Tech Support Lead
 Microsoft | |
 United States, Washington, Redmond | |
 Sep 28, 2025 | |
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OverviewThe 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. We are looking for a Tech Support Lead that will combine hands-on technical support with day-to-day leadership of the local support team, partnering with internal engineering/security groups to keep systems running smoothly. You will foster a collaborative culture where reliable hardware setups, timely asset provisioning, and effective support operations set the standard, continually raising the bar for the service experience of our studio teams. You will also contribute ideas for process improvements and industry leading practices that enhance productivity and user satisfaction, helping ensure that our technical foundation supports the studio's creative goals. This position is for someone with technical support experience who enjoys leading a team by example, and contributing to a collaborative, high-performing studio environment. 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.
ResponsibilitiesProvide 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. This includes guiding the team in ticket resolution, prioritization, customer service, hardware/software issue resolution, and support for development environments.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. | |