Manager, IT Support Services in Las Vegas, NV at Scientific Games

Date Posted: 4/11/2018

Job Snapshot

Job Description



The Manager of IT Support will be responsible for the day-to-day delivery and support of the  IT Support Services team of Scientific Game's (SG) Incident, Problem, Asset Management and other relevant ITIL processes company wide.  To be successful in this role, you will effectively set vision and direction for maturing Scientific Game's on-going customer facing support.  You will be leading a team of Tier 1 Service Desk) and Tier 2 (Support Services) personnel.  

Essential Job Functions:
• Provide direction to a team of support technicians (Tier 1 – Service Desk and Tier 2 – Support Services) responsible for team performance, service management and environment stability/availability. This includes providing direction to ensure follow-through on incidents and problems and shifting of priorities and escalation of issues to management.
• Establish and adhere to strong ITSM practices and insure they are utilized consistently throughout the enterprise.
• Align Problem Management resources on driving the root cause of SG's most impactful problems out of our environment
• Increase the speed and agility of change in our environment while ensuring incidents caused by change are minimized by continuously evaluating potential risk and historical success
• Evolve our process capabilities and adoption through data driven decisions
• Ensure resources are focused on top priorities across all initiatives
• Effectively communicate and represent team successes and opportunities to Senior Leadership
• Operate within a fast pace and dynamic environment consistent within a growing global company
• Responsible for mentorship, evaluations, conflict resolution and recognition of the staff to maintain highly motivated and engaged employees
• Provide a direct communications interface for the business units and other technical supporting areas regarding all IT Service Management related issues and concerns. This responsibility includes attending various meetings on behalf of the IT organization
• Successfully communicate to all levels of management, internal and external customers, and other IT groups to assess and determine ongoing needs and requirements regarding process improvements, technology review, issues, and deployment
• Manage the on-going relationship, from a support perspective, with all service providers, software vendors, and support vendors
• Ensure that teams adhere to all ITSM processes including problem determination procedures, troubleshooting processes, ticket creation, timely and detailed ticket updates, escalation and notification processes and closure within the specific resolution.
• Participate in the financial aspects of the IT Service Management organization, including budget creation, monthly performance analysis, and detailed monthly reporting as well as ad-hoc reporting.

Job Requirements



Qualifications:

Education:  
Bachelor of Science in Computer Information Systems or related field. Suitable work experience will be considered.

Required Experience:
• Minimum of 5 to 7 years of experience in Help desk and support
• ITIL Knowledge and Certification a plus
• Minimum 3-5 years in a management position with experience managing technology, staff.

Knowledge, Skills, & Abilities:  
• Ability to successfully manage a group of computer technicians
• 5+ years enterprise (8000+ users) experience with Microsoft Windows Clients
• Basic knowledge of Active Directory and Group Policy
• Knowledge of Windows networking including DHCP, DNS, WINS
• Knowledge of hardware component repair (desktop, notebook, printer)
• Knowledge of the major client software packages (MS Office, Oracle, Adobe, etc.)
• Knowledge using SCCM (System Center Configuration Management 2012)
• Strong customer service and excellent communication skills along with the ability to mentor others in a team environment
• Strong analytical skills with demonstrated problem solving ability
• Self-starter with the ability to independently resolve problems
• Ability to perform effectively in a fast paced environment with short timelines
• Customer-centric and Service minded.
• Ability to interact with all levels of users (end-users/executives).
• Ability to work effectively independently and in a team-oriented environment.
• Occasional travel may be required.

Physical Requirements:
Must be able to lift objects weighing at least 50 lbs.

Work Conditions:   May require weekend and evening hours.  May require domestic and international travel.

Scientific Games Corporation and its affiliates (collectively, “SG”) are engaged in highly regulated gaming and lottery businesses.   As a result, certain SG employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts.   In order to ensure SG complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, SG requires all of its employees to meet those requirements that are necessary to fulfill their individual roles.  As a prerequisite to employment with SG (to the extent permitted by law), you shall be asked to consent to SG conducting a due diligence/background investigation on you.
This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.  
SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, ethnicity, gender, sexual orientation, veteran status, or on the basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here: EEOC Poster.

SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, ethnicity, gender, sexual orientation, veteran status, or on the basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here EEOC Poster.