{"id":466141,"url":"https://alion.io/job/naughty-dog-it-support-services-lead","title":"IT Support Services Lead","company":{"id":179543,"name":"Naughty Dog","domain":"naughtydog.com","url":"https://alion.io/company/naughty-dog","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"C","score":67,"open_postings":11,"ghost_share":0.545,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Santa Monica, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":133300,"max":166600,"currency":"USD","period":"year","gross":null,"usd_annual":166600},"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Confluence","optional":false},{"name":"Crowdstrike","optional":false},{"name":"Jira","optional":false},{"name":"Linux","optional":false},{"name":"Okta","optional":false},{"name":"Qualys Cloud Platform","optional":false},{"name":"ServiceNow","optional":false},{"name":"Slack","optional":false},{"name":"Tanium","optional":false},{"name":"Windows","optional":false},{"name":"Active Directory","optional":true},{"name":"Azure","optional":true},{"name":"Microsoft Entra ID","optional":true},{"name":"Ubuntu","optional":true}],"status":"live","first_seen_at":"2026-06-24T19:42:59Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-29T10:46:53Z","board_verified":true,"closed_at":null,"days_open":126,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":126},"description":"This is an on-site position in Santa Monica, California.\nFor nearly 40 years, Naughty Dog has been crafting best-selling, critically acclaimed games that constantly push the boundaries of narrative, gameplay, and technology. Naughty Dog recently released The Last of Us Part II Remastered as well as a current generation remake of The Last of Us Part I for the PS5. We're also proud to say that The Last of Us Part I and Part II are now available for the first time on PC. Currently, we’re busy at the kennel working on Intergalactic: The Heretic Prophet, and we'd love to find talented individuals to join us!\nNaughty Dog games have long been lauded for their evocative, character-driven stories and attention to detail. We are committed to innovation within our games and as such have curated some of the top creative and technically innovative minds in the industry. We welcome diverse candidates and believe that a broad range of cultural and life experiences contribute to the overall well-being and success of the studio and the titles we craft together.\nNaughty Dog is seeking an experienced IT Support Services Lead to oversee end-user support services and support operations across the studio. This role leads the support team, drives service excellence, and partners with studio leadership to deliver reliable, high-quality technology services that support both local and remote users.\nThe ideal candidate combines strong technical expertise with exceptional leadership and customer service skills. They are passionate about supporting creative and development teams, improving operational processes, and delivering an exceptional support experience.\nWhat you will do:\nLead, mentor, and manage the performance of the IT Support team, including contract support personnel, ensuring consistent service quality and operational excellence.\nEnsure timely, effective, and customer-focused support for local and remote users.\nPartner with IT and Studio Leadership to define and execute roadmaps for support services, end-user technologies, and future initiatives.\nDevelop and improve service management practices, including KPIs, SLAs, workflows, automation, dashboards, reporting, and process optimization.\nManage and improve enterprise applications and collaboration platforms, including Microsoft 365, Slack, Zoom, Teams, Jira, and related services.\nOversee endpoint lifecycle management, including deployment, maintenance, patching, and hardware refresh programs.\nPartner with Engineering, Art, Production, and QA teams to improve support services, developer experience, and technology workflows.\nEvaluate and recommend improvements to endpoint technologies, user productivity tools, and support processes.\nSupport the deployment and maintenance of desktop and development hardware as needed.\nCollaborate with stakeholders across the studio to troubleshoot issues, identify root causes, and improve development and support workflows.\nPartner with PlayStation Studios and other SIE teams to support shared initiatives and ongoing collaboration.\nProvide advanced technical escalation support and maintain technical documentation, procedures, and support standards.\nAssist with budgeting, cost analysis, vendor evaluations, and technology planning.\nPerform additional duties as assigned.\nWhat skills you will use:\n10+ years of IT experience, including 3+ years in a Support Lead, Manager, or similar leadership role.\nExperience supporting distributed Windows and Linux environments within a production, development, or studio setting.\nExperience leading teams, managing contractor resources, setting performance goals, conducting reviews, and mentoring technical staff.\nStrong written and verbal communication, customer service, organizational, and documentation skills.\nExperience administering and optimizing service management platforms such as Jira Service Management or ServiceNow, including workflow design, automation, dashboard creation, reporting, and process improvement.\nExperience administering Atlassian products, including Jira Service Management and Confluence.\nExperience developing, managing, and reporting on KPIs and SLAs.\nExperience managing endpoint technologies and desktop lifecycle programs, including support for development workstations, operating systems, performance troubleshooting, and user productivity tools in Windows and Linux environments.\nStrong understanding of endpoint imaging, software deployment, patch management, and desktop administration.\nFamiliarity with virtualization technologies and virtual desktop environments.\nFamiliarity with automation and endpoint management technologies.\nExperience with vulnerability management and endpoint security solutions such as Qualys, Tanium, or CrowdStrike.\nExperience with identity and access management platforms such as Okta or similar solutions.\nAbility to collaborate effectively with stakeholders at all levels to improve workflows, processes, and user experience.\nAbility to effectively communicate technical concepts to both end users and leadership.\nAbility to participate in on-call support rotations and respond to after-hours studio emergencies as needed.\nBachelor's degree in Computer Science or a related field, or equivalent combination of education and experience.\nBonus skills:\nExperience supporting game development, content creation, or software engineering workflows.\nFamiliarity with workstation performance tuning, hardware evaluation, and developer productivity tools.\nFamiliarity with Microsoft Entra ID (formerly Azure Active Directory) and Microsoft cloud technologies.\nFamiliarity with Linux (Ubuntu).\nExperience supporting Perforce environments and development pipelines.\nFamiliarity with outsourcing pipelines and external development partnerships.\nPassion for games and game development.\nThe estimated USA base pay range for this zone (Los Angeles area) is listed below. This role may be eligible for additional compensation packages that includes annual bonus and other incentive plans.\n$133,300—$166,600 USD\nPlease note, Sony Interactive Entertainment conducts background checks at the offer stage for all new employees (which may include criminal background checks for some roles) and will need to process personal information to support these checks.\nPlease refer to our Candidate Privacy Notice for more information about what personal information we collect, how we use it, who we share it with, and your data protection rights.","description_format":"text","description_chars":6452,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Gaming","Media & Entertainment","Console Games"],"lifecycle":[{"event":"open","at":"2026-09-06T12:16:30Z"}],"visa":[],"liveness":{"score":8,"band":"cold","label":"Long shot","p_open":1,"p_active":0.295,"p_room":0.28,"age_days":126,"expected_fill_days":32,"reasons":["conf:3","stale_co","urgency","ghost","win:tail","crowd:"],"computed_at":"2026-10-29T05:49:05Z"},"pay":{"stated_usd_annual":166600,"is_top_pay":true},"html_url":"https://alion.io/job/naughty-dog-it-support-services-lead","json_url":"https://alion.io/job/naughty-dog-it-support-services-lead.json","meta":{"generated_at":"2026-10-29T12:27:35Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":18711,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":179543},"rest":"https://alion.io/mcp/rest/get_company?id=179543"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fnaughty-dog-it-support-services-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fnaughty-dog-it-support-services-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fnaughty-dog-it-support-services-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/naughty-dog-it-support-services-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fnaughty-dog-it-support-services-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":466141}},{"tool":"search_jobs","arguments":{"company":"naughtydog.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":466141},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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