IT Support Lead Engineer

MGM Resorts • Las Vegas, NV

7d

About The Position

The IT Lead Support Engineer ensures the continuous operational availability of critical applications for MGM Resorts International. The role provides advanced Tier 2 and Tier 3 support to resolve operational issues in alignment with established Service Level Agreements (SLAs). It conducts complex root cause analysis, designs technical solutions that support self-healing and high availability, and provides mentorship and technical leadership to the team. The position collaborates with internal departments, vendors, and managed service providers to maintain high-quality application performance.

The Lead manages support operations and escalations, maintains knowledge of application and system topologies, and contributes technical expertise to projects and continuous improvement. The role helps ensure 24/7/365 support coverage, including management of on-call schedules, and maintains hands-on proficiency across operating systems, remote support tools, cloud platforms, and networking fundamentals.

Requirements

• 5+ years of prior relevant experience in a support engineering or related IT role.
• Demonstrated experience supporting enterprise applications, with a track record of developing and implementing increasingly complex solutions.
• Strong system troubleshooting skills, including end-to-end diagnostics across multiple platforms.
• Project management capabilities, including planning, coordination, execution, and accountability.

Nice To Haves

• A strong technical background.

Responsibilities

• Attend and lead project meetings as needed, providing technical insights and supporting initiatives through execution.
• Manage the support ticket queue, assign tickets, monitor progress, follow up, and ensure timely resolution.
• Mentor team members and provide constructive feedback to improve technical and professional proficiency.
• Communicate team needs to the department manager and escalate issues as required to ensure 24/7/365 support coverage, including managing on-call schedules.
• Act as an escalation point for complex issues from the Operations Center, vendors, and managed service providers, and participate in strike teams as needed.
• Provide subject matter expertise on application-level issues and solutions.
• Develop and maintain a deep understanding of system and application topologies, including interfacing systems, databases, cloud infrastructure, networking, and other technical layers.
• Create, update, and maintain knowledge base articles, FAQs, and application-related documentation for all teams.
• Stay current on applications, technologies, and technical skills through continuous training.
• Escalate unresolved issues to Tier 4+ teams, including Architecture, Development, Infrastructure Engineering, application vendors, and other required teams, and follow up.
• Track known issues awaiting vendor or development code releases.
• Provide technical leadership, enforce version-control best practices, and guide application engineers on tools and processes.
• Maintain high-level knowledge and hands-on proficiency with Windows OS, remote access and support tools, Active Directory, Unix/Linux operating systems, cloud platforms, and networking fundamentals.
• Collaborate with IT teams, business users, stakeholders, and external vendors to resolve issues and support continuous improvement.

Benefits

• Programs supporting mental and physical wellness.
• Discounts on hotel stays, dining, retail, entertainment, and partner offerings for travel and technology.
• Free parking, whether on or off shift.
• Healthcare and financial support.
• Generous time-off options.
• Career development programs.
• Networking events.
• Community volunteer opportunities.

What This Job Offers

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