IT Help Desk Supervisor

IT Helpdesk Supervisor

Starting Wage: $28.50/hr

At Angel of the Winds, the World’s Friendliest, Casino Resort we require all employees to provide exceptional guest service with a positive and out-going attitude. We value all guests and team members through our guiding values; Welcoming, Engaged, Accountable, Customer Experience, and Team. We have a commitment to understand, define, and deliver what our guests want and represent our company by being professional and courteous to all.

Responsibilities

• Supervise daily operations of the IT Helpdesk, schedule shift coverage, evaluate and document performance.
• Develop and a comprehensive training program to enhance technical skills, customer service, and operational excellence across the team.
• Set clear expectations, recognize achievements, and address performance concerns constructively when necessary.
• Oversee IT Service Desk support, ensuring courteous, timely, and effective incident resolution.
• Monitor and analyze helpdesk performance metrics to ensure SLA compliance, proactively identify trends, and devise solutions to improve service delivery.
• Design and maintain workflows, tiered escalation procedures, and operational processes to optimize efficiency and customer satisfaction.
• Address and resolve escalated tickets, serving as the primary escalation point for complex technical and service issues.
• Track and manage IT assets throughout their lifecycle, ensure accurate records, proper deployment, and decommissioning of equipment.
• Collaborate with IT leadership to contribute to department-wide initiatives such as change management, incident management, and problem management.
• Support IT leaders in creating and maintaining Service Catalogue definitions and improving operational processes.
• Develop knowledgebase articles, help sheets, FAQs, and other training materials to enhance end-user support and internal team knowledge.
• Promote a culture of continuous learning and improvement, aligning training efforts with emerging technologies and organizational needs.
• Gather and analyze customer feedback to assess helpdesk performance, presenting findings and recommendations to IT leadership.
• Foster a positive work environment that prioritizes service quality and customer satisfaction.
• Performs other duties as assigned.

Qualifications

• Exceptional guest service skills required.
• AA/AS degree in computer related field or two years relevant experience; or the combination of education and experience that enables performance of all aspects of the position.
• Requires experience troubleshooting software, hardware and accessory equipment
• Requires sufficient analytical skills to assess problems and develop solutions.
• Prefer a working understanding of the casino and individual department operations, goals and objectives relating to Computer & Communications Services.
• Requires knowledge of PC hardware components and basic copper data cabling.
• Requires the ability to independently perform all of the duties of the position efficiently and effectively, while leading and assisting Help Desk I technicians.
• Must be able to install, configure, troubleshoot and maintain all of the software applications and peripheral equipment used at the casino.
• Must have strong communication and training skills and be able to communicate technical information to non-technical users.

Certificates, Licenses, Regulations

• Must be able to obtain and maintain a Class A/III gaming license from the Stillaguamish Tribal Gaming Agency and Washington State.

Physical Demands and Work Environment

Constantly requires the ability to receive detailed information through oral and written communication. The position requires exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. Requires repetitive movement daily with sedentary work, occasional bending and crouching. There are no adverse conditions, but employee is exposed to tobacco smoke on a regular basis. This is a 24 hour, 7 days a week work operation.