Director, IT Technical Support

Why PlayStation?

PlayStation isn’t just the Best Place to Play — it’s also the Best Place to Work. Today, we’re recognized as a global leader in entertainment producing The PlayStation family of products and services including PlayStation®5, PlayStation®4, PlayStation®VR, PlayStation®Plus, acclaimed PlayStation software titles from PlayStation Studios, and more.

PlayStation also strives to create an inclusive environment that empowers employees and embraces diversity. We welcome and encourage everyone who has a passion and curiosity for innovation, technology, and play to explore our open positions and join our growing global team.

The PlayStation brand falls under Sony Interactive Entertainment, a wholly-owned subsidiary of Sony Group Corporation.

This strategic leadership position will help drive the evolution of IT operations and elevate the employee experience for one of the world’s most iconic brands!

You will play a pivotal role in shaping the future of IT support by driving transformation through AI powered automation, predictive and proactive capabilities, and intuitive, data-driven self service solutions. This leadership role oversees core support functions including Tier 2 support, Walk Up Desks, Media systems, and endpoint support. The Director drives continuous improvement through structured ITSM practices, ongoing process refinement, and strategic vendor management, delivering an increasingly frictionless employee experience.

What you'll be doing:

• Lead daily IT support operations with an emphasis on end-user experience and service quality.

• Coordinate Tier 2 support, walk-up desks, and Media support for meetings and events.

• Design and deliver scalable technical solutions and workflow automations that streamline support operations, reduce manual effort, and improve the overall employee experience.

• Improve support efficiency by introducing automation, self-service capabilities, and proactive/predictive solutions using employee experience scores and AI technologies.

• Responsibility for hardware and software asset management throughout the lifecycle.

• Collaborate with third-party service vendors and ensure service contracts are met or exceeded.

• Drive ongoing improvements through metrics analysis, customer feedback, and process audits.

• Support IT readiness for live events, business continuity scenarios, and hybrid workplace enablement.

Leadership & Strategy:

As a member of the Service & Support leadership team, you'll help lead across different regions, with a focus on personal growth, talent development, and building a high-performing, diverse, customer-centric environment. You will build strong multi-functional partnerships with other IT leaders, business units, and support partners. Your responsibilities will involve helping to shape the strategic direction of IT operations and support services.

This role collaborates closely with HR and the People Technology Services team to deliver scalable, secure, and intuitive technology solutions. You'll play a key role in automating and optimizing HR-related workflows – especially across the Joiner/Mover/Leaver (JML) lifecycle – to enhance employee experience and operational efficiency.

What we're looking for:

• Consistent record leading IT operations and service delivery in an enterprise environment.

• Broad and deep technical expertise across enterprise platforms, system integrations, infrastructure, cloud services, and endpoint environments, with the ability to evaluate, build, and scale reliable technology solutions

• Strong commitment to elevating the employee experience by designing intuitive, reliable, and frictionless IT services informed by data, feedback, and continuous improvement.

• Strong record of vendor and contract management for outsourced IT services.

• Hands-on experience with service performance reporting, metrics dashboards, and operational reviews.

• Solid grasp of Media technologies, support for hybrid work, and end-user computing environments.

• Led cross-functional enterprise from initiation to completion large-scale IT projects on time and within budget.

• Budget ownership and resource planning experience.

• Outstanding interpersonal, communication, and team leadership skills.

• Experience leading diverse, global teams in a matrixed organization.

Qualifications:

• Bachelor’s or Master’s degree or equivalent experience in Information Technology, Computer Science, or related field.

• ITIL certification (v3 or v4); Practitioner preferred.

• Experience with DEX tools (especially Nexthink) preferred.

• Experience working in high-growth or multinational companies.

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Please refer to our Candidate Privacy Notice for more information about how we process your personal information, and your data protection rights.

At SIE, we consider several factors when setting each role’s base pay range, including the competitive benchmarking data for the market and geographic location.

Please note that the base pay range may vary in line with our hybrid working policy and individual base pay will be determined based on job-related factors which may include knowledge, skills, experience, and location.

In addition, this role is eligible for SIE’s top-tier benefits package that includes medical, dental, vision, matching 401(k), paid time off, wellness program and coveted employee discounts for Sony products. This role also may be eligible for a bonus package. Click here to learn more.

The estimated base pay range for this role is listed below.
$194,200—$291,400 USD

Please 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.

Please 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.

Equal Opportunity Statement:

Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy, maternity or parental status, trade union membership or membership in any other legally protected category.

We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond.

PlayStation is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.