Manager - Application Support

Wynn Resorts•Las Vegas, NV

8h•Onsite

About The Position

The Manager of IT Application Support is a key member of the Wynn Las Vegas IT Team and reports directly to the Director, IT Application Support. 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.

Requirements

At least a minimum of eight (8) years in Information Technology (IT) operations, preferably in a hotel/casino environment
A minimum of four (4) years of progressively responsible experience in a data center/business systems support environment
A thorough and complete technical understanding of troubleshooting techniques software and hardware
Experience in Technical and as an IT Leader is required
Proven experience improving the performance of mission critical business systems technologies
Understand incident, Request, Change, and problem management process
Must be able to make process improvement recommendations
Service-Oriented- Has a mindset focused on delivering exceptional internal and external user experiences
Calm Decision- Making Under Pressure- Remain composed and decisive during critical incidents and outages
Exceptional Communication- Clear, concise, and audience-aware communication across technical and non-technical stakeholders
Empathy & Sensitivity- Understands the urgency, pressure, and priorities of users and business teams
Ownership & Accountability- Strong sense of responsibility for outcomes—not just tasks
Problem-Solving & Critical Thinking- Analyze complex issues and identify effective solutions quickly
Collaboration & Cross-Functional Influence- Working seamlessly across teams without direct authority
Adaptability & Agility- Pivot quickly in fast-changing environments
Attention to Detail- Precision in monitoring, documentation, and execution
Coaching & Team Development- Mentor, guide, and elevate team performance

Nice To Haves

B.A. or B.S degree in Computer Science, Information Technology, Information Systems (IS/MIS) is highly valued but not required
ITIL Certification a plus
Previous experience with Application Support in a casino environment strongly valued

Responsibilities

Manages the daily activities of the Application 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 support team.
Acts as a coach and mentor.
Provides new hire application 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 Support projects/tasks and ensure on-time delivery. Timely reporting of assigned tasks for application support 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.