Position Overview
The primary responsibility of the Director - End User Services (EUS) is to lead and manage the IT end user services teams on a day-to-day basis, covering the spectrum of user support and project delivery to a large community of users.
All duties are to be performed in accordance with departmental and The Venetian Resort's policies, practices, and procedures.
Essential Duties & Responsibilities
- Manage queue of EUS service requests to ensure timely response and effective support.
- Manage the prioritization and allocation of work across the team, ensuring all systems supporting end users are available to the user community and function at the expected service levels and providing a high-level of customer service to our business partners.
- Provide expertise and leadership for Technicians and Service Desk TM's in areas of hardware, software, performance monitoring, troubleshooting, deployment, support, and documentation of standards and procedures for the administration and maintenance of all supported environments.
- Coordinate and collaborate on IT incidents and service requests with other resources as necessary which may include Solution Analysts, Development, iSeries, QA, infrastructure or other areas.
- Coordinate service request activities that require multiple providers including third party vendors, contractors, client business units, and any support personnel that require parallel or serial actions.
- Escalate service requests to appropriate resource or vendor. Follow up to ensure timely response.
- Prioritize IT service requests, collaborate with business contacts or other internal IT resources to negotiate and prioritize projects, and manage EUS resources to exceed expectations on project and support delivery.
- Manage delivery of EUS projects to ensure they are on time and on budget.
- Ensure provisioning of access and applications is performed to Standard Operating Procedures.
- Participate in audits across multiple business areas to include system access, PCI and other areas and ensure remediation of any audit findings as required.
- Provide onboarding and ongoing training for EUS support team members. Implement effective strategies to improve performance.
- Continuously build out knowledge base of EUS support troubleshooting resolutions and information to support intelligent decisions, self-learning, and reasoning and explanations for corrective actions taken.
- Analyze service requests and maintain performance metrics to identify areas for continuous improvement. Implement a strategy to execute the improvement plan. Provide status reporting and results of continuous improvement efforts.
- Participate in Crisis Management, continuous improvement, knowledge management and other key processes.
- Schedule resources to ensure 24x7 coverage of all critical IT systems. Align EUS resources to specific platforms/subject matter expertise. Ensure cross-training of critical systems and services.
- Conduct performance reviews and development plans as defined by The Venetian | The Palazzo policy.
- Ensure maintenance and accuracy of documentation related to EUS. This includes Service Desk and NOC procedures, SOP's, etc.
- Serve as Escalation Manager when required and be comfortable assembling and leading a cross-functional team through resolution and drive effective root cause analysis to prevent future issues.
- Deliver full lifecycle management of EUS technologies based on IT standards and industry best practices.
- Implement and maintain Event & Alert Management processes to monitor, alert and take appropriate action as necessary.
- Ensure problem management processes are performed to address reoccurring issues, prevent future issues and include post incident review and root cause identification.
- Ensure assets are put into service, tracked and removed from service per best practice, following necessary financial/accounting processes.
- Safety is an essential function of this job.
- Consistent and regular attendance is an essential function of this job.
- Performs other related duties as assigned.
Additional Duties & Responsibilities
Company Standards of Conduct
All The Venetian Resort Team Members are expected to conduct and carry themselves in a professional manner at all times. Team Members are required to observe the Company's standards, work requirements and rules of conduct.
Additional Duties & Responsibilities
Additional Duties & Responsibilities
Minimum Qualifications
- 21 years of age.
- Proof of authorization/eligibility to work in the United States.
- Bachelor's degree or equivalent work experience in relevant discipline.
- Must be able to obtain and maintain Nevada Gaming License and any other certification or license, as required by law or policy.
- 5+ years' experience in similar manager (or equivalent) role; management of service delivery and support application activities and resources preferred.
- 4+ years' experience in ITIL Service Delivery and Support, preferably with a formal ITIL qualification or certification.
- 5+ years' experience in hands-on End User Services areas which may include Service Desk, Desktop Support, Identity Access Management, Network Operations Center or other technical support within a large 24x7 enterprise is preferred.
- 5+ years' experience with service desk tools and workflow processes.
- 3+ years' experience with problem and resolution management and other service delivery and support methodologies.
- Experience with casino and hospitality business and systems is preferred.
- Proven ability to develop innovative solutions to pressing business issues.
- Demonstrated experience providing IT Services including Service Desk, Desk Side Support, System Monitoring and Response.
- Working knowledge of ITIL processes, incident management, problem management, ServiceNow Administration, Customer Service.
- Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of different backgrounds and levels of experience.
- Must be able to work varied shifts, including nights, weekends and holidays.
Physical Requirements
Must be able to
- Lift or carry 50 pounds, unassisted, in the performance of specific tasks, as assigned.
- Physically access all areas of the property and drive areas with or without a reasonable accommodation.
- Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts.
- Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts.
- Ability for prolonged periods of time to walk, stand, stretch, bend and kneel.
- Work in a fast-paced and busy environment.
- Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, dust, and cigarette smoke.