IT Manager - Primm Valley Casino Resorts

Terrible's•Primm, NV

7d•Onsite

About The Position

The Primm IT Manager leads day-to-day IT operations and the onsite IT team, ensuring reliable technology services across multiple properties in Primm, Nevada. The role provides hands-on leadership for local support, operational stability, incident response, service quality, and technology readiness in a 24-hour hospitality, gaming, retail, lottery, and fuel environment. The manager is the primary local escalation point for significant technology issues and works with property leaders, corporate IT teams, and vendors to minimize disruption, manage risk, and improve the guest and employee technology experience. The position oversees IT support for three casinos, a lottery store, an employee market, and three gas stations. It supervises and develops the local team, manages staffing and coverage, maintains service standards, and oversees support for endpoints, networks, telecommunications, identity and access, property applications, point-of-sale systems, gaming technology, and other critical systems. The manager also leads service-management improvement, quality assurance, project coordination, vendor work, operational reporting, and site reviews. The role is based onsite in Primm, Nevada, with regular movement between supported properties. It requires availability for planned after-hours work, weekends, holidays, and urgent operational events as business needs require. The work environment includes offices, casinos, gaming areas, retail and employee areas, gas stations, equipment rooms, and other operational spaces.

Requirements

Must be at least 21 years of age.
Minimum of 5–7 years of progressive IT support or operations experience, including experience in business-critical, multi-site, hospitality, gaming, retail, fuel, or other 24-hour operating environments.
Demonstrated experience supporting or implementing IT Service Management processes within a growing or maturing ITIL environment.
Proven history of driving process improvement, operational stability, and customer-focused service delivery.
Strong understanding of IT service operations, including incident, request, problem, and change management.
Solid working knowledge of endpoint systems, operating systems, networking concepts, identity and access management, and enterprise application support.
Experience using ITSM platforms for ticket management, escalation, reporting, knowledge management, and workflow coordination.
Familiarity with ITIL practices and terminology, and ability to translate ITIL concepts into practical, scalable operational processes.
ITIL Foundation Certification required, or ability to obtain it within 12 months of employment.
Strong commitment to high-quality, customer-focused IT services and ability to balance business priorities, user experience, and operational constraints.
Proven track record of following through on commitments and delivering measurable service improvements.
Demonstrated ability to lead, mentor, and develop IT professionals in a service-oriented environment.
Strong interpersonal and communication skills, including the ability to influence, resolve conflicts, and build trust across technical and business teams.
Ability to collaborate effectively with internal IT teams, business stakeholders, and external vendors.
Experience managing team performance, setting expectations, and driving accountability.
Highly organized and detail-oriented, with the ability to manage competing priorities in a dynamic environment.
Strong analytical and problem-solving skills, including the ability to assess risk, identify trends, and implement corrective actions.
Calm, decisive, and effective under pressure, particularly during service incidents or operational disruptions.
Demonstrated professionalism, integrity, sound judgment, ownership, accountability, and operational discipline.
Ability to read and interpret English documents and communicate verbally in English; written English communication may also be required.
Ability to apply common-sense understanding to written, oral, or diagrammatic instructions and solve problems involving several concrete variables in standardized situations.
Must be able to qualify for licenses and permits required by federal, state, and local regulations.
Must be able to access and navigate the organization's departments and facilities with reliable transportation.
Must meet the physical demands described in the posting, including lifting and moving loads up to 50 pounds and performing varied movements in work areas that may include confined spaces.

Nice To Haves

Bachelor’s degree in computer science, Information Technology, Information Systems, or a related field is preferred.
At least three years of experience leading, supervising, or managing IT support personnel is strongly preferred.
Higher-level ITIL certifications are a plus.
Equivalent combinations of education, leadership experience, and technical expertise may be considered.

Responsibilities

Lead, coach, schedule, and develop the Primm IT team, including performance management, training, career development, and formal evaluations.
Set priorities, support standards, escalation expectations, and accountability for technology services across supported Primm properties.
Manage staffing, shift coverage, workload, and on-call support for 24-hour operations.
Build a responsive, service-oriented culture and identify team skill gaps through cross-training, documentation, and development plans.
Direct daily IT operations and onsite support for three casinos, a lottery store, an employee market, and three gas stations.
Prioritize and resolve incidents, service requests, problems, and escalations, especially those affecting guests or revenue.
Serve as the primary local escalation point during outages and high-impact events, coordinating technical response, business communication, recovery, and follow-up.
Monitor ticket volume, backlog, service levels, recurring issues, system availability, and customer feedback, and use trends to improve service reliability and team performance.
Maintain working relationships with property leadership, corporate IT, Security, Gaming, Operations, Facilities, Finance, and external service providers.
Improve IT Service Management processes in support of a maturing ITIL environment.
Identify opportunities to streamline workflows, reduce recurring incidents, improve user experience, and increase operational efficiency.
Develop, document, and enforce IT service policies, procedures, standards, and knowledge content.
Embed quality assurance in service delivery, including post-incident reviews and root-cause analysis where appropriate.
Provide operational oversight for endpoints, networks, telecommunications, identity and access, property applications, point-of-sale systems, and other business-critical technology.
Coordinate support and escalation for casino and gaming technology in accordance with company standards, vendor requirements, and applicable regulatory controls.
Ensure changes, upgrades, maintenance, releases, and deployments are planned, communicated, documented, and carried out with minimal disruption.
Maintain local documentation, inventories, support procedures, vendor contacts, recovery information, and escalation paths.
Conduct or coordinate site reviews to identify technology risks, environmental concerns, aging equipment, coverage gaps, and opportunities for improvement.
Partner with property leaders to understand priorities, communicate service risks, coordinate planned work, and provide updates during outages or major incidents.
Represent Primm IT requirements in corporate initiatives, capital planning, property projects, remodels, system implementations, and operational-readiness activities.
Coordinate vendors and contractors at Primm locations, ensuring access, scheduling, safety, documentation, and completion expectations are met.
Provide operational reporting on service performance, major issues, risks, resource needs, and improvement priorities.