IT Support Shift Manager
About The Position
The IT Support Shift Manager ensures a successful, best-in-class customer experience from start to finish. Assists the IT Service Desk Manager managing the Service Desk and Onsite Technicians teams in providing seamless, customer-centric, efficient IT Services to our business partners. Works closely with the Application Support team, Technical Services team, management, and vendors to gain resolution on issues unresolved by Customer Care. Provides operational assistance to IT Service Desk Manager by performing additional tasks related to the operation of all computing system equipment as required. All duties are to be performed within the guidelines of the Seneca Gaming Corporation’s policies and procedures, Internal Control Standards, and objectives.
Requirements
- Minimum of a Bachelor’s degree (B.A.) from four-year college or university; or equivalent work experience
- Experience with ITIL Best Practices, ITIL Foundations Certification required
- Experience with Service Level Agreements (SLAs) and ticketing tracking systems
- Excellent service-driven customer-focused skills
- Experience with performance metric expectations through industry best practices
- Ability to foster a strong team environment and to provide leadership by projecting a positive attitude while creating learning opportunities.
- Strong drive for results, while retaining a focus on consistently delivering a great customer experience.
- Get-it-done mindset: not afraid to roll up your sleeves, getting into the data, and analyzing the business to identify areas of improvement. Does what it takes to get the job done while also thinking & acting at a strategic level.
- The technical background should include experience on a Service Desk supporting Casino Operations and applications, Microsoft Office, ACD phone systems technologies, Active Directory, troubleshooting connectivity issues, hardware and software support, hands-on and remote support.
- Ability to effectively prioritize and execute tasks in a high-pressure and fast-paced environment.
- Flexible availability. While most of your work will be during business hours, there will be a need for occasional evenings, weekends, and holiday coverage.
- Ability to interact with and influence all levels of the business
Responsibilities
- Assist the IT Service Desk Manager in planning and assigning the schedules and activities of a staff of IT Support Technicians.
- Training, coaching, and mentoring the Service Desk staff, including career development
- Building and obtaining training material while building and maintaining a knowledge base
- Managing and coordinating urgent and complicated support issues
- Developing, maintaining, and reporting on KPI’s
- Providing data and to the IT Service Desk Manager that will feed into the Problem Management process, to reduce re-occurring incidents
- Be accountable for guaranteeing the proper level of service according to agreed-upon SLAs established with the business
- Assist the IT Service Desk Manager in enhancing the Service Desk ITSM ticketing tool to gain optimal efficiencies and promote self-service
- Reviewing survey feedback to improve services, tools, and support experiences
- Building strong relationships with customers internally and externally
- Defining and implementing processes and workflow improvements
- Assist with organizational communications and participate in the major incident response process
- Overseeing solutions repository and selecting tools required to ensure top quality service delivery
- Managing internal and external SLAs where appropriate to set expectations and measure performance
- Assist with defining a workable framework for managing and improving customer IT support in the organization, continual service improvement
- Ensuring that departmental business objectives are met while providing exceptional customer service
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
