IT Support Services Supervisor

Resorts Casino Hotel•NJ-Atlantic City, NJ

5d•Onsite

About The Position

Resorts Casino Hotel is seeking a hands-on IT Support Services Supervisor to lead our team of IT Support Services Technicians across all three shifts in Atlantic City, NJ. This is a 100% on-site position for a leader who is comfortable being on the floor with the team, coaching technicians, resolving escalated issues, and delivering outstanding service in a fast-paced, around-the-clock environment. You will supervise and develop the technicians who support our 24 x 7 Service Desk and provide on-site and remote technical support across the property, while keeping our systems and devices reliable and our customers well served.

Requirements

Minimum of 6 years of IT experience, including at least 3 years in an IT service desk, IT operations, or field technician customer service role for a large enterprise.
Demonstrated experience supervising or leading technical support staff.
Hands-on experience with help desk (ticketing) and remote-control software.
Excellent analytical, problem-solving, critical thinking, and decision-making skills.
Strong interpersonal skills and the ability to communicate clearly, both orally and in writing.
Strong project management skills and the ability to manage multiple assignments under time constraints.
Ability to work holidays, weekends, and flexible shifts or unusual hours as needed.
Valid driver’s license and reliable transportation to be on-site.
Ability to obtain and maintain a New Jersey Casino Employee Registration.
Must be legally authorized to work in the United States. Resorts does not sponsor employment visas now or in the future.

Nice To Haves

Four-year degree in Computer Science or a related field (equivalent business experience considered).
Experience leading a multi-shift team in a 24/7 environment.
Experience in a casino, gaming, hospitality, hotel, or other mission-critical environment.
Relevant IT service management or technical certifications.

Responsibilities

Supervise, schedule, coach, and evaluate IT Support Services Technicians (Tech I, II, and III) across all three shifts, ensuring consistent coverage and smooth shift-to-shift handoffs.
Participate in recruiting, interviewing, onboarding, training, and cross-training of technicians, and help grow their technical skills.
Provide immediate, direct support to technicians, including after hours when needed.
Promote the highest caliber of customer service to Resorts employees and guests; proactively pursue service issues and resolve them quickly.
Establish, track, and report against customer service levels, and keep users informed on the status of their requests.
Help maintain and report on the Help Desk, monitoring the ticket queue and escalating issues as appropriate.
Act as a key contact for on-site and remote user problems and inquiries and communicate proactively about system availability and scheduling.
Participate in and/or lead the weekly service review team meetings and deliver status updates to IT management and department leaders.
Help ensure the reliability and availability of company computer systems, with minimal disruption to business operations.
Ensure operating procedures are clearly defined, and technicians are trained to minimize downtime and recover quickly when it occurs.
Oversee endpoint device management, including PCs, printers, networked devices, telephones, radios, and mobile phones: inventory, protect, upgrade, repair, and retire.
Manage the hardware inventory rooms so replacement parts and supplies are organized, stocked, and easy to find.
Help keep hardware and software at current release levels and support preventive maintenance.
Protect computer equipment and company records by following established safety, security, and emergency procedures.
Research new hardware, software, and emerging technologies that improve efficiency.
Participate in departmental projects, up to and including leading them with internal and external resources.
Create and maintain process and procedure documentation and make sure the whole IT team can access it.
Perform other duties as assigned.