Director of IT Operations

Muckleshoot Casino Resort • Auburn, WA

3d • $171,839 • Onsite

About The Position

The Director of IT Operations will be the face of Muckleshoot Casino Resort for new hires and team members, exemplifying the resort's values and setting a great example through excellent guest service and professionalism. This role involves managing 3rd-party vendors, collaborating with department heads to improve IT efficiency, ensuring IT operations align with gaming regulations, and overseeing documentation and compliance reporting. The Director will also lead preventative maintenance, plan system upgrades, promote a customer-focused culture within IT, develop staffing and training plans, and participate in enterprise projects. Additionally, this role involves managing change processes, stakeholder relations, time tracking, contingency planning, and conflict resolution, all while fostering a positive and safe work environment.

Requirements

• Bachelor’s degree in Information Technology, Information System Management or related field.
• Four (4) years of successful IT Program Manager/Coordinator experience may be considered in lieu of degree requirements.
• Seven (7) years of experience in IT Operations, with at least five (5) years in a leadership role, preferably in the gaming, tourism, and hospitality industry.
• Ability to obtain a Class III A gaming license.
• Experience championing IT operations in a 24/7 environment.
• Ability to effectively present information and respond to questions from team members, managers, clients, guests, or the general public.
• Skilled in general management, including time management, information analysis, planning and organizing, decision making, problem solving, and delivery of results.
• Skilled in financial management, including budget management, expense control, forecasting, and analysis of financial statements.
• Skilled in people management, including coaching, motivating, delegating, scheduling, and relationship-building.
• Ability to demonstrate strong communication skills, including the ability to write contracts, reports, business correspondence, and operations manuals.

Responsibilities

• Manage 3rd-party vendors for day-to-day operations, including support desk and employee onboarding/offboarding.
• Partners with the executive sponsor to communicate program goals, objectives, and potential outcomes.
• Perform monthly audits to ensure compliance.
• Collaborate with department heads to find ways that IT can make delivering client work more efficient and pain-free.
• Provide on-call support when necessary.
• Develops and controls the program budget and manages expenditures within agreed spending plans.
• Ensure IT operations align with all applicable tribal, federal, and state gaming regulations, including NIGC (National Indian Gaming Commission) requirements.
• Oversee documentation, audits, and compliance reporting related to IT systems, controls, and access.
• Partner with internal compliance and Tribal Gaming Agency (TGA) to ensure technology systems support regulatory enforcement and transparency.
• Lead preventative maintenance programs and system monitoring to identify and mitigate risks before service disruptions occur.
• Plan and execute upgrades, migrations, and lifecycle refreshes to reduce operational risk and cost.
• Promote a customer-focused, service-oriented culture within the IT department.
• Develop staffing plans, job roles, training programs, and performance evaluations to build a resilient and capable IT operations team.
• Participate in enterprise projects such as gaming system installations, hotel system integrations, and AI/data-driven enhancements.
• Lead or support change management processes for technology rollouts and major IT changes.
• Ensures and balances the required skills and competencies available across the operations.
• Leads reviews with the executive sponsor and stakeholders to identify organic or specific program needs and directs the development of appropriate approaches.
• Leads stakeholder mapping, communications, and reporting development and maintenance.
• Acts as an advisor and builds and maintains relationships across the wider stakeholder community.
• Monitor and manage time tracking for internal resources.
• Develop contingency plans for potential risks.
• Review/gather status reports from the team and issues weekly project/initiative status reports.
• Influence and holds team members accountable for assigned tasks.
• Set and review expectations with team members.
• Identify and resolve conflicts among team members and work with the IT PMO and other department management towards resolution.
• Create, maintain, and facilitate a positive and safe work environment; promote positive team member relations and reports issues to appropriate personnel.
• Smile. Engage guests, team members and vendors with a professional and friendly demeanor.
• Performs other duties as assigned.

Benefits

• Competitive salary of $171,838.50 - DOE with discretionary performance bonuses 2x a year!
• Fully paid medical, prescription drug, dental and vision coverage for you and competitive premiums for your dependents.
• Complimentary meals and covered team member parking.
• Employer-paid life insurance, long-term disability and accidental death and dismemberment coverage.
• Flexible Spending Account options for health care expenses.
• Company-paid gaming licenses (Class A & Class B)
• Variety of additional voluntary benefits and retirement plans

What This Job Offers

• Job Type: Full-time
• Career Level: Manager