Information Technology Service Desk Manager in Las Vegas, NV at Wynn Careers

Date Posted: 8/27/2019

Job Snapshot

Job Description

The IT Service Desk team is a 24x7 support organization within the Information Technology department. This support group is staffed with 2 Supervisors, Level 1 (IT Helpdesk Specialist) and Level 2 (Network Operations Center Specialist) support staff responsible for providing 5 Star Service to our business units.

Job Description

The IT Service Desk Manager role is responsible for managing all Supervisors, Level 1 and Level 2 support staff.  The role acts as the owner of the Incident Management, Major Incident, Request Catalog, Knowledge Base and Problem modules to ensure quality and service availability.  Further the role provides oversight and management of day-to-day support activities for the IT Service Desk. 

Responsibilities

• Oversight of requests, incidents, major incident, knowledgebase and problem modules in ServiceNow. 
• Manage, maintain and coordinate all critical/major incidents including but not limited to communication activities (pager duty, executive summary etc.).  
• Act as escalation point for all requests and incidents. 
• Develop, maintain and train on processes such as:
• phone/ticket escalation 
• Call & Ticket handling dash boards and review process 
• Call handling etiquette 
• SLA review and improvements as needed 
• Root cause analysis for Problem Tickets
• Continuously evaluate/refine Service Desk procedure development and implementation balancing industry best practices with corporate culture.
• Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. 
• Oversee staff activities. Builds/obtains (from other departments) training material for support staff.
• Schedule employees working times and provide backup support. Interact with internal and external vendors as needed.
• Build, maintain, measure, report, and improve on all Service Desk performance metrics.  
• Drive making Service Desk the single source service delivery channel for IT. 
• Oversee Solutions repository and ensure top quality solutions are available to the staff.
• Develops an effective and workable framework for managing and improving customer IT support in the organization. 
• Review ServiceNow survey feedback to improve services, tools and support experience. 
• Follow and adhere to internal IT Policy and Procedures as appropriate.
• Perform other management assigned tasks as required

Job Requirements

Skills and Knowledge

• Minimum of 8 years in Information Technology (IT) operations and/or Service Desk management.
• Hands on experience with fast paced, technical environment.
• Excellent customer service skills are required.
• Familiarity with ServiceNow.
• Expert knowledge of current technologies and hardware capabilities of personal computers, local area networks, and wide area networks.
• Knowledge of internal IT audit and SOX procedures and processes are preferred.    
• Excellent verbal and written communication with all levels of the enterprise is essential.

Requirements:

• Appropriate educational background in relevant subject matter
• Minimum 3 years of supervisor role with IT individuals
• Experience in gaming, hospitality and retail systems is desirable.

Hiring Considerations

• Candidates may be required to work different days/hours as necessary and be flexible around the needs of the business