IT Operations Center Shift Supervisor

Boyd Gaming•Las Vegas, NV

About The Position

Responsible for personnel-related matters for assigned staff members including but not limited to interviewing, hiring/recommending for hire, scheduling, training, evaluating, coaching, and counseling. Serve as Event Coordinator for all major system events/outages. Resolve and assist Support Center staff with resolving the majority of calls at first point of contact through the use of a knowledge base and other knowledge tools. Escalate problems to second level support areas as appropriate. Analyze alarm conditions presented by various internal management systems; perform triage efforts to assist in troubleshooting the affected application(s)/infrastructure(s). Effectively use appropriate tracking, metrics, and reporting systems to manage, report, and escalate issues. Ensure that all work is consistently executed in accordance with established P&Ps and applicable regulatory requirements. Keep staff informed about activities, problems, P&Ps, and the like. Actively participate in meetings. Work with staff to maintain an up-to-date knowledge base. Ensure proper prioritization for shift flow. Keep management informed about activities and problems; provide input into support operations and processes; assist in the development and management of P&Ps; assist in the development of associated training for Support Center staff. Prepare reports as prescribed and/or requested. Perform all duties in strict accordance with Company, departmental, and regulatory guidelines and levels at all times while meeting or exceeding established service levels and expectations.

Requirements

Must be at least 21 years of age.
High school diploma (or equivalent) required.
Two (2) years of Help Desk/Support Center experience.
One (1) year of prior supervisory experience strongly preferred.
One (1) year of applied experience with iSeries required.
Must be knowledgeable in basic computer operation and related troubleshooting efforts.
Must be able to type quickly and accurately, preferably at least 50 wpm.
Must have exceptional customer service, communication, and phone etiquette skills.
Must be highly organized, detail-oriented, and able to effectively multi-task.
Must be proficient in various Microsoft Office applications.
Must be able to obtain/maintain any necessary certifications and/or licenses.

Nice To Haves

Associate’s degree or an equivalent level of experience preferred.
ITIL V3 Foundation Certification preferred.

Responsibilities

Personnel management including interviewing, hiring, scheduling, training, evaluating, coaching, and counseling.
Serve as Event Coordinator for major system events/outages.
Resolve calls at first point of contact using knowledge base and tools.
Escalate problems to second level support.
Analyze alarm conditions and perform triage for troubleshooting.
Use tracking, metrics, and reporting systems to manage, report, and escalate issues.
Ensure work execution in accordance with P&Ps and regulatory requirements.
Keep staff informed about activities, problems, and P&Ps.
Actively participate in meetings.
Work with staff to maintain an up-to-date knowledge base.
Ensure proper prioritization for shift flow.
Keep management informed about activities and problems.
Provide input into support operations and processes.
Assist in the development and management of P&Ps.
Assist in the development of associated training for Support Center staff.
Prepare reports as prescribed and/or requested.
Perform all duties in strict accordance with Company, departmental, and regulatory guidelines.
Meet or exceed established service levels and expectations.