IT SUPPORT SERVICES SUPERVISOR

Overview

Full-Time | ON-SITE | Leads All 3 Shifts |

• Lead the Team that keeps Resorts Casino Hotel connected

Are you an experienced IT support professional who enjoys leading people as much as solving problems? Do you want to build a team that keeps a busy, 24/7 resort running smoothly?

Resorts Casino Hotel is seeking a hands-on IT Support Services Supervisor to lead our team of IT Support Services Technicians across all three shifts in Atlantic City, NJ.

Located on the Atlantic City oceanfront, Resorts is a place where hospitality, entertainment, and regulated gaming come together, and where technology supports nearly everything our guests and employees do.

This is a 100% on-site position for a leader who is comfortable being on the floor with the team, coaching technicians, resolving escalated issues, and delivering outstanding service in a fast-paced, around-the-clock environment.

Responsibilities

You will supervise and develop the technicians who support our 24 x 7 Service Desk and provide on-site and remote technical support across the property, while keeping our systems and devices reliable and our customers well served.

• Supervise, schedule, coach, and evaluate IT Support Services Technicians (Tech I, II, and III) across all three shifts, ensuring consistent coverage and smooth shift-to-shift handoffs.

• Participate in recruiting, interviewing, onboarding, training, and cross-training of technicians, and help grow their technical skills.

• Provide immediate, direct support to technicians, including after hours when needed.

• Promote the highest caliber of customer service to Resorts employees and guests; proactively pursue service issues and resolve them quickly.

• Establish, track, and report against customer service levels, and keep users informed on the status of their requests.

• Help maintain and report on the Help Desk, monitoring the ticket queue and escalating issues as appropriate.

• Act as a key contact for on-site and remote user problems and inquiries and communicate proactively about system availability and scheduling.

• Participate in and/or lead the weekly service review team meetings and deliver status updates to IT management and department leaders.

• Help ensure the reliability and availability of company computer systems, with minimal disruption to business operations.

• Ensure operating procedures are clearly defined, and technicians are trained to minimize downtime and recover quickly when it occurs.

• Oversee endpoint device management, including PCs, printers, networked devices, telephones, radios, and mobile phones: inventory, protect, upgrade, repair, and retire.

• Manage the hardware inventory rooms so replacement parts and supplies are organized, stocked, and easy to find.

• Help keep hardware and software at current release levels and support preventive maintenance.

• Protect computer equipment and company records by following established safety, security, and emergency procedures.

• Research new hardware, software, and emerging technologies that improve efficiency.

• Participate in departmental projects, up to and including leading them with internal and external resources.

• Create and maintain process and procedure documentation and make sure the whole IT team can access it.

• Other: Perform other duties as assigned.

Qualifications

• Minimum of 6 years of IT experience, including at least 3 years in an IT service desk, IT operations, or field technician customer service role for a large enterprise.
• Demonstrated experience supervising or leading technical support staff.
• Hands-on experience with help desk (ticketing) and remote-control software.
• Excellent analytical, problem-solving, critical thinking, and decision-making skills.
• Strong interpersonal skills and the ability to communicate clearly, both orally and in writing.
• Strong project management skills and the ability to manage multiple assignments under time constraints.
• Ability to work holidays, weekends, and flexible shifts or unusual hours as needed.
• Valid driver's license and reliable transportation to be on-site.
• Ability to obtain and maintain a New Jersey Casino Employee Registration.
• Must be legally authorized to work in the United States. Resorts does not sponsor employment visas now or in the future.

Preferred

• Four-year degree in Computer Science or a related field (equivalent business experience considered).
• Experience leading a multi-shift team in a 24/7 environment.
• Experience in a casino, gaming, hospitality, hotel, or other mission-critical environment.
• Relevant IT service management or technical certifications.

Pay Rate

$60,000-$80,000

Essential Functions

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: 100 lbs
• (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
• (F) Planning and/or Supervising the Activities of 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
• (O) Exposed To Dust, Fumes, Gases
• (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
• REVISION DATE(S): 11/18/2022; 09/28/2026