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Schell Games

Help Desk Lead

Operations · Pittsburgh, Pennsylvania
Department Operations
Employment Type Full-Time
Minimum Experience Mid-level

Schell Games is a highly talented group of artists, programmers, producers, and game designers led by game industry veteran Jesse Schell.  We like creating family-friendly games that are transformational and fun.  Presently, we focus on creating a wide variety of innovative gaming experiences including theme park installations, web-based MMOs, next-generation consoles, social games, and mobile platforms.  


Do you believe games can be fun and emotionally engaging?  Would you agree that games can positively affect people?

If you answered "YES!" to both questions, you might be a fit for our studio!  



Schell Games is looking for a service-oriented Help Desk Lead to join our Operations and IT team.  This position will report to the Senior Director of IT & Facilities, and manage a help desk technician. This position will also play an active role as an individual contributor in help desk support and ticket resolution. As Help Desk Lead, you are an expert in your discipline and share your knowledge with the rest of the team.  You set a high bar for delivery and hold others on your team accountable. You are deeply familiar with IT best practices, and identify and help improve faulty processes.  You are a prime example to others of what a Help Desk Lead should be, and you actively promote those values.



  • Plan, direct, and coordinate daily activities of the help desk team

  • Manage, prioritize, and resolve help desk tickets, maintaining a high bar for response and resolution times and escalating tickets to senior IT team as necessary

  • Manage help desk personnel including career development, mentoring, and training

  • Manage new hire hardware/software preparation and onboarding

  • Manage and maintain IT support documentation

  • Maintain IT inventory for PC builds, VR hardware, and basic IT supplies

  • Update PC build standards annually or as necessary

  • Strong technical knowledge of Microsoft Windows and Active Directory

  • Manage IT equipment in conference rooms and demo areas


  • At least 8 years of progressive help desk management of similar (or larger) company sizes 

  • Excellent customer service skills

  • Excellent troubleshooting & diagnostic skills with an analytic approach to problem-solving

  • Excellent verbal and written communication skills

  • Excellent interpersonal skills

  • Good time management skills

  • Ability to work and remain calm under pressure

  • Ability to lead and work within a team

  • Experience with Google G-Suite a plus



  • Requires repetitive movements

  • Ability to lift 40+ pounds

  • Physical dexterity for setting up computers, IT hardware, desktop stations and office furniture

  • Ability to move and lift assembled office furniture and IT hardware

  • Squatting, crouching, standing, lifting 


  • BS in Information Technology or equivalent work experience

Return to the studio's home page. 

The candidate selected for this position will be subject to standard employment verification and criminal background check upon offer of contingent employment.

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  • Location
    Pittsburgh, Pennsylvania
  • Department
  • Employment Type
  • Minimum Experience