Director, Technical Services
About The Position
Walker Digital Table Systems (WDTS) is a global provider of intelligent table game technology. Its patented PJM RFID platform—including Perfect Pay, Perfect Table and Perfect Cage—tracks chips, wagers and game outcomes while preserving the traditional look and play of casino table games. Headquartered in Las Vegas, WDTS supports casino operators around the world, with teams in Las Vegas, Macau, Australia and India. The Director of Technical Services leads the 24/7 remote systems support organization responsible for installing, monitoring, supporting and restoring the software, servers, databases and networks behind WDTS’s RFID table game technology at casino properties. In partnership with regional leaders, the director sets the strategy and operating plan for Technical Services across North America and Asia-Pacific, and is accountable for uptime, incident response and service quality. The director develops Assistant Technical Managers and Leads and serves as the senior escalation point for critical issues and key casino customers. The position reports to the VP of Global Support. This is an on-site role at WDTS headquarters in Las Vegas, Nevada, five days per week. Domestic and international travel of up to 20–30% is required, and the role may require responding to critical issues outside standard hours, including nights and weekends. Relocation assistance may be available for qualified candidates. Employment is contingent on a satisfactory background check and obtaining and maintaining Nevada Gaming Control Board gaming employee registration and other gaming approvals required in jurisdictions served. Candidates must be authorized to work in the United States; visa sponsorship is not available.
Requirements
- Bachelor’s degree in Business Administration, Engineering, Computer Science or a related field, or an equivalent combination of education and experience.
- At least 10 years of experience in technical support, systems operations or NOC roles, including at least 5 years leading people; gaming or technology sector experience is preferred.
- A proven record leading 24/7 support or systems operations teams, including on-call and follow-the-sun coverage, in a multinational organization.
- Hands-on working knowledge of ITIL or equivalent incident, problem and change management and tiered support models.
- Experience leading teams and serving customers across multiple geographies and cultures.
- Experience planning and managing budgets, headcount and resource allocation.
- Working proficiency with Jira, Confluence, SharePoint and Microsoft Office, as well as monitoring, ticketing and remote access tools.
- Proficiency using AI tools, including generative AI, as a daily work productivity tool.
- Professional-level written and spoken English.
- Ability to work on-site in Las Vegas, travel domestically and internationally up to 20–30%, and respond outside standard hours to critical incidents.
- Ability to obtain and maintain Nevada Gaming Control Board gaming employee registration and any other gaming licensing required by jurisdictions served; satisfactory background check.
- Authorization to work in the United States; visa sponsorship is not available.
- Ability to sit or stand for extended periods at a desk or workstation, operate a computer, keyboard and standard office equipment, and participate in in-person meetings and presentations.
- Ability to hold or obtain a valid passport for required domestic and international travel.
Nice To Haves
- Experience with RFID technology, table game systems or casino management systems.
- Experience at a gaming supplier, casino operator or gaming technology company.
- ITIL 4 Foundation certification or higher.
- Experience building a support function or leadership bench in a newly created or scaling role.
- Proficiency in an additional language spoken in the regions served, such as Mandarin, Cantonese or Hindi.
- Experience with complex technology project delivery for casino properties.
Responsibilities
- Set the strategy, operating model and annual plan for remote systems support across assigned regions in partnership with the VP of Global Support and executive leadership.
- Define and enforce tiered support models, ticket triage rules, escalation paths and SLA targets; report SLA attainment and uptime to executive leadership and customers.
- Lead initiatives to improve support capability, including monitoring tools, automation, AI-assisted triage, knowledge management and gaming-industry best practices.
- Own 24/7 monitoring and support coverage, including shift structure, on-call rotations and follow-the-sun handoffs between North America and Asia-Pacific.
- Own incident, problem and change management for RFID and gaming systems software, from detection and triage through restoration, root cause analysis and customer communication.
- Oversee installations, remote diagnostics, system health monitoring, patch and release coordination, and database, server and network maintenance for customer environments.
- Serve as the senior escalation point for critical P1 system issues and executive customer escalations.
- Lead, coach and develop Assistant Technical Managers and Leads, building their technical, operational and people-leadership capabilities.
- Set the function’s organization design, staffing levels and budget, and allocate headcount, budget and coverage across regions and teams.
- Set performance goals, conduct evaluations, approve hiring and promotions and Lead selections within approved headcount, and own workforce planning and succession in partnership with HR.
- Keep job descriptions, levels and career paths current in partnership with HR, and make final decisions on escalated disciplinary cases in partnership with HR.
- Partner with Engineering, Product Management and Sales to route defects, validate fixes and keep RFID and gaming software deployments on plan.
- Define the handoff between Technical Services and Field Services so onsite work is dispatched promptly and remote findings accompany the ticket.
- Build trusted relationships with key casino customers as their senior contact for escalations and service reviews.
- Ensure operations meet the gaming regulatory, data integrity, data retention, backup and system security requirements of each jurisdiction served.
- Maintain compliance with local employment laws and company policy across regions, and review practices regularly.
- Monitor uptime, SLA attainment, MTTR, backlog and customer satisfaction KPIs and use data to improve outcomes.
Benefits
- Relocation assistance may be available for qualified candidates.
- Reasonable accommodation is available to qualified individuals with disabilities and for other reasons required by law.
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What This Job Offers
Job Type
Full-time
Career Level
Director
