Supervisor, IT Operations

Supervisor, Operations - IT

Under the direction of the Senior Manager, Operations Information Technology (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, and IT Audio Visual Technicians that provide best-in-class service.

Essential Duties And Responsibilities

1. Leads the technical teams while maintaining alignment with operational support department directives and service level agreements.

2. Manages day-to-day operational support activities and resources to ensure the needs of the business are exceeded.

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. Assists in the preparation of short-term and long-term tactical goals 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. Make recommendations regarding software upgrades and equipment; respond to user requests for assistance.

9. Creates and maintains various high-quality, presentable reports to leadership.

10. Performs other duties as assigned to support the efficient operation of the department.

Supervisory Responsibilities

Carries 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 is required.

Minimum three (3) years of experience as a hands-on IT Service Desk Tech or IT Field Support Operations Tech is required.

Minimum two (2) years of experience in a team lead or supervisory role is preferred.

Related, relevant, and / or direct experience may be considered in lieu of minimum educational requirements indicated above.

Knowledge, Skills And Abilities

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 VMware, Active Directory, Networking, and Gaming Applications is preferred.

Experience in the Casino and / or Gaming industry is preferred.

Ability to coach, mentor, motivate, and lead team members by example.

Required 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.

Select One of the Following :

• 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.
• Driving Responsibilities : Role requires regular commuting between locations. A valid driver's license and vehicle insurance with minimum liability limits is required. Role will not operate or drive Tribe-owned vehicles or patron vehicles.
• No Driving Responsibilities : Role does not require a driver's license or insurance.

Professional certifications such as ITIL Foundation, A+, Network+, Security+, and Microsoft Certified Professional (MCP) / Microsoft Certified Systems Administrator (MCSA) are preferred.

Reasonable accommodation will be made in compliance with all applicable law.

As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!