Manager, IT Operations

Unity Software
Bengaluru
Workplace: RemoteFull timeFunction: IT Operations (Systems/Network Admin)Skills: ["Communication","Customer service","Leadership","Problem-solving","Adaptability"]

Lead and mentor Unity’s first-line internal support team in a fast-paced 24/7 helpdesk environment. Serve as a first point of contact for employees, triage and resolve hardware/software issues, manage tickets with timely and accurate responses, and escalate when needed. Monitor request patterns to improve support, drive automation, and grow the IT knowledge base with clear documentation, while coordinating with IT on new technology solutions and system maintenance.

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FursaFursa
Unity Software
Unity Software
1 day ago

Manager, IT Operations

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Lead and mentor Unity’s first-line internal support team in a fast-paced 24/7 helpdesk environment. Serve as a first point of contact for employees, triage and resolve hardware/software issues, manage tickets with timely and accurate responses, and escalate when needed. Monitor request patterns to improve support, drive automation, and grow the IT knowledge base with clear documentation, while coordinating with IT on new technology solutions and system maintenance.
Location: Bengaluru
Workplace: Remote
Employment Type: Full time
Job Function: IT Operations (Systems/Network Admin)
Seniority: Manager level

Key Responsibilities

  • •Lead and mentor Unity’s first-line internal support team, keeping day-to-day operations running smoothly.
  • •Receive and respond to employee customer requests via a ticketing system with timely, accurate, and courteous replies.
  • •Prioritize, triage, troubleshoot, and resolve requests, escalating to the appropriate teams when needed.
  • •Identify recurring pain points and patterns in requests, translating insights into improved support.
  • •Find and build automation opportunities and expand the IT knowledge base with clear documentation.

Pay and Benefits

Perks:Health InsuranceLife InsuranceDisability InsuranceCommuter BenefitsRetirement PensionPaid LeaveParental Leave

Key Requirements

  • •Proven ability to lead, coach, and manage a small support or helpdesk team.
  • •An IT-related degree or relevant professional experience.
  • •Experience supporting both macOS and Windows computers.
  • •Excellent customer service and communication skills in English (oral and written).
  • •Ability to adapt to change, delays, and unexpected events.
Experience:HelpdeskIT support24/7 support
Skills:CommunicationCustomer serviceLeadershipProblem-solvingAdaptability
Languages:English
Tech Stack:MacOSWindowsTicketing systemGoogle WorkspaceSlackLinux

Company Brief

Unity Software
Develops the Unity real-time 3D development platform used to create, operate, and monetize interactive experiences and games across mobile, console, PC, and AR/VR platforms. Serves developers, studios, and enterprises worldwide.
Industry: Developer Tools
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2004
Glassdoor
Glassdoor: 3.8
WebsiteLinkedIn