IT Support Manager

Job Title: IT Support Manager

Department: Information Technology 

Reports To: Chief Information Officer 

Summary

The IT Support Manager is responsible for all technical support activities in a 24/7/365 environment and oversees timely delivery of quality technical support service to customers. The IT Support Manager is responsible for supporting windows-based software systems, ensuring integrity of desktop computers/laptops, point of sale terminals, network printers and copiers, and miscellaneous hardware devices. This includes technical support from the point of equipment purchase, and preventative maintenance through asset disposal. In addition, the IT Support manager will oversee the installation and support of desktop applications, first tier support for enterprise applications, and department specific applications. The IT Support Manager will ensure that the company's technical assets (hardware and software) are inventoried, protected, and that internal controls, policies and procedures are followed. The IT Support Manager will use the standard project management life cycle to manage technical and capital projects.

Supervisory Responsibilities

The IT Support manager directly manages the System Specialist Supervisors and the IT Coordinator in the Information Technology Department.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Schedules staff, ensuring proper level of technical support is provided 24/7/365.
• Ensure the help desk staff uses the required tools and software to identify, document, track and resolve reported problems while maintaining responsibility for all IT Support applications.
• Creates and summarizes metrics related to IT Support group activity; develops benchmarks, identifies trends and makes recommendations to streamline help desk activities and develop tools and process improvements to optimize service and staff performance.
• Develop, manage, and implement help desk systems, services, technical documentation and operational specifications, processes, and procedures.
• Budget Management - Ability to manage monthly department budget and financials including the definition of capital necessary to maintain the enterprise and manage the business growth while ensuring that project/department milestones/goals are met and adhere to approved budgets.
• Vendor Management - Works with, and contracts, vendors to support systems and ensure proper installation and maintenance of systems.
• Ensures integrity and consistency of desktop installations in collaboration with Network team.
• Provides frontline support to Applications, Security and Network groups.
• Oversees the repair, maintenance and operation of company computers, laptops and related equipment.
• Monitors IT requests and ensures requests are followed up on daily and processed in a timely manner.
• Receives escalations from staff and facilitates the resolution of technical problems.
• Coaches, guides, trains, develops and instructs personnel in the proper performance of their duties, including progressive discipline if necessary.
• Meets with internal customers on a regular basis to promote IT, determine satisfaction levels and resolve issues or looks for opportunities for improvement.
• Manages process for communicating IT outage/emergency activities to organization.
• Responsible for asset recovery and proper procurement, maintenance and disposal of IT equipment.
• Manages hardware, software, and parts inventory for entire organization.
• Maintains and administers training plans for technicians and performs coaching as necessary.
• Dedicated to the recruitment and training of Tribal Members consistent with the Casino’s Community and Indian Preference guidelines.
• Occasional travel required.
• Meets the attendance guidelines of the job. May be required to work varying schedules to reflect business needs.

Education and/or Experience

Bachelor's Degree (BS/BA) in a computer related field from four-year college or university plus eight years of technical support and management experience, or equivalent combination of education and experience required. Master’s Degree preferred.

Certificates, Licenses, Registrations

ITIL (IT Infrastructure Library) certification preferred.

Computer Skills

Individual must possess a high-level technical knowledge and experience including, but not limited to, client/server & web applications, databases, LAN & WAN concepts, virtual desktops, desktop software, security, cellular technology, and hardware peripherals. The individual must understand complex integration requirements among various technologies and mixed environments. The position requires experience with Windows 10, Windows 2012 Server, and Active Directory. Ability to maintain help desk software and make recommendations for new systems. AS400 and Unix/RS6000 experience would be a plus. Individual must demonstrate experience managing help desk systems and have a working knowledge of telecommunications systems including radio, cell and Voice over IP.

Other Qualifications

• Practical knowledge and experience with information technology and help desk best practices. 
• Desktop security and ITSM Best Practices. 
• Must have experience with MS Office and be highly proficient in Excel. SQL knowledge would be a plus. 
• Ability to read and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. 
• Demonstrated experience implementing and supporting third party packaged software, as well as configuring and deploying desktops, network printers and other peripherals.
• Experience with project planning, gathering functional requirements, project scope definition and Project Management. 
• Proven ability to rapidly assimilate and apply new technical knowledge based on departmental and corporate goals and objectives. 
• Ability to work with high degrees of professionalism and autonomy are required along with a project management style that promotes progress through teamwork in a collaborative environment.
• Ability to motivate and develop individuals to ensure not only a productive, but enjoyable work environment. 
• Good grasp of technology from “big picture” integration perspective. 
• A high degree of creativity, near and long-term business vision and understanding, and technical leadership is required. 
• Strong logic, analytical and problem-solving skills. 
• Superior facilitation, negotiation, written verbal and communication skills. 
• Must possess excellent organizational, prioritization and follow through skills. 
• Customer Service oriented.
•  Must have ability to motivate, direct, and hold staff accountable and have previous experience in developing and leading a technical team; specific skills in fostering teamwork and buy-in. 
• Must be able to handle multiple tasks with changing priorities and be able to work well under time constraints. 
• Must be able to maintain confidentiality. 
• Industry-specific knowledge Gaming, Accounting, Operations, and Marketing is a plus. 
• Must be able to work flexible hours, including hours beyond the normal schedule when necessary to be on call 24/7/365 to answer calls from internal customers and staff.

Language Skills

Must be able to read, write, speak and understand English.