Summary

The IT Technical Manager is responsible for overseeing daily operations of the shared IT Service Desk supporting both the Soboba Casino Resort and Soboba Tribal Administration. Although based at the Casino Resort, this role is structured to provide scheduled, equitable support to Tribal Administration through an established split shift model. The Manager ensures consistent service delivery, strong team performance, effective troubleshooting, and adherence to IT Service Management (ITSM) standards. The position reports jointly to the Director of Information Technology and the Chief Information Officer (CIO).

Schedule and Availability
This position follows the Soboba Casino Resort's standard scheduling calendar for designated days off. The role initially operates on a five-day, 40-hour workweek with eight-hour shifts. Schedule flexibility may be required based on operational needs of both Soboba Casino Resort and Soboba Tribal Administration.

Essential Duties and Responsibilities

• Supervise and manage daily operations of the centralized IT Service Desk supporting both Soboba Casino Resort and Soboba Tribal Administration.
• Meet with staff to monitor progress, address concerns, and ensure service quality standards are met.
• Adjust technician schedules, workload distribution, and priorities to match operational demands.
• Monitor incidents and service requests; ensure timely resolution and proper escalation within SLA guidelines.
• Conduct daily site rounds at Soboba Casino Resort and coordinate comparable oversight for Tribal Administration needs.
• Track, analyze, and report service desk performance metrics; identify trends and improvement opportunities.
• Prepare routine performance and ITSM reports for the Director of IT and CIO.
• Maintain and configure ITSM workflows, categories, routing rules, and escalation processes.
• Oversee preventative maintenance schedules and ensure timely notifications and documentation.
• Review and approve technician checklists, logs, and records for accuracy and adherence to standards.
• Document installations, configurations, and technical procedures.
• Develop training materials and cross-train technicians to ensure consistent service across both organizations.
• Identify process efficiencies and recommend cost saving measures.
• Provide Level 1 support to IT Administrators and assist with operational and project based needs.
• Serve as backup to IT Technicians as needed.
• Maintain reliable attendance and adhere to scheduling requirements for both entities.
• Perform special assignments or additional duties as directed.

Supervisory Responsibilities

• Participate in hiring, onboarding, scheduling, and workload planning for IT Technicians.
• Train, mentor, and coach staff in systems, standards, and procedures.
• Assist with and conduct performance evaluations.
• Administer corrective action in accordance with company policy.
• Promote a positive, collaborative, and high performing work environment.
• Ensure compliance with safety, security, and organizational policies.

Education / Qualifications

• Must be at least 21 years of age.
• High school diploma or GED required; Associate degree or higher in Information Technology preferred.
• Minimum five (5) years of technology support experience.
• ITIL Foundation certification preferred.
• Any combination of education, training, and experience that provides required skills and abilities will be considered.
• Must provide proof of eligibility to work in the United States.

Certificates, licenses and registration

• Ability to obtain and maintain a valid Soboba Tribal Gaming Commission license.
• Required to submit to and obtain negative results on all drug and/or alcohol testing.
• Valid California driver's license and clean driving record required (no major violations in past 3 years; fewer than 3 minor violations in past year preferred).

Soboba Casino Resort Benefits

Full-time team members are eligible to participate in a variety of group health and wellness benefits upon timely submission of appropriate enrollment forms. Coverage effective dates vary by plan and additional information will be provided to you during New Hire Orientation. Benefit offerings may change from time-to-time, but presently, Soboba Casino resort offers the following:

• 401k Plan
• Basic Life Insurance (employer paid) with the option to purchase Supplemental Life Insurance
• Medical available to employees at a significantly reduced cost. Dental & Vision paid for the employee.
• Employee Assistance Program
• Wellness Program (Annual Health Fair, Wellness Education, and Incentive Programs)
• Paid Time Off

Soboba Casino Resort Team Member Recognition including, but not limited to:

• Reward and Recognition Program (Quarterly, and Annually)
• Team member Incentives
• Discounted Team member meal

Salary Details

• Full-Time Position
• Salary Range $84,121.54 to $103,000 is dependent on candidate's experience, education, and skill set.

DISCLAIMER:

The information contained in this job description is intended to describe the general nature and level of work performed by Team Members within this classification. It is not intended to be an exhaustive list of all duties, responsibilities, qualifications, working conditions, or physical requirements associated with the position. Management reserves the right to modify, add, or remove duties and responsibilities as business needs dictate. The omission of specific statements regarding physical demands or work environment conditions does not exclude them from being required to perform the essential functions of the job.