Manager, Product Support

IGT, a Nevada Corporation • NE Statewide, NE

1d • Onsite

About The Position

The Manager, Product Support leads technical support for internal and external customers, overseeing case resolution, escalations, and support documentation for company software and hardware. The role diagnoses complex issues, coordinates with internal teams on testing and product quality, and provides technical guidance and training to customers. It also manages and develops the support team, investigates emerging issues, and supports projects that meet customer needs and regulatory requirements.

The role requires working at the assigned location to support direct communication and collaboration, except when traveling for business. Travel is approximately 0–10%, or as business needs require.

Requirements

• Bachelor’s degree in Computer Science, or a combination of education in a related field and equivalent work experience.
• 8–12 years of experience working with software and hardware in a casino or information technology environment.
• At least one year of technical customer support and troubleshooting experience.
• Experience with technical and operational technologies and issues related to product offerings and service solutions.
• Experience with software products, including Newave, Resort Advantage, and compliance and audit management.
• Knowledge of casino and gaming environments and requirements.
• Proficiency in Microsoft Office applications, especially Excel, Word, and PowerPoint.
• Proficiency and experience with Microsoft Windows operating systems and software.
• Ability to obtain required jurisdictional licensing.
• Ability to travel approximately 0–10%, or as business needs require, with valid travel documentation and reliable transportation; ability to support field personnel outside the main property as directed.
• Ability to work at the assigned location to support direct communication and collaboration, except when traveling for business.
• Ability to remain seated at a computer for extended periods in a limited workspace; perform repetitive keyboard, mouse, and telephone tasks; and sit, stand, or walk for extended periods.
• Ability to bend, reach, twist, squat, and occasionally lift up to 30 pounds.
• Ability to work primarily in a smoke-free office with low to moderate noise, with potential exposure to smoke, electrical shock hazards, and loud noise at customer sites.
• Team building, coaching and development, conflict management, business acumen, collaboration and teamwork, process management, composure, and resilience.
• Strong analytical skills and ability to produce professional reports.
• Excellent written and verbal communication across organizational levels, with a positive, respectful, and professional approach to customers, colleagues, management, and external organizations.
• Ability to work accurately and efficiently, maintain attention to detail, and meet deadlines in a fast-paced, dynamic environment.
• High integrity, trustworthiness, and strict confidentiality.
• Ability to adapt to changing processes, performance standards, goals, and budget requirements; balance competing priorities; and apply logic, objectivity, and fairness in decision making.
• Ability to manage multiple tasks, work autonomously under general direction with minimal to moderate supervision, and follow department and company policies.

Nice To Haves

• External customer support experience.
• 0–2 years of experience managing processes, projects, or people.
• Database and data storage experience.
• Proficiency and knowledge of Microsoft SQL.
• Knowledge of call center technologies used in technical support.
• Systems administration and some programming experience.

Responsibilities

• Oversee the resolution of internal and external customer requests received through email, remote computer access, and telephone, managing escalated requests as needed.
• Review customer issues and communicate action items to internal teams to ensure prompt resolution.
• Troubleshoot, diagnose, and correct complex or escalated hardware and software issues.
• Oversee customer support cases and maintain the company tracking system.
• Identify appropriate channels and resources for resolving customer issues and inquiries.
• Coordinate collaboration between internal teams to resolve customer issues and respond to inquiries.
• Manage and maintain documentation for support activities.
• Collaborate with internal teams on user acceptance testing and quality analysis for new software and updates.
• Provide customers with technical instruction on company software and hardware and present product training as needed.
• Communicate issues and software errors to internal teams and recommend solutions.
• Investigate emerging issues, conduct preliminary analysis, and prepare detailed written reports for management as required.
• Work with cross-functional teams to achieve project objectives, communicate information across teams, and ensure products meet regulatory requirements.
• Direct employee work and manage personnel matters, including recruiting, hiring, training, scheduling, evaluating, coaching, and staff development; recommend or initiate promotions, transfers, and disciplinary action.
• Perform other related duties as assigned.

Benefits

• 401(k) savings plan with company contributions, subject to eligibility requirements.
• Medical insurance, subject to eligibility requirements.
• Dental insurance, subject to eligibility requirements.
• Vision insurance, subject to eligibility requirements.
• Life and disability coverage, subject to eligibility requirements.
• Paid time off, subject to eligibility requirements.
• Tuition reimbursement, subject to eligibility requirements.
• Wellness programs, subject to eligibility requirements.
• Employees may be eligible for bonus or commission opportunities, depending on the role.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager