IT Helpdesk Supervisor

The IT Supervisor is responsible for directing the activities of the IT Operations support staff and acts as a liaison to other departments, vendors, and guests. This team member works within general methods and procedures, exercises considerable independent judgment to select the proper course of action, and is required to review the work of subordinate information technology technicians to ensure conformance with established guidelines, methods, procedures, and policies related to the information technology program area.

Primary duties and responsibilities include, but are not limited to, the following:

• Coordinate IT Operations activities to ensure a smooth flow of daily business needs.
• Plan and schedule 24 X 7 IT support.
• Supervise team, including hiring input, coaching and counseling, training and evaluation decisions.
• Coordinate the planning, installation, testing and maintenance of equipment/products.
• Meet with users to determine quality of service and make necessary adjustments to accommodate their needs.
• Assist in the development of documentation and long-term strategies for growth of department resources.
• Maintain a broad knowledge of state-of-the-art technology, equipment and/or systems.
• Any other duties as assigned within the scope of this position.

KNOWLEDGE/SKILLS/ABILITIES

• Excellent oral and written communication skills are required.
• Establish and maintain effective, cooperative working relationships.
• Work effectively with minimal supervision and manage several different tasks at once.
• Significant knowledge of computer operating systems, applications, networking, hardware, mobile devices, and telephone systems.
• Must be proficient in Microsoft Office/365 Suite of Products: Word, Excel, Outlook, etc.
• Knowledge of ticket management and scheduling software.
• Hospitality, gaming, and AS/400 experience is preferred.
• Ability of complex reading, writing, simple math, and task completion skills is required.
• Must have the following skills: clerical, compiling, coordination, analyzing, supervising, instructing, precision working, following instructions, influencing others, memorization, problem solving, independent judgment, and decision making.
• Flexible to work all shifts including holidays, nights, and weekend hours as business needs dictate.
• Must be a minimum of 21 years of age.

EDUCATION and/or EXPERIENCE

• Minimum 3 years’ IT related field experience or any combination of education, training, or experience that provides the required knowledge, skills, and abilities.
• Bachelor’s degree in related field is preferred.

CERTIFICATES AND LICENSES

• Must be able to obtain and maintain appropriate Gaming License.

• While performing the duties of this job, the team member is constantly sitting and occasionally standing, walking, reaching overhead, bending over, crouching, kneeling, crawling, climbing, and balancing during the duration of their shift.
• Must be able to lift/carry and push/pull 50lbs or less occasionally.
• The team member will constantly have repetitive use of both hands and frequent dominant hand light grasping motions. Team member will also require occasional light and firm/strong grasping motions of both hands. Finger dexterity of both hands will be constantly required.
• Constant use of vision abilities is required including distance, depth perception, field of vision, and color vision.
• The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

• Work performed indoors and outdoors, alone and frequently with and around others. Team Member will perform work face-to-face including verbal contact with others on extended shifts in possible wet and/or humid conditions around computer equipment and other electrical devices.
• Team member may be exposed to moving objects and slippery surfaces.
• Team Member may be exposed to heat, cold, dirt/dust, and secondhand smoke.
• The noise level in the work environment is usually moderate but can be quiet or loud at times.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.