It Support Services Supervisor

Full-Time | ON-SITE | Leads All 3 Shifts |

• Lead the Team that keeps Resorts Casino Hotel connected

  Are you an experienced IT support professional who enjoys leading people as much as solving problems? Do you want to build a team that keeps a busy, 24/7 resort running smoothly?

  Resorts Casino Hotel is seeking a hands-on IT Support Services Supervisor to lead our team of IT Support Services Technicians across all three shifts in Atlantic City, NJ.

  Located on the Atlantic City oceanfront, Resorts is a place where hospitality, entertainment, and regulated gaming come together, and where technology supports nearly everything our guests and employees do.

  This is a 100% on-site position for a leader who is comfortable being on the floor with the team, coaching technicians, resolving escalated issues, and delivering outstanding service in a fast-paced, around-the-clock environment.

You will supervise and develop the technicians who support our 24 x 7 Service Desk and provide on-site and remote technical support across the property, while keeping our systems and devices reliable and our customers well served.

• • Supervise, schedule, coach, and evaluate IT Support Services Technicians (Tech I, II, and III) across all three shifts, ensuring consistent coverage and smooth shift-to-shift handoffs.
  • Participate in recruiting, interviewing, onboarding, training, and cross-training of technicians, and help grow their technical skills.
  • Provide immediate, direct support to technicians, including after hours when needed.
  • Promote the highest caliber of customer service to Resorts employees and guests; proactively pursue service issues and resolve them quickly.
  • Establish, track, and report against customer service levels, and keep users informed on the status of their requests.
  • Help maintain and report on the Help Desk, monitoring the ticket queue and escalating issues as appropriate.
  • Act as a key contact for on-site and remote user problems and inquiries and communicate proactively about system availability and scheduling.
  • Participate in and/or lead the weekly service review team meetings and deliver status updates to IT management and department leaders.
  • Help ensure the reliability and availability of company computer systems, with minimal disruption to business operations.
  • Ensure operating procedures are clearly defined, and technicians are trained to minimize downtime and recover quickly when it occurs.
  • Oversee endpoint device management, including PCs, printers, networked devices, telephones, radios, and mobile phones: inventory, protect, upgrade, repair, and retire.
  • Manage the hardware inventory rooms so replacement parts and supplies are organized, stocked, and easy to find.
  • Help keep hardware and software at current release levels and support preventive maintenance.
  • Protect computer equipment and company records by following established safety, security, and emergency procedures.
  • Research new hardware, software, and emerging technologies that improve efficiency.
  • Participate in departmental projects, up to and including leading them with internal and external resources.
  • Create and maintain process and procedure documentation and make sure the whole IT team can access it.
• Other:
  Perform other duties as assigned.

• • Minimum of 6 years of IT experience, including at least 3 years in an IT service desk, IT operations, or field technician customer service role for a large enterprise.
  • Demonstrated experience supervising or leading technical support staff.
  • Hands-on experience with help desk (ticketing) and remote-control software.
  • Excellent analytical, problem-solving, critical thinking, and decision-making skills.
  • Strong interpersonal skills and the ability to communicate clearly, both orally and in writing.
  • Strong project management skills and the ability to manage multiple assignments under time constraints.
  • Ability to work holidays, weekends, and flexible shifts or unusual hours as needed.
  • Valid driver’s license and reliable transportation to be on-site.
  • Ability to obtain and maintain a New Jersey Casino Employee Registration.
  • Must be legally authorized to work in the United States. Resorts does not sponsor employment visas now or in the future.

  Preferred

  • Four-year degree in Computer Science or a related field (equivalent business experience considered).
  • Experience leading a multi-shift team in a 24/7 environment.
  • Experience in a casino, gaming, hospitality, hotel, or other mission-critical environment.
  • Relevant IT service management or…