IT Support Manager; On-Site

IT Support Manager

Department: Information Technology
Reports To: Information Technology Director

The IT Support Manager is responsible for all technical support activities in a 24/7/365 environment and oversees timely delivery of quality technical support service to customers. The IT Support Manager is responsible for supporting windows-based software systems, ensuring integrity of desktop computers/laptops, point of sale terminals, network printers and copiers, and miscellaneous hardware devices. This includes technical support from the point of equipment purchase, and preventative maintenance through asset disposal.

In addition, the IT Support manager will oversee the installation and support of desktop applications, first tier support for enterprise applications, and department specific applications. The IT Support Manager will ensure that the company's technical assets (hardware and software) are inventoried, protected, and that internal controls, policies and procedures are followed. The IT Support Manager will use the standard project management life cycle to manage technical and capital projects.

The IT Support manager directly manages the System Specialist Supervisors and the IT Coordinator in the Information Technology Department. Supervisory duties include interviewing, hiring, and training employees; determining personnel requirements, setting schedules; planning, assigning, and directing work; and insuring that those under their direction have adequate resources to complete their jobs. Other responsibilities also include appraising performance; rewarding and disciplining employees;

addressing complaints and resolving problems. This position carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

The Gaming Enterprises are committed to the employment and advancement of Enrolled Community Members (ECMs) of the SRP-MIC. The Gaming Enterprises’ Pathways to Success Program is a comprehensive program designed to provide ECMs with quality casino work experience, educational opportunities and to prepare them to become the Gaming Enterprises’ future leaders. Pathways to Success is designed to foster the participant’s preparedness for success on the job.

A Manager level leader is expected to actively support ECMs in their professional and academic goals through:

• Program Awareness and Communication:
  Maintain up-to-date knowledge of the Pathways to Success programs. Ensure all ECMs are informed about relevant opportunities.
• Mentorship and
  
  Coaching:
  
  Actively mentor ECMs, offering guidance on career pathways and facilitating connections to additional coaching resources as needed.
• Resource Allocation:
  Allocate time and budget to support ECMs’ participation in developmental activities, such as courses, certifications, or conferences.
• Development Planning:
  Collaborate with ECMs to create and regularly review individual development plans, setting measurable goals and tracking progress.
• Barrier Removal:
  Identify and address obstacles that may hinder ECMs’ career growth, advocating for their needs within the organization.

• Schedules staff, ensuring proper level of technical support is provided 24/7/365.
• Ensure the help desk staff uses the required tools and software to identify, document, track and resolve reported problems while maintaining responsibility for all IT Support applications.
• Creates and summarizes metrics related to IT Support group activity; develops benchmarks, identifies trends and makes recommendations to streamline help desk activities and develop tools and process improvements to optimize service and staff performance.
• Develop, manage, and implement help desk systems, services, technical documentation and operational specifications, processes, and procedures.
• Budget Management - Ability to manage monthly department budget and financials including the definition of capital necessary to maintain the enterprise and manage the business growth while ensuring that project/department…