IT Support Team Lead

Were looking for an IT Support Team Lead to join our award winning team conveniently located in Mid Valley City Kuala Lumpur.

As an IT Support Team Lead at Double Eleven youll work with our UK studio to deliver secure reliable and efficient IT services at our Kuala Lumpur studio. Reporting to the UK based IT Manager youll provide hands-on support whilst guiding a small team maintaining core infrastructure productivity platforms and endpoint security. Youll manage end-user support infrastructure and security systems work closely with engineering and leadership and ensure IT policies and processes balance security with practical day-to-day use. Youll manage vendors and continuously improve systems to reduce risk drive efficiency and enable the whole studio to thrive.

Double Eleven is one of the largest independent video games developers and publishers in the UK. Headquartered in Middlesbrough we employ over 400 people across our UK and Kuala Lumpur studios.

We are incredibly proud to partner with some of the worlds leading developers and publishers including Rockstar Games Obsidian Entertainment Mojang Bethesda Game Studios and Facepunch.

As a global games company weve collaborated to create new worlds in The Outer Worlds 2 helped deliver unforgettable experiences for players of Red Dead Redemption enabled millions to battle in Rust Console Edition and created new adventures in Fallout 76.

Double Eleven is more than a place to work we are deeply values-driven in all that we do and we know that we are at our best when our people feel fulfilled. We offer flexible working hours to allow you to truly enjoy work/life balance and always strive to deliver a workplace experience like no other. We regularly bring our people together to connect and have fun through our many different events parties and hobby-based clubs.

What youll be doing

• Provide reliable and efficient IT support for the Kuala Lumpur team working closely with the UK office while leading a small team of one to ensure smooth day-to-day service delivery
• Maintain and support core infrastructure productivity platforms and systems used across business and engineering teams
• Ensure effective identity and access management alongside robust security controls across company systems
• Support endpoint security across the environment helping maintain high security standards and ensuring compliance with client requirements.
• Support engineering workflows by maintaining access tooling and governance across source control and build systems
• Contribute to incident management operational resilience and disaster recovery planning for the Kuala Lumpur office.
• Build and manage relationships with IT vendors and third-party service providers
• Work closely with Engineering and Studio Leadership to ensure IT services are stable secure and scalable
• Implement and maintain IT policies governance and operational processes that enable secure effective day-to-day operations
• Continuously identify opportunities to improve systems reduce risk and enhance service delivery
  

What were looking for

• Demonstrated experience supporting IT operations within a modern security-focused environment
• Experience leading and developing people with the ability to support guide and grow a team
• Experience using standard ITSM tools particularly Jira Service Management.
• Strong knowledge of identity and access management (IAM) including MFA and SSO (e.g. Google Workspace Microsoft 365)
• Hands-on experience with endpoint security and EDR platforms
• Familiarity with virtualisation technologies (e.g. XCP-ng or similar)
• Experience working with containerised environments such as Docker
• Understanding of Git-based source control systems and developer tooling
• Exposure to CI/CD pipelines and build environments
• A practical security-first mindset able to reduce risk without blocking delivery
• Strong sense of ownership proactively identifying gaps improve systems and follow through to completion
• Clear and transparent communicator particularly during incidents and periods of change
• Confident handling of IT incidents with structured and calm approaches to investigation and resolution
• Collaborative approach ability to work effectively with both engineering and non-technical teams
• Ability to design and implement pragmatic IT processes and governance that translate policy into day-to-day operations

Qualifications

• All relevant qualifications considered

What to expect

Some of our benefits include:

Working life at Double Eleven

• Start your day any time between 9:00am and 11:00am
• 35 working hours per week with a 1 hour lunch break (with the opportunity to flex down to 30 minutes or up to 2 hours)
• 14 days annual leave holidays gazetted by the Federal Government of Malaysia (where holidays fall on a weekend youll receive either the Monday or Friday as extra holiday!)
• 1 day leave for your birthday
• Up to 10 days discretionary annual leave during our end of year break
• 1 day leave if youre moving house
• Potential for annual performance bonus
• Best-in-class tools and workflow so you can focus on creativity
• 3 additional days annual leave for 5 years service and a further 3 days annual leave for your 10 years service milestone
• State of the art office facilities in an central location with excellent transport routes
• Assorted fruit and bread options juice hot drinks and fruit
• Employee referral bonus (up to MYR5000!)
• Free game codes game swag and merchandise
• On site parking expensed

Recognising your contribution - Award Schemes

• Annual Profit Share
• Length of Service
• Annual High Performer Award

Professional development and wellbeing

• Free gym membership at a local gym in Mid Valley
• Company private healthcare cover in-patient and out-patient for you your spouse and children
• Access to mental health and wellbeing support via Plumm (includes 4 free video therapy sessions per month for both the employee and up to 3 family members aged 18) unlimited text therapy courses meditations
• A personalised development plan with dedicated support tailored to your growth and goals
• An accredited Academy providing professional qualifications
• In-studio wellbeing programmes and People team support

Team life

• Subsidised off-site team activities
• Many team events to celebrate team and game milestones
• Sponsored team activities
• Opportunity to contribute to our internal Employee Diversity and Equality Network

Ways to reach
If you have a general query or if you need support with your application and/or an alternative way to apply please do not hesitate to contact our Talent team at