Technology Helpdesk Supervisor

Apply for the Technology Helpdesk Supervisor role at Grand Island Casino Resort.

The Technology Helpdesk Supervisor is tasked with the daily operations of the helpdesk team, providing direct support in managing the ticketing system, resolving technical issues, and assisting in the supervision of a team of 3-7 IT professionals at our casino resort locations. This role is pivotal in maintaining efficient IT operations and ensuring a high level of customer satisfaction. The Helpdesk Supervisor will work closely with the Helpdesk Manager to implement strategies for helpdesk administration, resource allocation, and departmental communication.

This position is distinguished by its hands‑on approach to team guidance, problem‑solving skills, technical knowledge, and ability to effectively communicate with both IT staff and ECR management.

• Support the management of the Helpdesk ticketing system, ensuring timely resolution of IT issues.
• Assist in analyzing new technologies and operational processes for potential improvements.
• Supervise, support, and mentor a team of 3-7 Helpdesk professionals.
• Help coordinate IT issue escalations, ensuring efficient and effective resolution.
• Contribute to maintaining high service delivery standards and excellent customer relations.
• Generate reports on Helpdesk performance for review by the Helpdesk Manager.
• Participate in the implementation of strategic IT initiatives and budgeting for technology enhancements.
• Collate user feedback to assess service quality and identify improvement areas.
• Support the management of external technology partners and vendors, ensuring adherence to contracts.
• Assist in customizing helpdesk workflows to optimize user experience across various departments.
• Propose and implement approved efficiency and productivity enhancements.
• Contribute to the professional development of team members through career planning and mentoring.
• Stay updated on technological advancements to identify opportunities for competitive advantage.
• Adhere to ethical standards of professional conduct and act in a manner consistent with the organization’s code of business ethics including but not limited to maintaining confidentiality, excellence, integrity, respect, responsibility, and trustworthiness.
• Perform other related duties as required.

• A Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 3 years experience in an IT support role.
• At least 2 years of experience supervisory role within a helpdesk team, preferably in a multi-property environment.
• Ability to obtain and maintain a Nebraska Racing and Gaming Commission License.

Schedule: Varies

Mid‑Senior level

Full‑time

Information Technology

Gambling Facilities and Casinos