IT Support Lead Engineer

MGM Resorts International • Las Vegas, NV

9d

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 accordance with established Service Level Agreements (SLAs). The Lead 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.

Requirements

• Five or more years of relevant experience in a Support Engineering or related IT role.
• Strong system troubleshooting skills, including end-to-end diagnostics across multiple platforms.
• Project management capabilities, including planning, coordination, execution, and accountability.

Nice To Haves

• Bachelor's degree.
• Strong technical background.
• Demonstrated experience supporting enterprise applications and a track record of developing and implementing increasingly complex solutions.

Responsibilities

• Attend and lead project meetings as needed, supporting initiatives with technical insights and 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 their 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; 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 skillsets 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, financial support, and generous time-off options.
• Career development programs, networking events, and community volunteer opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed