Are you ready to lead a dynamic team and make a significant impact in IT support? As the ServiceDesk Manager of the IT, you will be at the forefront of delivering exceptional service to end users, ensuring timely resolution of IT issues related to their equipment, systems, and services.

What We Offer:

• A full-time position with a competitive salary
• A comprehensive 401k plan
• Performance bonuses
• Paid benefits for you and your family
• And so much more!

Minimum Qualifications:

• Proof of authorization/eligibility to work in the U.S.
• Bachelor’s degree in a relevant field or equivalent work experience.
• Must obtain and maintain a valid Nevada Gaming Control Board registration and any necessary certifications.
• 5 years of experience in Information Technology.
• ITIL Foundations certification or equivalent experience with ITIL processes.
• Strong interpersonal skills with the ability to effectively communicate with diverse guests and team members.
• Availability to work varied shifts, including nights, weekends, and holidays.

Responsibilities:

• Lead a talented support team dedicated to resolving a diverse range of technical issues with varying complexities.
• Keep run books up to date and accessible, empowering your team with clear guidance.
• Deliver outstanding customer service to guests and team members, ensuring issues are resolved within defined Service Level Agreements (SLAs).
• Provide support through multiple channels—phone, email, chat, and more—to meet the needs of the business.
• Drive continuous improvement in first call resolution rates while managing call abandonment levels.
• Ensure timely escalations and effective hand-offs to ensure thorough follow-up and resolution.
• Oversee 24/7 scheduling to meet operational support needs.
• Foster a positive customer experience and enhance the perception of the IT organization through effective communication.
• Track monthly metrics to identify trends, areas for improvement, and training opportunities.
• Participate in hiring, promotions, and creating a collaborative work environment that encourages performance feedback and recognition.
• Supervise team time management to ensure deliverables are met.
• Contribute to the development and execution of departmental strategies that align with company goals.
• Maintain departmental SOPs in compliance with industry regulations and corporate standards.
• Establish performance goals and controls to drive operational excellence.

We value diverse backgrounds and experiences, and we’re looking for a team member who is not only technically savvy but also passionate about delivering great service. If you’re ready to take on new challenges in a supportive and dynamic environment, we’d love to hear from you! 

If you're ready to take your career to the next level and lead a team that values excellence in service, we encourage you to apply!