Primm - IT Operations Manager

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

LIVE. WORK. THRIVE. WELCOME BACK TO PRIMM!

Build your career with Primm, where team members enjoy valuable workplace benefits, career-growth opportunities, and access to affordable housing options in Primm, Nevada.

Team Member Benefits and Perks

• Discounted employee apartments, subject to availability
• Convenient payroll deductions for rent
• Competitive benefits and paid time off package
• Career-development and advancement opportunities
• A collaborative workplace where team members can make a meaningful impact

Position Summary

Primm Valley Casino Resorts is seeking an experienced and service-oriented IT Operations Manager to oversee the daily operations of the Information

Technology department across the resort and casino properties. This position is responsible for ensuring the reliable, secure, and efficient delivery of IT services while leading technical support teams, maintaining critical technology infrastructure, and driving operational excellence.

The IT Operations Manager provides leadership for service delivery, incident management, infrastructure support, and continuous process improvement. This role partners with business leaders, vendors, and technology teams to ensure systems remain available, secure, and aligned with the operational needs of the resort.

Essential Duties & Responsibilities:

Leadership & Team Management

• Lead, mentor, and develop IT operations, technical support, and service desk personnel.
• Establish performance expectations and conduct coaching, evaluations, and professional development activities.
• Manage staffing schedules, workload distribution, and on-call support coverage.
• Foster a collaborative, customer-focused culture committed to delivering exceptional IT service.
• Promote accountability, teamwork, and continuous improvement throughout the department.

IT Operations & Service Delivery

• Oversee daily IT operations, including incident, problem, change, and request management.
• Serve as the primary escalation point for complex technical issues affecting business operations.
• Monitor service levels, system availability, and operational performance to ensure business continuity.
• Coordinate support for enterprise applications, network infrastructure, servers, telecommunications, and end-user devices.
• Collaborate with internal departments to ensure technology solutions effectively support operational objectives.

Infrastructure & Technology Management

• Coordinate system maintenance, upgrades, software deployments, and infrastructure enhancements.
• Support network, server, storage, virtualization, and cloud-based technologies.
• Maintain business continuity and disaster recovery readiness through testing and documentation.
• Manage vendor relationships, service contracts, and third-party technology providers.
• Assist with planning, budgeting, and implementation of technology initiatives and capital projects.

Process Improvement & Governance

• Develop, implement, and maintain IT operational policies, procedures, and documentation.
• Promote IT Service Management (ITSM) and ITIL best practices across the department.
• Analyze service metrics, ticket trends, system performance, and operational reports to improve efficiency.
• Identify opportunities to streamline workflows, reduce downtime, and enhance the user experience.
• Participate in strategic planning and technology roadmap initiatives.

Security & Compliance

• Support cybersecurity initiatives by implementing operational security controls and best practices.
• Ensure compliance with company policies, Nevada Gaming regulations, and applicable technology standards.
• Participate in system audits, risk assessments, vulnerability remediation, and security awareness initiatives.
• Protect confidential company and guest information while maintaining data integrity and system security.

Required Qualifications

• Bachelor's degree in information technology, Computer Science, Management Information Systems, or a related field preferred.
• Five (5) or more years of progressively responsible IT operations or infrastructure experience, including supervisory or management responsibilities.
• Experience leading technical support or service desk teams in a complex enterprise environment.
• Strong knowledge of IT Service Management (ITSM) principles and ITIL best practices.
• Experience supporting enterprise networks, servers, operating systems, cloud technologies, and end-user computing environments.
• Strong analytical, organizational, troubleshooting, and problem-solving skills.
• Excellent written, verbal, and interpersonal communication skills.
• Ability to prioritize multiple projects while meeting deadlines in a fast-paced environment.
• Proficiency with Microsoft Office applications and IT management tools.

Preferred Qualifications

• ITIL Foundation Certification or higher.
• Experience supporting casino, gaming, hospitality, or resort operations.
• Experience with ServiceNow or comparable ITSM platforms.
• Knowledge of cybersecurity frameworks, enterprise networking, virtualization, cloud services, and disaster recovery planning.
• Project management experience and familiarity with technology implementation methodologies.

Key Competencies

• IT Operations Management
• IT Service Management (ITSM)
• ITIL Best Practices
• Infrastructure Administration
• Incident & Problem Management
• Service Delivery Excellence
• Team Leadership & Employee Development
• Vendor & Contract Management
• Cybersecurity Awareness
• Business Continuity & Disaster Recovery
• Project Coordination
• Process Improvement
• Strategic Planning
• Customer Service Excellence
• Communication & Collaboration

Physical Requirements & Working Conditions

• Must be at least 21 years of age.
• Ability to work flexible schedules, including evenings, weekends, holidays, and on-call rotations as business needs require.
• Must be able to sit, stand, walk, bend, reach, and use hands for extended periods.
• Ability to lift and move equipment weighing up to 50 pounds.
• Must be able to work in an environment that may include exposure to secondhand tobacco smoke, moderate noise levels, and varying temperatures.
• Must be able to obtain and maintain all required Nevada Gaming registrations and any other licenses required by law or company policy.

Primm Valley Casino Resorts is an Equal Opportunity Employer committed to creating an inclusive workplace where all team members are treated with dignity and respect.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!