Lead Field Support Analyst

San Manuel Casinos•Highland, CA

About The Position

Under the direction of the Senior Manager Operations IT, the Lead Field Support Analyst will monitor, evaluate staff, and project progress. This role will assist with training and ensure all customer service standards are met as directed by the IT leadership. Responsibilities include training employees; planning, assigning, reviewing, and directing work. This position focuses on technical guidance and mentorship to the team, as it is a significant attribute of the role.

Requirements

Associate’s Degree in computer science or a related field required.
Minimum Six (6) years of relevant IT work experience required.
With at least three (3) years of hands-on experience with hardware, software, networking, telecom, and troubleshooting preferred.
Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.
Technical troubleshooting experience includes documented ability to analyze and diagnose network computer, and telecom system issues.
Ability to solve technical problems, work well under stress, and follow instructions.
Ability to de-escalate tense situations to problem-solve effectively.
A highly self-motivated and directed individual with keen attention to detail and proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Leads and participates in IT asset tracking, inventory management, and vendor relationships, ensuring efficient lifecycle management of hardware and software resources.
Ability to work any assigned shift (day/swing/graveyard).
Must have strong verbal and written communication skills that allow a non-technical end user and/or senior executive to understand the message presented.
Proven ability to create a positive and professional business relationship with internal and external clients as well as third-party service/product providers.
Must have experience demonstrating the utmost discretion and confidentiality in handling private information.
Ability to coach, mentor, motivate, and lead team members by example.
At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
As a condition of employment and shift rotations, candidates and incumbents may be required to pass pre- and post-employment screening including Live-Scan, background, drug testing, and tuberculosis (TB) testing.
Authorized Driver: Role requires operation or driving of Tribe-owned vehicles or driving patron vehicles. A valid driver’s license with an acceptable driving record as determined by the insurance carrier is required.
Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.
Sedentary work: involves sitting most of the time.
Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.
Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.
Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.
Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.
Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.

Nice To Haves

Experience working in a casino or the Gaming industry is preferred.
Professional certifications such as ITIL Foundation, A+, Network+, Security+, and Microsoft Certified Professional (MCP)/Microsoft Certified Systems Administrator (MCSA) are preferred.

Responsibilities

Supports leadership in managing daily operational activities (workload balancing, priority setting) to exceed business needs, while ensuring alignment with operational support department directives and service-level agreements.
Trains, coaches and directs Field Support Analysts to help develop and maintain effective best in-class standards.
Acts as an escalation point for the Field Support Analysts, to support teams and troubleshoot more complex issues.
Leads and participates in IT asset tracking, inventory management, and vendor relationships, ensuring efficient lifecycle management of hardware and software resources.
Provides technical guidance and solutions for enterprise hardware and software issues, ensuring alignment with organizational standards.
Provides advanced troubleshooting on critical issues to maintain system availability within expected performance metrics.
Evaluates and resolves time‑sensitive technical issues independently, escalating risks, service impacts, and significant changes to appropriate leadership or support teams.
Designs and implements repeatable, auditable processes to meet the needs of a fast-paced organization and establish best-in-class standards.
Leads/coordinates field deliverables for IT projects (e.g., hardware refreshes, office moves, software deployments), meeting scope, schedule, and quality targets, reports status and risks to IT leadership.
Performs other duties as assigned to support the eﬃcient operation of the department.