Tech Support Lead

The Halo franchise spans games, television, novels, comics, collectibles, apparel, and more. To create these experiences, our teams rely on a technical foundation. We’re looking for a Tech Support Lead who can lead a high-impact team providing frontline support for our studio’s employees, ensuring they have the tools, systems, and hardware needed to allow them to focus on building immersive worlds and captivating stories.

• Provide hands-on technical support while leading the local User Support team (vendor and contingent staff) day-to-day, including managed service providers and contingent staff, to ensure consistent, high-quality frontline support for Halo Studios employees, including both onsite and remote users.
• Create and refine workflows in Jira Service Management, supporting incident, problem, and change handling.
• Track and report key metrics (tickets, satisfaction, recurring issues) and escalate trends that could benefit from engineering, automation, or process changes.
• Oversee hardware and asset management, including procurement, tracking, and lifecycle processes, ensuring the studio’s hardware needs are met while aligning with approval workflows and budget considerations.
• Coordinate with security and infrastructure teams on escalations, lab support, preventative maintenance, and remediation tasks, ensuring timely resolution.
• Oversee setup, troubleshooting, preventative maintenance, and upgrades for conference room AV systems, Wi-Fi infrastructure, and related equipment to ensure reliable connectivity and high-quality meeting experiences.
• Manage the inventory, setup, and maintenance of consoles, and other specialized gaming hardware to ensure teams have reliable access for development and testing.
• Actively participate in team project work, including support tool and workflow improvements, hardware standardization, and onboarding/offboarding experiences.
• Lead the team in creating and maintaining clear, user-focused technical documentation and knowledge base articles, while fostering continuous learning and training within the team.
• Demonstrate agility and responsibility by participating in on-call rotations, owning critical issues, communicating effectively to diverse stakeholders, and ensuring rapid resolution.

• 2+ years work or internship experience in information technology (IT) operations, technical support, customer service solutions/delivery, or service management OR equivalent experience.
• 1+ years of experience in guiding internal or external teams in ensuring accountability, adherence to SLAs and KPIs, and alignment with contractual or organizational standards to deliver consistent, high-quality support services.
• In-depth proficiency and understanding of end-user gaming computing hardware, including industry trends, performance characteristics of various components, display technologies, peripherals, and current Windows OS environments.
• Proficient in recommending and providing optimal hardware solutions and configurations that meet the specific performance, quality, and scalability needs of a modern game development studio at minimum across GPUs, CPUs, motherboards, and peripherals.

• Industry leading healthcare
• Educational resources
• Discounts on products and services
• Savings and investments
• Maternity and paternity leave
• Generous time away
• Giving programs
• Opportunities to network and connect

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees, we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.