Manager, IT Operations

We seek a skilled Manager, IT Operations to join our remote helpdesk team and support all Unity's employees. As the first point of contact, you'll play a vital role in ensuring the smooth operation of Unity's technology systems. In this fast-paced, 24/7 environment, you'll diagnose and resolve software and hardware problems, provide technical assistance, work with the IT team on new technology solutions and system maintenance, and identify areas for improvement. Your excellent communication skills will be critical, as you'll need to explain technical information to non-technical individuals effectively. The goal of this role is to provide outstanding customer service in a timely manner. What you’ll be doing Lead and mentor Unity's first-line internal support team, helping each person grow while keeping the team's day-to-day running smoothly. Receive and respond to customer requests via our ticketing system with timely, accurate, and courteous replies. Prioritize, triage, troubleshoot, and solve requests, or when unable to assist, escalate to the relevant team. Keep a finger on the pulse of the company, spotting patterns in requests, surfacing recurring pain points, and turning that insight into better support Find and build opportunities for automation, and grow our IT Knowledge Base with clear, useful documentation. What we’re looking for Proven ability to lead, coach, and manage a small support or helpdesk team An IT-related degree or relevant professional experience Experience with both macOS and Windows computers Excellent customer service skills, and outstanding communication skills in English, both oral and written. Good at adapting to change, delays, and unexpected events You might also have Good knowledge of networking and experience with network troubleshooting SaaS administration experience Google Workspace & Slack preferred Linux experience Relocation support is not available for this position. Work visa/immigration sponsorship is not available for this position. Life at Unity Unity (NYSE: U) is the world’s leading platform for creating and operating real-time 3D (RT3D) content. Creators, ranging from game developers to artists, architects, automotive designers, filmmakers, and others, use Unity to make their imaginations come to life. Unity is the foundation upon which the world’s most powerful digital content is created. Specifically, Unity’s platform provides a comprehensive set of software solutions to create, run and monetize interactive, real-time 2D and 3D content for mobile phones, tablets, PCs, consoles, and augmented and virtual reality devices. www.unity.com . this form to let us know. This position requires the incumbent to have a sufficient knowledge of English to have professional verbal and written exchanges in this language since the performance of the duties related to this position requires frequent and regular communication with colleagues and partners located worldwide and whose common language is English. Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Unity does not accept unsolicited headhunter and agency resumes. Unity will not pay fees to any third-party agency or company that does not have a signed agreement with Unity. Prospect Applicant [email protected] . This range reflects the anticipated base salary for this position. Beyond base salary, this role may be eligible for equity awards and participation in our company incentive plans (such as annual discretionary bonuses or sales commissions). The final offer amount will depend on several factors, including geographic location and the candidate’s relevant experience, professional background, and skill set. Benefits At Unity, we want our team members to thrive. We offer a wide range of benefits designed to support well-being and work-life balance. Please note: Benefits eligibility, specific offerings, and coverage vary based on the country and employment status. While specific benefits vary, here are some of the ways we strive to take care of our eligible team members globally: Comprehensive health, life, and disability insurance | Commute subsidy | Employee stock ownership | Competitive retirement/pension plans | Generous vacation and personal days | Support for new parents through leave and family-care programs | Office food snacks | Mental Health and Wellbeing programs and support | Employee Resource Groups | Global Employee Assistance Program | Training and development programs | Volunteering and donation matching program Life at Unity Unity [NYSE: U] is the world’s leading game engine, powering play for more than 3 billion consumers each month. The top mobile games in the world, the most played PC indie titles, the most innovative console games, and virtually all of the top XR and Web Games are developed, deployed, and grown in Unity. Unity also enables teams across industries like automotive, manufacturing, and healthcare to design, simulate, and collaborate in 3D — closing the gap between ideas and reality. For more information, please visit www.unity.com . Unity is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. Therefore, we provide employment opportunities without regard to age, race, color, ancestry, national origin, disability, gender, or any other protected status in accordance with applicable law. If you have a disability that means there are preparations or accommodations we can make to help ensure you have a comfortable and positive interview experience, please fill out this form to let us know. This position requires the incumbent to have a sufficient knowledge of English to have professional verbal and written exchanges in this language since the performance of the duties related to this position requires frequent and regular communication with colleagues and partners located worldwide and whose common language is English. Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Unity does not accept unsolicited headhunter and agency resumes. Unity will not pay fees to any third-party agency or company that does not have a signed agreement with Unity. Your privacy is important to us. Please take a moment to review our Prospect and Applicant Privacy Policies. Should you have any concerns about your privacy, please contact us at [email protected].