IT Operations Shift Supervisor

Boyd Gaming•Las Vegas, NV

8d•Onsite

About The Position

Responsible for supervising the activities of the Support Center and its staff during assigned shift which includes recognizing, identifying, isolating, and resolving problems with information systems products and services, and for coordinating referrals to the appropriate technical, professional, or service personnel, or for escalating to management. 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

Supervising the activities of the Support Center and its staff during assigned shift
Recognizing, identifying, isolating, and resolving problems with information systems products and services
Coordinating referrals to the appropriate technical, professional, or service personnel, or for escalating to management
Handling personnel-related matters for assigned staff members including interviewing, hiring/recommending for hire, scheduling, training, evaluating, coaching, and counseling
Serving as Event Coordinator for all major system events/outages
Resolving and assisting 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
Escalating problems to second level support areas as appropriate
Analyzing alarm conditions presented by various internal management systems and performing triage efforts to assist in troubleshooting
Using appropriate tracking, metrics, and reporting systems to manage, report, and escalate issues
Ensuring all work is executed in accordance with established P&Ps and applicable regulatory requirements
Keeping staff informed about activities, problems, P&Ps, and the like
Actively participating in meetings
Working with staff to maintain an up-to-date knowledge base
Ensuring proper prioritization for shift flow
Keeping management informed about activities and problems
Providing input into support operations and processes
Assisting in the development and management of P&Ps
Assisting in the development of associated training for Support Center staff
Preparing reports as prescribed and/or requested
Performing 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