IT Service Operations Manager

Cary, North Carolina, United States


For over 25 years, Epic Games has been making award winning games and game engine technology that empowers others to make visually stunning games and 3D content that brings environments to life like never before. Epic’s award-winning Unreal Engine technology not only provides game developers the ability to build high-fidelity, interactive experiences for PC, console, mobile, and VR, it is also a tool being embraced by content creators across a variety of industries such as media and entertainment, automotive, and architectural design.  As we continue to build our Engine technology and develop remarkable games, we strive to build teams of world-class talent.


We are currently searching for a hands-on Manager of IT Service Operations who will set and maintain a superior level of quality of IT service to the organization.  You will lead a growing global IT Support team responsible for service desk operations, desktop support, IT automation, A/V support, network security, NOC, etc.

 The person in this role will be responsible for the following:

  • Leading the IT Support Operations team globally to proactively provide support to the organization

  • Developing standards with key stakeholders and managing the team to exceed those standards

  • Working with department leads to understand their business needs as it relates to IT and technology needs

  • Devising and establishing an IT framework and the systems to support Epic’s games, platform, engine and enterprise business in a 24x7 global live operations environment

  • Creating innovative solutions in areas that will impact the IT team and/or the business in general

  • Defining technological needs and working with teams to determine best cost, time and  implementation solutions for delivery

  • Managing an IT Budget that will allow you the ability to proactively provide services to various teams throughout the organization

 The ideal candidate will have a mix of the qualifications below:

  • Proven experience managing service related IT operations globally in a scaling technology company

  • Experience with automation to support scalability and growth

  • Ability to manage and lead a team of IT operations professionals globally in a dynamic, fast-paced and creative environment

  • Ability to analyze and design solutions to support the entire lifecycle of technology implementations to meet business requirements

  • Solid understanding of computer systems (hardware/software), networks etc.

  • Strong understanding of ticketing systems and monitoring tools (Experience with Atlassian products preferred)

  • Demonstrated ability to establish technical trust with business leaders and customers

  • Strong leadership and negotiation skills with business and technical groups

  • Experience managing information technology budgets

  • Excellent verbal and written communication skills

Please submit your resume and we’ll be in touch soon.

This is going to be Epic!