Manager - Expo IT Services

Manager Expo IT Services

The primary responsibility of the Manager Expo IT Services is to oversee the convention center area of the infrastructure environment and to lead the team of engineers. The Manager Expo IT Services will recommend, implement, and maintain Venetian Expo infrastructure up to company standards while adhering to industry standards, best practices, as well as various regulatory compliance frameworks. The Manager Expo IT Services will also provide input on strategic initiatives and budget in the convention center area. Additional responsibilities include team mentoring, resolution of escalated operational issues, resource management on a wide array of operational projects, along with both planned and just in time show/event/convention configurations/support.

Essential Duties & Responsibilities

• Manage the prioritization and allocation of work across the Expo IT Services team.
• Ensure all Expo systems and equipment are configured and functioning properly in accordance with established Service Level Agreements (SLAs).
• Manage assigned staff to include hiring recommendations that encompass the company's diversity commitment; training; coaching; performance feedback, recommending and administering discipline, and scheduling.
• Provide expertise in areas of application/software/hardware fixes, tuning, performance monitoring, troubleshooting, deployment, support, and documentation of standards and procedures for the administration of maintenance in all supported environments.
• Manage queue of service requests to ensure timely response and effective support.
• Coordinate and collaborate on incidents, service requests, and changes with other engineering and operations resources including Network Support, Solution Analysts, Development, Datacenter Operations, Power Systems, Systems, and QA.
• Coordinate and work with technology VARs, manufacturers, and other third-party suppliers of goods and services to deploy and maintain technology services to Team Members and guests.
• Prioritize service requests and collaborate with various stakeholders and interested parties (Internal/external) on project-related activities.
• Assess level of effort (LOE) of in-scope work and projects and align Expo IT Services resources accordingly.

Additional Duties & Responsibilities

• Help manage delivery of minor projects to ensure they are on time and on budget.
• Implement effective strategies to improve Expo IT Services team member performance.
• Help to continuously build out knowledgebase of Expo IT Services troubleshooting resolutions.
• Analyze service requests and maintain performance metrics to identify areas for continuous improvement.
• Implement a strategy to execute improvement plans.
• Provide status reporting and results of continuous improvement efforts.
• Schedule resources to ensure 24x7 coverage of all critical Expo systems and applications.
• Align resources to specific platforms and/or applications based on subject matter expertise.
• Ensure cross-training on all critical Expo-related systems and applications.
• Develop metrics and strategic initiatives for the Expo area under the guidance of the Manager Network Support.
• Safety is an essential function of this job.
• Consistent and regular attendance is an essential function of this job.
• Perform other related duties as assigned.

Company Standards of Conduct

All The Venetian Resort Team Members are expected to always conduct and carry themselves in a professional manner. Team Members are required to observe the Company's standards, work requirements and rules of conduct.

Minimum Qualifications

• 21 years of age.
• Proof of authorization/eligibility to work in the United States.
• High school diploma required.
• Bachelor's degree preferred.
• Must be able to obtain and maintain a Nevada Gaming Control Board Registration and any other certification or license, as required by law or policy.
• 5+ years' experience with a variety of technology platforms (e.g., Routing, Switching, VPN, Load Balancing, Proxies and Firewalls, WLAN) is preferred.
• 3+ years' experience in similar team leader (or equivalent) role; management of service delivery and support application activities and resources preferred.
• 3+ years' experience with service desk tools and workflow processes.
• 3+ years' experience with problem and resolution management and other service delivery and support methodologies.
• Strong understanding of ITIL change management processes.
• Experience with convention and hospitality applications knowledge is preferred.
• Leadership of cross-functional teams.
• Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of different backgrounds and levels of experience.
• Must be able to work varied shifts, including nights, weekends, and holidays.

Physical Requirements

Must be able to:

• Lift or carry 20 pounds, unassisted, in the performance of specific tasks, as assigned.
• Physically access all areas of the property and drive areas with or without a reasonable accommodation.
• Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts.
• Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts.
• Ability for prolonged periods of time to walk, stand, stretch, bend, and kneel.
• Work in a fast-paced and busy environment.
• Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, dust, and cigarette smoke.