IT Operations Supervisor

Under the direction of the Manager Operations – IT, the Supervisor, Operations – IT, ensures the execution of various operational strategies by communicating and implementing department objectives. Additionally, this position is responsible for leading a team of Field Support Analysts, that provide best-in-class service.

• Provides leadership to technical teams ensuring alignment with operational support directives and defined service level agreements.
• Oversees daily operational support functions and resource allocation to consistently meet and exceed business expectations.
• Collaborates with other department leaders to define, prioritize, and complete various projects and support needs.
• Creates repeatable processes to meet the needs of a fast-paced organization and establish best-in-class standards.
• Contributes in the development of short-term and long-term tactical plans to meet operational needs.
• Monitors and evaluates existing systems and equipment; initiates change in processes to maximize efficiency.
• Ensures asset management responsibilities are followed by all operational resources.
• Reviews and analyzes client needs, providing recommendations for system enhancements, upgrades and user support solutions.
• Prepares and maintains high-quality, executive level reports for leadership review.
• Performs other duties as assigned to support the efficient operation of the department.

Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning reviewing and directing work; evaluating and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Makes hiring decisions and designs individual development plans with succession planning in mind for all key roles.

• Associate’s degree in Information Technology or related field, required.
• Minimum three (3) years of experience as a hands-on IT Service Desk Tech or related field, required.
• Minimum two (2) years of experience in a team lead or supervisory role, preferred.
• Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.

• Demonstrated experience in analyzing, creating, and disseminating various operational metrics.
• Intermediate proficiency in Adobe Acrobat, and Microsoft Office Suite (Visio, Word, Excel, PowerPoint, and Outlook) is required.
• Must have strong verbal and written communication skills that allow a non-technical end user and/or senior executive to understand the message presented.
• Proven ability to create a positive and professional business relationship with internal and external clients as well as third-party service/product providers.
• Must have experience demonstrating the utmost discretion and confidentiality in handling private information.
• Intermediate proficiency with virtualization software, Active Directory and Networking, is preferred.
• Experience in Casino and/or gaming/hospitality industry is preferred.
• Ability to coach, mentor, motivate, and lead team members by example.

• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
• Professional certifications such as ITIL Foundation, A+, Network+, Security+, and Microsoft Certified Professional (MCP)/Microsoft Certified Systems Administrator (MCSA) are preferred.
• As a condition of employment and shift rotations, candidates and incumbents may be required to pass pre- and post-employment screening including…