What are the responsibilities and job description for the IT Help Desk Manager - Philadelphia position at Live! Casino & Hotel Maryland?
Overview
Why We Need Your Talents
Where You'll Make an Impact
Skills You'll Need to Succeed
Why We Need Your Talents
- We are seeking an experienced and talented IT customer-service support professional to work as a Manager of our IT Customer Support Desk. This manager would be responsible for managing and leading a team of 1 2 IT Help Desk professionals to drive increasing IT customer service quality around our existing solution environment and proactively suggest innovations for the delivery of new high-quality IT solutions and services. This team supports desktop/network/server hardware, printing, 3 r d party software , and custom applications.
- This is a fast-moving company. The person we hire must be able to manage multiple priorities and lead the team to quickly adapt to rapidly changing business and technical circumstances. The team supports executives, employees, contractors, and 3rd party solution providers. The employee population is composed of approximately 500 ‘knowledge workers’ and 1000 casino and hotel operations workers.
Where You'll Make an Impact
- Ensure timely, high-quality and service-oriented technical support and issue resolution for Live Casino & Hotel (LCH) employees, vendors, contractors . This technical scope includes solution deployment and support for Desktop and Mobile applications.
- Device HW, Desktop SW (including Microsoft Office 365 and Windows 10), Middle Tier Software ( Microsoft Active Directory), Network HW/SW, Servers and 3 r d party applications (Casino applications, Hotel applications and corporate applications such as Kronos HR software , ATI Oasis, Genesis, etc. ).
- Respond to emergency situations during and after hours for the purpose of resolving immediate customer concerns and meet demands of 24/7 Casino environment.
- Provide 'white glove' service to Executives .
- Build and manage the Help Desk schedule to ensure both high-quality service coverage for all business activities on a 24/7/365 basis while also ensuring the staff needs are also considered to balance maintaining high staff morale with the needs of the business .
- Maintain high levels of team morale and talent retention through the excellence of leadership, communication, collaboration, mentoring , and professional development .
- Manages the daily activities of the IT Service and Support team responsible for technical support . T his leader must be able to jump in to provide hands-on technical support at an expert Tier 3 level as required to help mentor and develop the technical skills of more junior Help Desk staff .
- Assist the Infrastructure team with proactive management, monitoring , and maintenance of firewall, backups, application/infrastructure performance .
- Lead, mentor and develop the team to drive strategic up-skilling of team members and development of career path advancement overtime for our most talented and committed team
- Build detailed Help Desk roadmaps and plans in partnership with the management team to achieve strategic business and IT goals and a ssist the IT Director and Management teams with c apacity p lanning and IT Budget f orecasting and m anagement.
- Build, enhance , and maintain Service Desk ticket reporting with communication to the team and management as appropriate regarding current service metrics allowing us to drive continuous improvement in our Help Desk service process management, service desk productivity, service support quality, customer service quality feedback, etc.
- Manage vendor relationships regarding resolution of 3rd party technical issues .
- Effectively multi-task operational project s with quality to deliver on time to meet the department’s goals .
- Additional duties and responsibilities may vary
Skills You'll Need to Succeed
- Outstanding customer service skills are essential.
- Demonstrated experience in providing professional customer service in an IT support environment with strong technical problem-solving skills
- Understanding of ITIL IT support methodologies.
- Must have experience working with a ticketing system. (Samanage or Service Desk)
- Candidates need to have reasonable schedule flexibility and be aware that they may need to provide rotational after-hours support.
- Ability to translate ideas, goals, and concepts into an actionable and measurable plan.
- Ability to demonstrate a professional, mature, positive attitude and self-confidence in accomplishing daily tasks
- Ability to think strategically to optimize the performance of the team to meet and exceed our relevant IT and Business goals.
- Demonstrate the ability to collaboratively work as part of a team, both within and outside the department daily.
- Flexibility and ability to work within a high growth, high stress, and fast-paced environment with changing priorities. Must possess ability to prioritize conflicting duties and meet established deadlines.
- Must show leadership in conflict resolution.
- Strong research and business writing skills required
- Must have initiative, strive for continuous improvement and a proven ability to implement innovative ideas or business solutions
- Excellence in communication and customer-facing skills
- Strong oral, written, and interpersonal skills
- Ability to follow instructions and processes with minimal instructions
- Ability to provide various oral and written reports
- Completion of projects on time and within budget
- Ability to perform as a leader and assigned duties under frequent time pressure
- Maintain and or achieve all required OEM Certifications as directed by Management
- BS/BA in Information Technology, business or related academic discipline preferred. Equivalent work experience required otherwise. Casino experience a plus
- Strong demonstrated experience supporting, windows 10, Active Directory, O365.
- Must have experience of managing a team
- Must be able to comply with all state gaming regulations, which includes obtaining a gaming license.
- Knowledge of relevant software and hardware systems
- May require additional customer-specific certifications or training as required.
- Comprehensive health coverage for full-time and part-time Team Members and their eligible dependents
- Generous retirement savings options are available.
- Free uniforms
- Free parking
- Discounted meals
- Service and Attendance bonuses
- Tuition reimbursement
- Discounts on hotels, theme parks, travel, and more!
- Sitting 25%
- Walking 50%
- Standing 25%
- Lifting up to 60 lbs. 60 – 100 with assistance
- Pulling and bending
- Repetitive Keyboarding
- 24/7 high energy casino with a culture committed to fairness, teamwork, and most importantly FUN.
- Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
- You will work in an environment where smoking is allowed.
IT Support & Help Desk
Penn Psychiatric Center -
Phoenixville, PA
IT Help Desk
Bright Vision Technologies -
Conshohocken, PA
IT Support & Help Desk
Penn Psychiatric Center -
Phoenixville, PA
