IT Support Manager

IT Support Manager

Naskila Casino - Livingston, TX 77351

IT SUPPORT MANAGER

SALARY: Starting Salary $83,220.80/YR (DOE)

Must be flexible to work day / swing / overnight shifts including weekends and holidays

PURPOSE:

The IT Support Manager is responsible for the overall operation and performance of the IT support functions across Naskila Casino operations. This role leads the IT Support team to ensure the effective delivery of technical support services and the timely resolution of incidents and service requests. The IT Support Manager oversees ticket lifecycle management, establishes and monitors service performance standards, IT asset inventory control, and directs the resolution of complex and high-impact issues. This position will provide leadership in the planning and execution of support-related initiatives and supports compliance with applicable gaming regulatory requirements, ensuring alignment with established IT standards and organizational objectives.

SUPERVISORY SCOPE:

This position directly supervises:

IT Support Supervisor

IT Support Tech I

IT Support Tech II

Audio Visual Technician

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

• Manage IT support personnel directly, including scheduling, workload distribution, and staffing alignment to meet business and operational needs.
• Maintain accountability for IT asset inventory, ensuring accurate tracking, lifecycle management, and proper accountability measures for end-user devices and peripherals.
• Support the development and execution of support-related initiatives and operational improvements within the IT department.
• Collaborate with leadership to ensure support operations align with organizational goals, IT standards, and regulatory requirements.
• Monitor ticket metrics and service performance indicators; provide regular updates and insights to IT management.
• Collaborate with IT teams and business departments on support-related tasks, projects, and system upgrades.
• Promote a positive, customer-focused support environment for Team Members, Vendors, and Guests.
• Perform additional duties as assigned in support of IT operations and organizational objectives.

QUALIFICATIONS

REQUIREMENTS:

Education and Experience:

• High school diploma or equivalent required.
• Minimum of ten (10) years of experience supporting computer systems, hardware maintenance, and network troubleshooting.
• Minimum of five (5) years of experience supervising technical staff and coordinating help desk or IT support operations.
• A combination of education and experience may be considered in lieu of requirements.

Skills and Abilities:

• Excellent leadership and management skills.
• Ability to mentor Team Members to advance their IT knowledge.
• Ability to communicate clearly, both verbally and in writing.
• Understanding of departmental planning and budgets.

PREFERRED:

Education and Experience:

• Bachelor's degree in computer science, Information Technology, or a related field preferred.
• Industry-recognized certifications such as CompTIA Tech+, CompTIA A+, ITIL, or equivalent preferred.

REQUIRED TRAINING:

• New Team Member Orientation
• Team Member Policy Handbook
• Department Policy Handbook
• Guest Service Standards
• Any position related training deemed necessary by Department Manager

CONDITIONS OF EMPLOYMENT:

• Must possess sensitivity to the Native American culture.
• Must be a minimum of 18 years of age.
• Must be able to obtain and maintain a Gaming License.
• Must comply with all Naskila Casino Policies.
• Must successfully complete an Introductory Period.
• Must be able to communicate and interact with Guests, fellow Team Members, and Management in a professional and courteous manner.
• Must follow all Safety Rules and Regulations.
• Must adhere to Dress Code and Appearance Policies.
• Must maintain and wear uniform provided by Naskila Casino, if applicable.
• Practice good personal hygiene.
• Must be willing to work all shifts, weekends, and holidays as deemed necessary by the Department Director.
• Position requires on-site presence.

GUEST SERVICE EXPECTATIONS:

In support of our Brand Promise all Team Members will be expected to provide an Exceptional Entertainment Experience. Team Members will specifically:

• Delight Our Guests
• Pay Attention to Details
• Help Other Team Members Succeed