• This position is required to be onsite Monday through Friday 9AM-5PM
• Participates/leads the weekly service review team meetings

• Promote and maintain the utmost integrity and the highest caliber customer service to all patrons/employees of Resorts Casino when managing the enterprise of systems and applications.

• Manage a team supporting a 24 x 7  Service Desk.

• Establish levels of customer service. Perform, track and report against these service levels.
• Proactively pursue customer service issues and resolve them expediently.
• Maintain proactive communication with users as to systems availability and scheduling concerns.
• Helps in the maintenance and reporting of the company Help Desk Facility.
• Reports production status to users, assists in problem resolution and acts as key contact for on-site and remote user’s problems and inquires.
• Research new hardware, software and emerging technologies to identify cost effective means of improving the efficiency of operations. 
• Help in development and training of all IT Operations personnel in their areas of responsibility and to provide cross training wherever possible.
• Responsible for ensuring the reliability and availability of the company's computer systems on an on-going basis.
• Provide immediate and direct support for the operational systems, to ensure problems are resolved on a timely basis, with minimal disruption to business operations.
• Assist with maintaining all related hardware and software products at current release levels to provide up-to-date functionality and support.

• Responsible for the overall daily operation of the Data Center, to ensure processing schedules and on-line availability requirements are met on an on-going basis
• Computer hardware is properly maintained, with sufficient preventive maintenance to minimize availability issues caused by hardware problems
• Operating procedures are clearly defined, and technicians adequately trained, to minimize incidents of downtime and to ensure rapid recovery should downtime occur
• Data Center is fully supplied with the necessary supplies to ensure the daily schedule is completed.
• Responsible for the protection of computer equipment and company records, to include adequate safety precautions, emergency procedures and general security over equipment and records to prevent the risk of loss, and to ensure adequate provisions being updated on a regular basis.
• Responsible for Support Services staff, to include recruiting, scheduling, supervising, and training thereof for all levels of technicians.
• Responsible for maintaining a high level of service to the user community, to include providing continual feedback as to the status of their request and concerns.
• Self-directed to establish a work plan and staffing for each phase of project and arranges for assignment of project personnel.
• Reviews status reports prepared by project personnel and modifies schedules or plans as required.
• Confers with project personnel to provide technical advice and to resolve problems.

• Consults with business unit management and personnel to obtain additional information during system development and evaluate alternatives.
• Monitors and documents post-implementation problems and revision requests.

• Promotes positive public relations.
• Performs other duties as assigned.

• High school diploma or equivalent.
• Four-year college degree in Computer Science or related field, preferred, with equivalent business experience.
• Minimum of six (6) years’ experience of which three (3) years must be in IT Service Support Desk Manager or field technician customer service for a large enterprise and must have successful management experience, managing a multi-shift staff.
• Hands on experience with help desk and remote-control software
• Excellent analytical, problem-solving, critical thinking and decision-making skills.
• Well-developed interpersonal skills.  Must be able to communicate written and verbal communication is required.

• Demonstrate strong project management skills for managing large scope device centric application projects and assign the necessary technical resources to meet objectives.
• Must be able to work holidays and weekends, as well as flexible shifts and/or unusual hours if needed.

• Must be able to work in an environmentally controlled Data Center.

• Exposure to casino related environmental factors including but not limited to second-hand smoke, excessive noise and kitchen environments.
• Exposure to stress situations related to servicing clients in a high pressure and fast paced environment.

• Ability to conduct analysis and generate reports to reflect findings; direct a work force, provide support to staff and delegate job duties.
• Ability to express ideas or make recommendations concerning job related issues; learn specific job duties and complete detailed work assignments; maintain knowledge of basic concepts and techniques.
• Ability to prepare and deliver formal presentations before public and private briefings.
• Ability to perceive quality of work, read material and review documents.
• Ability to communicate clearly and effectively both orally and in writing
• Ability to logically and independently plan, organize, and complete work
• Ability to grow a technical staff as a skilled technician.
• Ability to set and achieve high standards of performance. 
• Ability to make progress on multiple assignments under time constraints.
• Must have driver’s license and reliable transportation to be onsite.

** All applicants must be able to perform the essential functions of this position, with or without reasonable accommodations.

ESSENTIAL PHYSICAL FUNCTIONS

(O) Standing

(F) Walking

(F) Sitting

(O) Kneeling

(N) Running

(O) Lifting                                                                               Max Weight: 100lbs

(N) Pushing                                                                            Max Weight: N/A  

(N) Pulling                                                                               Max Weight: N/A  

(N) Carrying                                                                            Max Weight: N/A    

(O) Bending

(O) Stooping

(O) Climbing Stairs

(N) Climbing Ladders                                                             Max Height: N/A

(N) Working at a Height Level Above The Floor                     Max Height: N/A

(N) Finger Dexterity

(F) Full Use of Both Hands

(N) Crawling

(N) Balancing

(N) Throwing

(N) Twisting

(O) Reaching                                                                          Max Height: 3’

(N) Driving

(N) Working On or With Moving Machinery

(N) Working at Rapid Work Speed

(O) Working in Isolation

(C Working Around People

(C) Hearing Conversation

(N) Hearing High Acuity

(C) Speaking Clearly

(C) Seeing Near

(O) Seeing Far

(N) Seeing – Depth Perception

(N) Seeing - Color Vision

ESSENTIAL MENTAL FUNCTIONS

(F) Writing English

(F) Reading English

(C) Speaking English

(F) Working under Pressure/Stress

(O) Speaking With Guests/Customers

(F) Speaking With Employees

(F) Working with Basic Math Skills

(F) Making Decisions Based On Facts

(F) Making Decisions Based On Data

(O) Making Decisions Based On Personal Judgment

(F) Making Accurate Measurements According To Set Standards

(O) Planning and/or Supervising the Activities Others

ESSENTIAL INTERACTIVE FUNCTIONS

(O) Working under Close Supervision

(F) Working under Minimal Supervision

(F) Working and Interacting With Management in a Professional and Courteous Manner

(F) Working and Interacting With Co-Workers in a Professional and Courteous Manner

(O) Working and Interacting With Guests in a Professional and Courteous Manner

ESSENTIAL ENVIRONMENT FUNCTIONS

(C) Working Inside

(N) Working Outside

(F) Working in a Fast Paced Environment

(N) Exposed To Chemicals Describe:

(O) Exposed To Dust, Fumes, Gases, Describe:

(O) Exposed To Smoke

(N) Exposed To Excessive Noise

(O) Working in Dimly Lit Areas

(N) Working in Sudden Marked Changes of Temperature and Humidity

Key

Not Applicable             (N)

Occasional                  (O) Under 2 hours

Frequent                      (F) 2 hours to 5 hours

Constant                      (C) more than 5 hours