Job Description: Join our client's dynamic IT team supporting the development of AAA games at one of the industry's top entertainment studios. We are looking for a Lead Desktop Support Engineer to drive IT excellence across multiple game development studios, ensuring a seamless technology experience for our teams. This position is to work onsite in the Bogota office. Key Responsibilities: Ensure the onboarding experience aligns with global IT standards. Collaborate with the Desktop Support Engineering team on tasks such as imaging, new machine setup, PC refreshes, hardware replacements, and software licensing. Provide Tier 1-3 IT support for both onsite and remote employees. Manage incidents: respond, track, resolve, and perform root cause analysis to prevent recurring issues while meeting Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Identify challenges and opportunities, developing technical solutions through automation, scripting, and best engineering practices. Develop tools and scripts for routine and complex maintenance within the Desktop Engineering space. Facilitate communication between team members, Site IT, and Global IT Functions. Act as the final escalation point for complex technical issues. Qualifications: Bachelor's degree or professional training/certifications in relevant areas or equivalent work experience. 5+ years of experience in IT within a gaming studio or entertainment media industry. 2+ years of experience in a senior IT or leadership role. Strong experience deploying, updating, and troubleshooting Windows- and Mac-based workstations using ConfigMgr, JAMF (Casper), and other system management tools. Familiarity with network protocols (TCP/IP, UDP, DNS, SMTP, SNMP, and network hardware. Experience with G-Suite administration, Endpoint management tools (MECM/Intune), anti-virus solutions, VDI solutions, DNS, DHCP, Active Directory, and advanced troubleshooting. Understanding of game consoles and helpdesk ticketing tools such as ServiceNow. Customer-focused, with a desire to help end-users achieve their best work through top-tier IT support. Benefits: Comprehensive health benefits including medical, dental, and life insurance, plus a global fitness benefit and mental wellbeing support. Professional development opportunities with training programs, career advancement, and tuition reimbursement. 15 vacation days, paid holidays, and sick leave to support work-life balance. Opportunity to contribute to the development of major gaming titles. Additional perks such as meal cards, game credits, and console reimbursement programs. Inclusive and supportive work environment in a newly renovated office. #J-18808-Ljbffr