IT Technician Manager (ON SITE)

Soboba Casino•San Jacinto, CA

18h•$84,000 - $105,000•Onsite

About The Position

The IT Technician Manager is responsible for overseeing the staff and operations of the Information Technology service desk. This role ensures team members are coached on effective methods to research, troubleshoot, and deliver solutions to end-user issues, while maintaining service quality, driving performance through ITSM metrics, and supporting the overall goals of the IT department.

Requirements

Must be at least 21 years of age.
High School Diploma or GED equivalent, required.
Five years of experience in technology support.
Must be able to provide evidence of eligibility to work in the United States of America.
Ability to obtain and maintain a valid Soboba Tribal Gaming Commission license.
Required to submit to and obtain negative results on all drug and/or alcohol testing.

Nice To Haves

Associates degree or higher in information Technology preferred.
ITIL Foundation certification or higher preferred.
Any combination of education, experience, and training that provides the required knowledge, skills, and abilities.

Responsibilities

Meet with team members to discuss proposed changes in hardware/software, the progress of work, resolve problems, and ensure that standards for quality and quantity of work are met.
Adjust work schedules, priorities, and staff assignments to ensure efficient operation based on current workload.
Monitor open incidents and service requests, manage escalations, and ensure timely resolution in accordance with established SLAs.
Ensure casino rounds are conducted on a daily basis and items requiring escalation are passed to the proper staff within the department.
Identify and gather key metrics to analyze help desk performance and identify problem areas.
Prepare and deliver regular reports to IT leadership, including bi-weekly accomplishment summaries and ITSM performance reports highlighting trends, recurring issues, and service level metrics.
Support and document the help desk support process.
Configure, maintain, and administer the IT Service Management (ITSM) platform, including ticket workflows, categories, and escalation rules.
Coordinate the computer preventative maintenance schedule, including required 24-hour notifications, checklists, and schedule changes.
Review and approve all IT Technician checklists, pass down logs, and forms.
Document all application installs and configuration procedures.
Create and execute training manuals while cross-training all IT Technicians on department standards, new system implementations, and policy revisions.
Identify and create ways to reduce cost by streamlining daily processes.
Support IT administrators with projects and any duties related to supporting Casino operations in terms of level one assistance.
Act as a backup to IT Technician(s) duties if required.
Must be physically present to work a regular, reliable, and predictable work schedule per business demands and maintain a consistent attendance record.
Perform special projects and other responsibilities, tasks, or duties as requested.
Lead or participate in hiring, onboarding, and scheduling of IT Technician staff.
Train, coach, and develop IT Technicians on department standards, systems, and procedures.
Conduct and assist in formal performance evaluations of IT Technicians.
Counsel and discipline staff in accordance with company policy when needed.
Motivate team members and foster a positive, productive work environment.
Develop and maintain positive working relationships with others and support the team in reaching common goals.
Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to management; complete required safety training and certifications.

Benefits

401k Plan
Basic Life Insurance (employer paid) with the option to purchase Supplemental Life Insurance
Medical available to employees at a significantly reduced cost.
Dental & Vision paid for the employee.
Employee Assistance Program
Wellness Program (Annual Health Fair, Wellness Education, and Incentive Programs)
Paid Time Off
Reward and Recognition Program (Quarterly, and Annually)
Team member Incentives
Discounted Team member meal