IT Tech Manager

North Fork Mono Casino & Resort•Notarb, CA

2h•Onsite

About The Position

The IT Technical Manager is responsible for leading the IT support teams across all departments, ensuring efficient and high-quality technology services. This role serves as the primary point of contact for IT support issues and escalations, particularly for executive leadership and property teams. The IT Technical Manager drives the development and implementation of IT support strategies, promotes service excellence, and fosters collaboration across the IT department to ensure business continuity and minimize disruptions. This position will directly report to the Director of IT Operations.

Requirements

Strong technical aptitude and a deep understanding of hardware, software, and systems, including Microsoft applications, iOS devices, CMS, and POS systems.
Proven leadership skills with the ability to manage and motivate a diverse team of IT professionals.
Excellent communication and customer service skills, with the ability to convey technical information to both technical and non-technical audiences.
Strong organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
Ability to work effectively under pressure and maintain control in critical situations.
Ability to act with integrity, professionalism, and confidentiality.
Bachelor's degree in technology related field; or equivalent combination of education and work experience.
Minimum of five (5) years of IT support experience, with at least two (2) years in a supervisory or managerial role required.
Must be able to obtain and maintain a Gaming License from the Tribal Gaming Commission, which includes passing a background investigation.
Must be at least 21 years of age.

Nice To Haves

Gaming industry experience preferred.
Technical certifications such as A+, Network+, or Microsoft certifications are preferred.

Responsibilities

Practicing, supporting, and promoting North Fork Mono Casino & Resort's culture and demonstrating exemplary Service Standards at all times.
Leading, mentoring, and managing IT Support Technicians.
Serving as the primary IT point of contact for all executive leadership and department management teams, ensuring prompt and effective communication and resolution of issues.
Overseeing the IT support ticketing system, ensuring timely and thorough resolution of all technical issues.
Establishing and maintaining strong working relationships with department heads, executives, and team members.
Monitoring IT systems and networks for issues, proactively identifying and resolving potential problems to prevent service disruptions.
Developing and implementing IT support policies, procedures, and best practices to improve service delivery and operational efficiency.
Regularly reviewing and analyzing support metrics, preparing reports for IT leadership and identifying areas for improvement.
Coordinating and managing on-call rotations and after-hours support for critical issues.
Collaborating with other IT areas to develop and execute projects that enhance the overall technology infrastructure.
Managing the procurement of IT equipment and software, ensuring that purchases align with budgetary and operational requirements.
Leading IT project initiatives, including planning, execution, and successful delivery of key technology projects across the organization.
Ensuring all IT support activities are conducted with a high level of professionalism, urgency, and customer service.
Other duties as assigned.