Information Technology - IT Support Manager

Starting Wage: $87,904.14 annual salary

The IT Support Manager oversees daily Service Desk operations to ensure timely, high-quality technical support for all team members, while leading the team in delivering strong customer service and maintaining clear communication across departments to support business continuity. Reporting to the Director of MIS, this role bridges business needs with technical delivery by optimizing support processes, mentoring staff, and coordinating with infrastructure, networking, and application teams to ensure effective escalation and resolution of technology issues.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Supervises service desk staff, including scheduling, performance reviews, training, and professional development.
• Fosters a positive, collaborative work culture that emphasizes accountability, communication, and service excellence.
• Mentors and coaches team members to build technical depth and customer service skills.
• Manages full cycle Service Desk operations, including incident tracking, prioritization, and escalation.
• Establishes and monitors Service Level Agreements (SLAs) to ensure timely response and resolution.
• Reviews performance metrics and trends to identify opportunities for process improvement.
• Partners with other IT teams to ensure consistent escalation and resolution of network, server, and application-related issues.
• Implements and maintains ITIL-based processes for incident, request, and problem management.
• Maintains asset and software license inventories, ensuring all systems are properly documented and compliant.
• Generates and presents reports on ticket trends, team performance, and customer satisfaction metrics.
• Assists the Director of MIS in policy enforcement, procedural updates, and process improvement initiatives.
• Ensures adherence to PCI DSS and NIST cybersecurity standards as they apply to end-user systems and service operations.
• Provides advanced troubleshooting assistance for escalated incidents as needed.
• Coordinates with Infrastructure and Network teams for system changes, upgrades, and maintenance windows.
• Supports the deployment and maintenance of workstation software, security tools, and endpoint configurations.
• Maintains vendor relationships for service desk tools, hardware procurement, and warranty claims.
• Assists in onboarding/offboarding processes for user accounts and permissions management.
• Participates in IT planning meetings and contribute to annual budgeting and project discussions.
• Cross-trains with technical leads to ensure operational coverage.
• Tracks and maintains physical inventory of technological assets company-wide.
• Other duties as directed by management.

WORK ENVIRONMENT

While performing the duties of this job, Team Members may be exposed to secondhand tobacco smoke, including regular exposure for those working on the casino floor. The noise level in the work environment is usually moderate and can occasionally reach a high level for short periods of time.