Under the direction of the Manager Operations - IT, the Supervisor, Operations - IT, ensures the execution of various operational strategies by communicating and implementing department objectives. Additionally, this position is responsible for leading a team of Field Support Analysts, that provide best-in-class service.
ESSENTIAL DUTIES AND RESPONSIBILITIES1. Provides leadership to technical teams ensuring alignment with operational support directives and defined service level agreements.
2. Oversees daily operational support functions and resource allocation to consistently meet and exceed business expectations.
3. Collaborates with other department leaders to define, prioritize, and complete various projects and support needs.
4. Creates repeatable processes to meet the needs of a fast-paced organization and establish best-in-class standards.
5. Contributes in the development of short-term and long-term tactical plans to meet operational needs.
6. Monitors and evaluates existing systems and equipment; initiates change in processes to maximize efficiency.
7. Ensures asset management responsibilities are followed by all operational resources.
8. Reviews and analyzes client needs, providing recommendations for system enhancements, upgrades and user support solutions.
9. Prepares and maintains high-quality, executive level reports for leadership review.
10. Performs other duties as assigned to support the efficient operation of the department.
SUPERVISORYRESPONSIBILITIESCarries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning reviewing and directing work; evaluating and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Makes hiring decisions and designs individual development plans with succession planning in mind for all key roles.
EDUCATION, EXPERIENCE AND QUALIFICATIONS- Associate's degree in Information Technology or related field, required.
- Minimum three (3) years of experience as a hands-on IT Service Desk Tech or related field, required.
- Minimum two (2) years of experience in a team lead or supervisory role, preferred.
- Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.
KNOWLEDGE, SKILLS AND ABILITIES (KSA)- Demonstrated experience in analyzing, creating, and disseminating various operational metrics.
- Intermediate proficiency in Adobe Acrobat, and Microsoft Office Suite (Visio, Word, Excel, PowerPoint, and Outlook) is required.
- Must have strong verbal and written communication skills that allow a non-technical end user and/or senior executive to understand the message presented.
- Proven ability to create a positive and professional business relationship with internal and external clients as well as third-party service/product providers.
- Must have experience demonstrating the utmost discretion and confidentiality in handling private information.
- Intermediate proficiency with virtulization softwareActive Directory andNetworking, is preferred.
- Experience in Casino and/or gaming/hospitality industry is preferred.
- Ability to coach, mentor, motivate, and lead team members by example.
LICENSES, CERTIFICATIONS AND REGISTRATIONS- At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
- Professional certifications such as ITIL Foundation, A+, Network+, Security+, and Microsoft Certified Professional (MCP)/Microsoft Certified Systems Administrator (MCSA) are preferred.
- As a condition of employment and shift rotations, candidates and incumbents may be required to pass pre- and post-employment screening including Live-Scan, background, drug testing, and tuberculosis (TB) testing.
- Authorized Driver: Role requires operation or driving of Tribe-owned vehicles or driving patron vehicles. A valid driver's license with an acceptable driving record as determined by the insurance carrier is required.
PHYSICAL REQUIREMENTS/ WORKING CONDITIONS - ENVIRONMENTThe physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.
- Primary work environment is in a climate-controlled office setting.
- Work requires travel to attend meetings, trade shows, offsite events and conferences.
- Incumbents may be required to work evening, weekend and holiday shifts.
- Must be able to work in a fast-paced, high-demand environment.
- Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.
- Sedentary work: involves sitting most of the time. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
- Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
- Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.
- Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.
- Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.
- Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.
- Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.
- The employee may be exposed to fumes or airborne particles including secondhand smoke.
Reasonable accommodation will be made in compliance with all applicable law.
