IT Manager - Primm Valley Casino Resorts

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POSITION OVERVIEW:

The IT Service Manager leads the daily operations of the IT Service team to ensure reliable, efficient, and customer-focused delivery of IT services across the organization. This role is accountable for end-to-end service management, including operational performance, service quality, system availability, and continual service improvement within an evolving ITIL framework.

The IT Service Manager drives operational excellence by establishing and maturing ITIL-aligned practices, mentoring and developing team members, and fostering strong collaboration with cross-functional stakeholders. This position plays a critical role in aligning IT services with business objectives, enhancing user experience, and embedding a culture of professionalism, accountability, and continuous improvement as the IT organization grows ESSENTIAL DUTIES AND RESPONSIBILITIES :

The following duties are representative of the role and may be adjusted based on organizational needs:

Leadership & People Management Lead, coach, and develop IT Service team members, providing ongoing performance management, career development guidance, and formal performance evaluations.

Establish clear expectations, service standards, and accountability across the team to support high-quality service delivery.

Manage staffing levels, workforce planning, scheduling, and on-call coverage—including after-hours, weekends, and holidays as required.

Foster a collaborative, service-oriented culture focused on professionalism, ownership, customer satisfaction, and continuous improvement.

Identify skill gaps and support training and upskilling initiatives aligned with ITIL practices and organizational priorities.

Service Delivery & Operations Own daily IT Service operations, ensuring timely and effective handling of incidents, service requests, problems, and escalations in accordance with defined service levels.

Act as the primary escalation point for complex or high-impact service issues, ensuring resolution and appropriate communication.

Ensure consistent adoption and execution of ITIL-aligned processes, including Incident, Request, Change, and Problem Management.

Monitor and analyze operational performance metrics (e.g., SLAs, ticket trends, backlog, mean time to resolution, customer satisfaction) and drive corrective actions as needed.

Collaborate with infrastructure, application, security, and business teams to ensure service stability, availability, and alignment with business needs.

Process Improvement & Quality Assurance Lead the continuous improvement of IT Service Management processes to support a maturing ITIL environment.

Identify opportunities to streamline workflows, reduce recurring incidents, improve user experience, and increase operational efficiency.

Develop, document, and enforce IT service policies, procedures, standards, and content of knowledge.

Ensure quality assurance practices are embedded in service delivery, including post-incident reviews and root-cause analysis where appropriate.

Technical & Operational Oversight Ensure consistent application of best practices for troubleshooting and resolution across hardware, software, network, security, and identity/access services.

Maintain visibility into service health, system performance, and recurring technical issues, escalating systemic risks as needed.

Provide coordination for system changes, releases, updates, and deployments to minimize service disruption and ensure service reliability.

Partner with technical teams to validate requirements, assess service impacts, and support operational readiness for new or changed services.

Project & Stakeholder Management Provide service leadership for IT initiatives and projects, ensuring operational requirements and service impacts are considered throughout the project lifecycle.

Coordinate assigned project activities, timelines, and deliverables related to service improvements or operational readiness.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

Education:

Bachelor’s degree in computer science, Information Technology, Information Systems, or a related field is preferred.

Equivalent combination of education, leadership experience, and technical expertise may be considered.

Experience:

Minimum of 5–7 years of progressive experience in IT service operations, including roles such as Service Desk, IT Support, Operations, or Technical Leadership.

Prior experience in a lead, supervisor, or manager role supporting IT services is strongly preferred.

Demonstrated experience supporting or…