"Alerted.org

City

Las Vegas

State

NV

Shift

Day

Type of Shift

Full Time

Department

Information Technology

IT Support Services Manager Golden Entertainment Corporate (Las Vegas, NV)

Description:

Summary:

The Manager of Support Services is responsible for the leadership, oversight, and continuous improvement of enterprise-wide IT support functions, including Service Desk, Field Technology Operations, In-Room Technology, Telecommunications, and Audio/Visual systems. This role delivers a high-quality support experience for all end users through effective team management, service level adherence, proactive issue resolution, and strategic planning.

The position requires a balance of hands-on technical expertise, operational oversight, and strong leadership to further a service-oriented culture. The Manager will also partner with other IT leaders to align support operations with business needs.

Essential Functions and Responsibilities:

Leadership & Team Management

+ Recruit, onboard, schedule, coach, evaluate, and manage department staff to support high performance, engagement, and alignment with company standards and service excellence.

+ Schedule and manage departmental labor to align with business demand while maintaining service coverage across multiple sites

+ Promote a culture of accountability, service excellence, and continuous improvement.

+ Serve as primary point of contact and escalation for urgent or high-priority incidents, including off-hours support.

Service Desk & End-User Support

+ Oversee Service Desk operations, ensuring timely resolution of incidents and requests.

+ Establish and enforce service level agreements (SLAs), escalation procedures, and performance metrics.

+ Monitor ticket trends and proactively address recurring issues with permanent solutions.

+ Deliver courteous, professional, and effective handling of all end-user interactions.

Technology Operations & Infrastructure Support

+ Provide oversight of field technology, including desktops, laptops, mobile devices, peripherals, and video conferencing systems.

+ Manage installation, preventative maintenance, troubleshooting, and upgrades of audio/visual systems.

+ Maintain In-Room technology components (TV, WiFi, Telephones and other peripherals as necessary)

+ Direct IT asset management practices to maximize investment in hardware and software through lifecycle planning, refreshes, and upgrades.

+ Coordinate hands-on fixes, system reconfigurations, and system upgrades when necessary.

- Collaborate with vendors on technology procurement, deployment, and problem resolution.

Strategy & Process Improvement

+ Drive the execution of strategic initiatives by translating organizational goals into actionable plans, ensuring team alignment, accountability, and timely delivery under the guidance of division leadership

+ Evaluate and recommend improvements to IT support processes, policies, and tools.

+ Benchmark and report on service performance; identify and implement efficiency improvements.

- Align with other IT leaders to drive enterprise technology initiatives.

Compliance & Communication

+ Maintain documentation, standard operating procedures, and system integrity for telecommunications, support, and infrastructure systems.

- Communicate effectively with technical and non-technical stakeholders, including executive management.

+ Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, if they apply to the position

Perform other duties as assigned

Requirements:

Qualifications

+ 3-5 years of progressive IT support experience in an enterprise environment, with at least 2-3 years in a leadership/management role.

+ Proven ability to manage cross-functional IT support teams (Service Desk, Desktop Support, Field Support, AV, Telecom).

+ Experience with Windows and Mac operating systems, Microsoft Office 365 and enterprise server environments.

+ Strong troubleshooting skills in networking (TCP/IP, DNS, DHCP, VPN)

+ Demonstrated success in implementing SLAs, KPIs, and process improvements.

+ Experience with IT asset management, software deployment, and system refresh cycles.

+ Excellent leadership, communication, and problem-solving skills.

+ Ability to thrive in a fast-paced, high-demand, multi-site environment.

+ ITIL framework knowledge preferred.

+ CompTIA A+, Microsoft, or other relevant certifications preferred.

Requirements

+ At least 21)Years of Age

+ High School Diploma or Equivalent required; Bachelor’s degree in Computer Science, Information Technology, or related field preferred (Associate degree or equivalent experience accepted).

+ Ability to effectively communicate in English, both written and verbal

+ - Must have reliable transportation and communication for off-hours response.

+ Obtain and maintain all work cards as required by the company

+ Verify right to work in the United States

Work Cards

+ Nevada Gaming Registration

+ Drivers License

+ 3 Year DMV History Report (Include only if Driver’s License is Required)

Physical Requirements

+ Occasionally push/pull up to 50lbs.

+ Occasionally lift and/or carry up to 50lbs. at floor, knee, waist, and chest levels

+ Occasionally Squat, kneel, reach, bend, twist

+ Frequently sit and work at a desk or computer

+ Regularly standing and walking

+ Ability to communicate using in-person speech, radios, and telephone

+ Ability to hear, understand, and distinguish speech and/or other sound in person

+ Ability to distinguish between shades of color

+ Ability to use tools or equipment requiring a high degree of dexterity

Work Environment Potential Conditions

+ Indoor

+ Outdoor

+ Smoky

+ Noisy

+ Bright flashing lights

+ Extreme Heights

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. Must be able to perform the essential functions of the position with or without reasonable accommodation.

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