act as a mentor and escalation point to our more junior staff. This is an opportunity to enhance your career in a critical role supporting what is one of the largest and most successful game publishers. This includes:
  • Onboarding of users account, including role based provisioning and secure credential management
  • Offboarding of user accounts
  • Act as an escalation point for day-to-day access request management, using the principle of least privilege
  • Lead process improvement projects for our team as it relates to access management; with an eye to automation and self-service
  • Writing, updating, and reviewing process documentation as issues are found
  • Provide timely and innovative solutions to unique access related issues.
  • Assist security and internal audit teams on enforcing access control policies as part of the IT Provisioning Team
  • Available to cover shift patterns with other team members to cover numerous time zones
  • Ability to cover weekend on-call rotation.

Who we think will be an excellent fit

You're passionate about working with enterprise technology. You have. You're able to provide amazing customer service, develop your skill set in a large scale, enterprise environment, and are capable of working in a fast-paced, innovative, and creative environment with other highly skilled IT professionals who love games. You are eager to grow and develop skills that will help make our client the best gaming company in the world.
  • 5-7 years’ work experience in IT/support
  • Bachelor’s Degree in Computer Science or related field, MCSE certification or equivalent experience
  • Solid understanding and experience with Active Directory and Okta environments.
  • Solid understanding of the ServiceNow platform; including reporting and task management.
  • Knowledge of server and PC workstation operating systems, software and security essentials
  • Excellent organization, problem-solving, and communications skills written and verbal.
  • Ability to quickly adapt to new and changing technologies.
  • Experience with complex, multi-functional project work, tracking and maintaining progress with systems such as Jira and Smartsheet.
  • Experience with PowerShell/Scripting
  • Ability to operate calmly in a fast-moving environment.
  • Familiarity with Windows and Apple operating systems
  • Previous experience in a lead role in a team environment is helpful.
  • Familiarity with current game development consoles, development processes and terminology is a plus.


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