Manager - Application & End User Services

Wynn Resorts•Las Vegas, NV

About The Position

The Manager, Application and End User Services (EUS), is a key member of the Wynn Las Vegas IT Team and reports directly to the Director, IT Shared Services Operations. This position is responsible for all support analyst and technician personnel and will ensure that all daily tasks are performed by personnel in a timely manner. This position will collaborate with other IT leaders. Essential Job Duties & Responsibilities: Manages the daily activities of the Application and EUS Support Department to include training, coaching, organizing, planning, and staffing operations. Responds to the most complex application and hardware issues for customers. Identifies problem tickets and coordinates appropriate corrective action. Takes a proactive approach to identify and resolve potential issues. Schedules and organizes work assignments of application and EUS support team. Acts as a coach and mentor. Provides new hire application and EUS support training, in addition to documented step by step new hire IT onboarding. Prepare operational reports and analyses setting forth progress, adverse trends and appropriate recommendations or conclusions. Contributes to the creation and modification of overall support policy and procedures. Manage and oversees Application and EUS Support projects/tasks and ensure on-time delivery. Timely reporting of assigned tasks for application support and EUS is vital to the success of this department. Works on special projects to improve operating efficiencies. Recommend various personnel actions including, but not limited to, coaching, hiring, performance appraisals, promotions, transfers, and vacation schedules. Perform other management assigned tasks as required Participate in the on-call incident manager rotation. Team members in this role are successful by: As a leader, equipping your direct reports with performance feedback that encourages growth and aligns to organizational objectives is essential. Working together across our business and different departments to ensure support models are in sync with the long-term objectives of our organization by attending monthly and Bi-weekly touch base meetings and project coordination meetings. Ensure support incident responses are within 3 days of notification. Ensure the company and department remain up to date according to latest change requests and policy standards for utmost compliance with at least 90% accuracy. Ensure on-call resources respond for unscheduled events within 30 minutes. Maintain and strengthen collaboration with our application and EUS vendors to ensure mutual success. Effectively allocates tasks and resources, ensuring that the application and EUS support team has a streamlined workflow tracking project hours within our PPM.

Requirements

A thorough and complete technical understanding of troubleshooting techniques software and hardware is required
A B.A. or B.S degree strongly preferred but not required; ITIL Certification a plus
A minimum of eight (8) years in Information Technology (IT) operations
A least a minimum of four (4) years of progressively responsible experience in a data center/business systems support environment
Technical and leadership experience is required
Proven experience improving the performance of mission critical business systems technologies
Outstanding communication and presentation skills, leadership skills and work ethic
Understand incident, Request, Change, and problem management process
Ability to train team members on processes
Make process improvement recommendations

Nice To Haves

Previous experience with Application Support and EUS in a casino/gaming environment is highly preferred
A B.A. or B.S degree strongly preferred but not required; ITIL Certification a plus

Responsibilities

Manages the daily activities of the Application and EUS Support Department to include training, coaching, organizing, planning, and staffing operations.
Responds to the most complex application and hardware issues for customers.
Identifies problem tickets and coordinates appropriate corrective action.
Takes a proactive approach to identify and resolve potential issues.
Schedules and organizes work assignments of application and EUS support team.
Acts as a coach and mentor.
Provides new hire application and EUS support training, in addition to documented step by step new hire IT onboarding.
Prepare operational reports and analyses setting forth progress, adverse trends and appropriate recommendations or conclusions.
Contributes to the creation and modification of overall support policy and procedures.
Manage and oversees Application and EUS Support projects/tasks and ensure on-time delivery.
Works on special projects to improve operating efficiencies.
Recommend various personnel actions including, but not limited to, coaching, hiring, performance appraisals, promotions, transfers, and vacation schedules.
Perform other management assigned tasks as required
Participate in the on-call incident manager rotation.