Technology & Implementation Specialist Lead

FAMILY ENTERTAINMENT GROUP LLC•Itasca, IL

About The Position

The Technology & Implementation Specialist Lead is responsible for leading FEG’s IT and RMS operations across corporate and field locations. This role serves as the primary escalation point for all IT and debit card system issues, oversees system installations and upgrades, manages vendor relationships, ensures cybersecurity compliance, and leads the technology support team. This position plays a critical role in revenue protection, system reliability, and operational efficiency across all locations and partner sites.

Requirements

5+ years of technical support experience with direct exposure to installations and fieldwork
Extensive experience in the coin-op entertainment or family entertainment industry
Advanced experience managing debit card revenue systems
Proven leadership experience in IT/RMS support environments
Strong vendor management experience (Embed, Sacoa, Bemax, etc.)
Demonstrated ability to support multi-location IT operations
Active Directory
Group Policy
DNS
Networking (Layers 1–3)
Windows Operating Systems
NAS Configuration, Management & Maintenance
Computer Hardware
Proprietary RMS Hardware & Software
Security Protocols
Documentation & Process Development
Multi-Department Project Leadership

Responsibilities

Lead the day-to-day operations of the IT and RMS support teams, serving as the primary point of contact for all technical escalations.
Provide technical advisory support to FEG and partner organizations, including Great Wolf Lodge, Kalahari, Cedar Fair, Landry’s, and others.
Ensure all IT and RMS inquiries and issues are resolved accurately and in a timely manner for both corporate and field personnel.
Plan, configure, ship, deploy, install, document, and support infrastructure for new site buildouts, transitions, system upgrades, and expansions.
Ensure debit card systems (Embed, Sacoa, Bemax, Intercard, etc.) operate optimally at all locations.
Roll out debit card system upgrades as directed by operations and leadership.
Interface directly with RMS vendors and developers to troubleshoot issues and improve system reliability and performance.
Coordinate debit card system installations for new openings and updates for existing locations.
Provide debit card system training and technical support for location employees.
Ensure accurate collection, transmission, and reporting of game and revenue data.
Work closely with accounting to support billing, invoicing, and revenue system reporting.
Partner with operations to properly interpret RMS reports to maximize revenue and identify discrepancies or potential theft.
Provide support for Google Workspace (Gmail) and internal IT systems.
Oversee and manage debit card-related parts, supplies, and purchasing.
Review, create, and maintain IT/RMS processes, procedures, and documentation to drive standardization and continuous improvement.
Strategically ensure cybersecurity compliance, maintaining antivirus protection, updates, patching, and system security across all environments.
Act quickly and methodically to correct vulnerabilities and align systems with security protocols.
Manage and protect all company technology assets and sensitive or proprietary data.
Onboard, train, mentor, and support IT/RMS team members.
Assign service requests to appropriate technology support levels and oversee workflow management.
Collaborate with marketing and business development to explore RMS capabilities that support growth initiatives.
Leverage industry expertise to research and develop new technical solutions and business approaches.
Implement creative technical solutions to business challenges.
Maintain effective leadership and working relationships with all departments in accordance with FEG policies.
Maintain professional conduct, appearance, organization, and communication at all times.
Complete special projects and additional duties as assigned by the Head of POS & Retail Systems