IT Support Supervisor - 1st

• Support Team Supervision: Directly supervises the IT Support Specialist team. Responsible for hiring, scheduling, performance evaluations, and fostering a culture of rapid, professional technical support.
• Help Desk Management: Acts as the primary point of escalation for complex technical issues. Triages and prioritizes incoming service requests to ensure critical gaming and POS systems remain operational 24/7.
• IT Inventory Management: Responsible for the design and maintenance of a comprehensive hardware inventory database to ensure real-time tracking of all MCR-IT equipment. Establishes and governs a formal asset checkout system to maintain strict accountabilities for all portable technology and peripherals.
• Asset Management: Oversees the lifecycle of end-user hardware, including PCs, tablets, printers, and mobile devices, ensuring accurate inventory and timely refreshes.
• Vendor Coordination: Works closely with third-party vendors for hardware repairs and software patches when internal resolution is not possible.
• Training: Identifies knowledge gaps within the support team and provides or coordinates technical training to ensure staff proficiency in MCR’s core applications.
• Documentation: Develops and implements standardized troubleshooting protocols and documentation to improve "First Call Resolution" rates.
• Compliance & Access: Ensures Network Access Requests, Transfers, and Terminations are accurately and properly completed with authorizations in place.
• On-Call Duties: Required to share on-call duties in rotation, which involves carrying a phone and answering after-hours calls.

QUALIFICATION REQUIREMENTS

• Candidate shall have demonstrated a good work record in previous positions.
• Must be able to identify basic IT concepts including familiarity with ITSM.
• Advanced knowledge of Windows OS, Microsoft 365, and Active Directory.
• Familiarity with gaming and POS systems (e.g., Light & Wonder, Oracle/Symphony).
• Strong understanding of networking basics and peripheral troubleshooting.
• Must be at least twenty-one (21) years of age and able to withstand a thorough background check.

EDUCATION and/or

EXPERIENCE:

Must have a High School Diploma or equivalence.

Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent professional experience) is preferred.

1–3 years of experience in IT support a must, with at least 1–2 years in a lead or supervisory capacity preferred.

Experience in a casino or hospitality environment is highly preferred.

CRIMINAL BACKGROUND MINIMUM REQUIREMENTS

No person shall be eligible for employment at Menominee Casino Resort/Thunderbird complex if they have been convicted, or have a pending unresolved charge of:

• Any crime which would require compliance with the reporting requirements for sex offenders pursuant to Menominee or Wisconsin law; or
• A felony conviction of any kind in the immediately preceding two years
• A crime of any kind related to gambling in the immediately preceding two years
• A crime of any kind related to theft, fraud, or misrepresentation in the immediately preceding two years.
• A crime of any kind related to a crime of violence, or involving domestic violence, or a drug offense involving sale of drugs, or possession with intent to sell drugs during the immediately preceding two years.
• "In addition to the minimum criminal background requirements listed above, employee must meet the minimum criminal background requirements necessary to obtain a gaming license as stated in Menominee Tribal Code Chapter 347 and the Tribal Gaming Compact."
• Hiring in a gaming position is contingent upon a criminal background check.

LANGUAGE SKILLS

The ideal candidate for IT Support Supervisor must have:

• Exceptional communication and interpersonal skills
• Strong organizational skills and attention to detail.
• Ability to work collaboratively with diverse teams.
• Problem-solving and decision-making abilities.

REASONING ABILITY AND COGNITIVE SKILLS

Problem-solving
:
This is a core aspect of the job. IT Support Supervisor must be able to identify complex problems within casino systems, analyze related information, develop and evaluate potential solutions, and implement the most…