Customer Support Engineer Supervisor - Full-Time - Maryland

Live! Casino and Hotel Maryland•Hanover, MD

9d•$57,682 - $79,561•Onsite

About The Position

The Customer Support Engineer Supervisor plays a critical leadership role in ensuring the reliability, efficiency, and responsiveness of the technology environment that supports Live! Casino & Hotel operations. As a key leader within the IT support function, you guide and support a team of Customer Support Engineers while serving as a central point of coordination between technical teams, business units, and external vendors. Your ability to combine advanced technical expertise with strong leadership and communication skills ensures that complex issues are resolved quickly and professionally, minimizing operational disruption. Through your commitment to delivering “white glove” service, fostering collaboration, and driving continuous improvement, you help maintain a seamless, high‑performing technology experience that supports both team members and the overall success of the Live! brand.

Requirements

Must have interpersonal, communication and technical skills to provide ‘White Glove’ technical support for our senior executives.
Other duties or certification may be assigned to meet business needs.
Typically requires technical school certification or equivalent of three (3) to five (5) years of relevant experience.
Ideally has Microsoft Office 365/and/or Active Directory administration experience.
Excellence in communication and customer-facing skills.
Strong oral, written and interpersonal skills.
Ability to follow instructions and processes with minimal instructions.
Ability to provide various oral and written reports.
Completion of projects on time and within budget.
Ability to perform assigned duties under frequent time pressure.
Must have the flexibility to work different shifts as required.
Ability to demonstrate professional, mature, positive and self-confidence in accomplishing daily tasks.
Demonstrates the ability to work as part of a team, both within and outside the department on a daily basis.
Proven ability in implementing innovative ideas or business solutions.
Maintain and/or achieve all required OEM certification as directed by Management.
Knowledge of relevant software and hardware systems.
Understanding of ITIL methodologies.
Must be able to comply with all state gaming regulations, which may include obtaining a license.

Responsibilities

Be the go-to-person between Customer Support Engineers, Analysts and Team Members.
May also coordinate with vendors to troubleshoot systems issues.
Supervise and monitor Tier II engineer’s work and response time.
Create and/or update SOPs.
Performs basic to complex troubleshooting and repair activities typically associated in an end-user environment, including but not limited to PC’s, desktops, laptops, tablets and printers.
Provide support to client identified VIPs.
Responds to change management requests including installing new PC equipment, providing end-user desk side support and other related activities.
Perform Install/Move/Add or Change (IMAC) activities.
Perform all assigned desk-side support activities.
Meet established customer service satisfaction level and other operational/customer service metrics as outlined in established guidelines.
Proactively communicate with the end-user and service desk personnel regarding arrival times, repair time estimates and status of the repair.

Benefits

Comprehensive group health benefits for full-time and part-time Team Members and their eligible dependents.
Free Basic Life Insurance
Free Short Term & Long-Term Disability
Generous retirement savings options
Paid Time Off
Tuition Reimbursement
On-site Wellness center for Team Members and eligible dependents (Maryland Property only)
Training and pathways for career growth
Robust Rewards & Recognition Programs
Annual Merit Based Pay Increases
Discretionary Performance Bonuses
Discretionary Service Bonuses
Free parking
Free food and discounted meals
Live! Hotel, Food & Beverage, and Entertainment Discounts