Information Technology - IT Support Manager

Starting Wage: $87,904.14 annual salary

The IT Support Manager oversees daily Service Desk operations to ensure timely, high-quality technical support for all team members, while leading the team in delivering strong customer service and maintaining clear communication across departments to support business continuity. Reporting to the Director of MIS, this role bridges business needs with technical delivery by optimizing support processes, mentoring staff, and coordinating with infrastructure, networking, and application teams to ensure effective escalation and resolution of technology issues.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Supervises service desk staff, including scheduling, performance reviews, training, and professional development.
• Fosters a positive, collaborative work culture that emphasizes accountability, communication, and service excellence.
• Mentors and coaches team members to build technical depth and customer service skills.
• Manages full cycle Service Desk operations, including incident tracking, prioritization, and escalation.
• Establishes and monitors Service Level Agreements (SLAs) to ensure timely response and resolution.
• Reviews performance metrics and trends to identify opportunities for process improvement.
• Partners with other IT teams to ensure consistent escalation and resolution of network, server, and application-related issues.
• Implements and maintains ITIL-based processes for incident, request, and problem management.
• Maintains asset and software license inventories, ensuring all systems are properly documented and compliant.
• Generates and presents reports on ticket trends, team performance, and customer satisfaction metrics.
• Assists the Director of MIS in policy enforcement, procedural updates, and process improvement initiatives.
• Ensures adherence to PCI DSS and NIST cybersecurity standards as they apply to end-user systems and service operations.
• Provides advanced troubleshooting assistance for escalated incidents as needed.
• Coordinates with Infrastructure and Network teams for system changes, upgrades, and maintenance windows.
• Supports the deployment and maintenance of workstation software, security tools, and endpoint configurations.
• Maintains vendor relationships for service desk tools, hardware procurement, and warranty claims.
• Assists in onboarding/offboarding processes for user accounts and permissions management.
• Participates in IT planning meetings and contribute to annual budgeting and project discussions.
• Cross-trains with technical leads to ensure operational coverage.
• Tracks and maintains physical inventory of technological assets company-wide.
• Other duties as directed by management.

WORK ENVIRONMENT

While performing the duties of this job, Team Members may be exposed to secondhand tobacco smoke, including regular exposure for those working on the casino floor. The noise level in the work environment is usually moderate and can occasionally reach a high level for short periods of time.

EXPERIENCE, EDUCATION AND ELIGIBILITY

• Minimum age requirement for this position is 21 years old.
• Must have a Bachelor's Degree in Computer Science and 3 years of experience in technical support or the equivalent combination of education and experience.
• Must have 2 years of experience in a supervisory role.
• A+, Network +, and Security + Certifications and experience utilizing ITIL processes required or ability to get within 180 days of hire.
• General knowledge and ability sufficient to step in for all level ticketing system incidents to analyze, troubleshoot, and resolve problems regarding hardware, software, servers, operating systems, and networking devices (switches, routers, firewalls).
• In-depth knowledge of Microsoft Office Suite (Word, Excel, Outlook, and PowerPoint).
• Comfort level using a wide range of diagnostic utilities.
• Experience managing or contributing to ITIL-based processes (Incident, Problem, Change Management).
• Understanding of Team Member users and vendors' connectivity needs and remote access tools.
• Must know EIA/TIA communication standards.
• Must have the ability to present ideas in user-friendly language to non-technical staff and end users.
• Ability to understand and comply with PCI DSS and NIST requirements.
• Ability to communicate clearly and effectively in English, verbally, in writing or by other acceptable means.
• Excellent interpersonal and communication skills with the ability to translate technical concepts into user-friendly language.
• Comply with pre-employment, random, and reasonable suspicion alcohol and drug testing.
• Receive and maintain a valid gaming license from the CTCLUSI Tribal Gaming Commission.
• Availability to work all shifts, including weekends and holidays, based on the needs of the department and for special casino events.

PHYSICAL REQUIREMENTS

• Must be able to sit, stand and/or walk for up to 8 hours.
• Must be able to carry, reach, twist, bend and squat frequently.
• Must regularly lift and /or move up to 60 pounds and occasionally lift and/or move up to 100 pounds with assistance as needed.

SERVICE COMMITMENTS - Exceptional Guest Service is key to the success of Three Rivers Casino Resort and each of our Team Members. We live our Service Commitments in all interactions with every guest and Team Member, starting with #1 "Be Kind. Always." Your commitment will help us meet our Purpose.

EVERY DAY, WE DELIVER UNCOMMONLY KIND EXPERIENCES THAT CONNECT PEOPLE TO THE COAST