Supervisor, Technology Operations

Hard Rock Hotel & Casino Ottawa•Cincinnati, OH

10d•Onsite

About The Position

Leads daily IT Operations support functions, ensuring Service Level Agreement (SLA) adherence, effective incident management, and alignment with business needs. Partners with leadership, vendors, and stakeholders to maintain system stability, regulatory compliance, and continuous service improvement within a 24/7 gaming and hospitality environment.

Requirements

3–5 years of experience in Level II or higher IT support role
Strong knowledge of IT operations, systems, networking, and security
Proven leadership, coaching, and team development skills
Ability to align IT services with business and operational priorities
Must be able to obtain and maintain an Ohio Gaming Occupational License.

Nice To Haves

Gaming and hospitality technology experience preferred

Responsibilities

Supervise and develop IT Service Technicians to ensure operational excellence and adherence to IT standards
Monitor service tickets and incident queues to meet SLA targets and ensure timely resolution
Act as primary escalation point and coordinate resolution of critical issues
Manage staffing schedules, timekeeping, and coverage for continuous operations
Prioritize workload based on business impact and operational requirements
Develop, maintain, and enforce SOPs, standards, and documentation
Lead IT audit activities (OCCC, internal, external) and ensure compliance readiness
Collaborate with vendors and business stakeholders to support technology initiatives
Drive process improvements to enhance efficiency, service quality, and performance
Provide technical support and assist with operational coverage as needed