Position Overview:

Essential Duties & Responsibilities:

• Manage a support team that works to resolve a wide variety of issues with varying levels of complexity.
• Ensure run books are kept current and easily understood by support staff.
• Ensure the team provides exceptional customer service to guests and Team Members with incidents resolved within defined Service Level Agreements (SLA’s).
• Ensure support is available to the business through multiple and various methods of engagement (phone, email, chat, etc.)
• Consistently develop and mature processes to drive first call resolution rates while managing call abandonment levels.
• Ensure escalations are determined in a timely fashion and hand-off to receiving team(s) are well documented for proper follow up and resolution.
• Ensure 24x7x365 scheduling meets the business’ operational support needs.
• Continually strive to improve the customer experience and perception of the IT organization through positive communications and engagements.

Additional Duties & Responsibilities:

• Maintain monthly metrics for trends, patterns, areas for improvements, training and data driven decision opportunities.
• Hiring of new Team Members, promotions, creating a work environment that promotes teamwork, performance feedback, discipline, recognition, and termination; or managing the successful delivery of business initiatives leveraging 3rd party resources (i.e. inter departmental, vendors, contractor).
• Exercise staff oversight to ensure team members are managing their time effectively to produce deliverables.
• Contribute to the definition, execution, and reporting of departmental multi-year strategies and roadmap consistence with the overall Company goals and objectives.
• Maintain department SOPs in accordance industry regulations and corporate standards.
• Drive operational excellence by establishing performance goals, controls for the department.

Additional Duties & Responsibilities:

Additional Duties & Responsibilities:

Minimum Qualifications:

• 21 years of age.
• Proof of authorization/eligibility to work in the United States.
• Bachelor’s degree in relevant discipline or equivalent work experience.
• Must be able to obtain and maintain a valid Nevada Gaming Control Board registration and any other certification or license, as required by law or policy.
• 5 years of experience in Information Technology.
• • ITIL Foundations certification or equivalent experience working within ITIL processes.
• • Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of different backgrounds and levels of experience. • Must be able to work varied shifts, including nights, weekends and holidays

Physical Requirements:

• Lift or carry 20 pounds, unassisted, in the performance of specific tasks, as assigned.
• Physically access all areas of the property and drive areas with or without a reasonable accommodation.
• Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts.
• Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts.
• Ability for prolonged periods of time to walk, stand, stretch, bend and kneel.
• Work in a fast-paced and busy environment.
• Work indoors and be exposed to various environmental factors such as, but not limited to , CRT, noise, dust, and cigarette smoke