Senior Manager of IT Operations

POSITION EXPECTATIONS

The Senior Manager of IT Operations manages the LVCVA IT Help Desk and support staff. This position ensures the efficient tracking and use of LVCVA IT hardware and software to support the overall business and its Ambassadors.

What You’ll Accomplish:

Keep in mind that this list is not all-inclusive .

• Lead An Extraordinary Team:
• Manage a team of IT Help Desk Ambassadors.
• Plan, assign and direct work for daily operations and special projects.
• Maintain appropriate staffing levels to meet the needs of the business.
• Hire, onboard, coach, and appraise performance.
  
• Provide Extraordinary Service:
• Oversee prompt escalation for technical assistance via phone, email, and in person.
• Document service and incident request status to ensure the IT Help Desk is providing timely updates to Ambassadors and external customers.
• Manage the install, configuration, and troubleshooting of hardware for Ambassadors.
• Provide consistent communication appropriately across multiple levels of the LVCVA. Inform department head of significant areas of concern and overall Help Desk performance.
  
• Plan and Document Processes:
• Maintain ITD policies and procedures, including recommendations for new policies and procedures, best practices, metrics, and customer service guidelines to maintain an effective Help Desk environment.
• Participate in the planning, execution, and deployment of IT department projects.
  
• Manage IT Resources:
• Ensure the IT department is managing assets in a fiscally responsible manner.
• Maintain detailed tracking of hardware inventory.
• Assess the needs of the LVCVA and make recommendations to senior leaders, which address those needs
  
  
  

What We’re Looking For:

• Bachelor’s degree in information technology or related field
• Minimum four years’ experience in a supervisory or management role
• Advanced knowledge in Help Desk operations and leading a team
• Effective in multiple Information Technology disciplines, including hardware, software, telecommunications, networking, and cyber security
• Effective verbal, written and interpersonal communication skills
• Possess:
• Excellent listening and troubleshooting skills
• Excellent organization and time management skills to meet deadlines
  
• Ability to:
• Interpret a variety of instructions furnished in written, oral, diagram or schedule form
• Demonstrate commitment to valuing differences among individuals and being inclusive
• Handle sensitive information with the highest degree of integrity and confidentiality
  
  
  

The Las Vegas Convention and Visitors Authority (LVCVA) provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, the LVCVA will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at peopleconnect@lvcva.com