About the role

Overview

Full-Time | ON-SITE | Leads All 3 Shifts |

Lead the Team that keeps Resorts Casino Hotel connected
Are you an experienced IT support professional who enjoys leading people as much as solving problems? Do you want to build a team that keeps a busy, 24/7 resort running smoothly?
Resorts Casino Hotel is seeking a hands-on IT Support Services Supervisor to lead our team of IT Support Services Technicians across all three shifts in Atlantic City, NJ.
Located on the Atlantic City oceanfront, Resorts is a place where hospitality, entertainment, and regulated gaming come together, and where technology supports nearly everything our guests and employees do.
This is a 100% on-site position for a leader who is comfortable being on the floor with the team, coaching technicians, resolving escalated issues, and delivering outstanding service in a fast-paced, around-the-clock environment.

Responsibilities

You will supervise and develop the technicians who support our 24 x 7 Service Desk and provide on-site and remote technical support across the property, while keeping our systems and devices reliable and our customers well served.
Supervise, schedule, coach, and evaluate IT Support Services Technicians (Tech I, II, and III) across all three shifts, ensuring consistent coverage and smooth shift-to-shift handoffs.
Participate in recruiting, interviewing, onboarding, training, and cross-training of technicians, and help grow their technical skills.
Provide immediate, direct support to technicians, including after hours when needed.
Promote the highest caliber of customer service to Resorts employees and guests; proactively pursue service issues and resolve them quickly.
Establish, track, and report against customer service levels, and keep users informed on the status of their requests.
Help maintain and report on the Help Desk, monitoring the ticket queue and escalating issues as appropriate.
Act as a key contact for on-site and remote user problems and inquiries and communicate proactively about system availability and scheduling.
Participate in and/or lead the weekly service review team meetings and deliver status updates to IT management and department leaders.
Help ensure the reliability and availability of company computer systems, with minimal disruption to business operations.
Ensure operating procedures are clearly defined, and technicians are trained to minimize downtime and recover quickly when it occurs.
Oversee endpoint device management, including PCs, printers, networked devices, telephones, radios, and mobile phones: inventory, protect, upgrade, repair, and retire.
Manage the hardware inventory rooms so replacement parts and supplies are organized, stocked, and easy to find.
Help keep hardware and software at current release levels and support preventive maintenance.
Protect computer equipment and company records by following established safety, security, and emergency procedures.
Research new hardware, software, and emerging technologies that improve efficiency.
Participate in departmental projects, up to and including leading them with internal and external resources.
Create and maintain process and procedure documentation and make sure the whole IT team can access it.
Other: Perform other duties as assigned.

Qualifications

Minimum of 6 years of IT experience, including at least 3 years in an IT service desk, IT operations, or field technician customer service role for a large enterprise.
Demonstrated experience supervising or leading technical support staff.
Hands-on experience with help desk (ticketing) and remote-control software.
Excellent analytical, problem-solving, critical thinking, and decision-making skills.
Strong interpersonal skills and the ability to communicate clearly, both orally and in writing.
Strong project management skills and the ability to manage multiple assignments under time constraints.
Ability to work holidays, weekends, and flexible shifts or unusual hours as needed.
Valid driver’s license and reliable transportation to be on-site.
Ability to obtain and maintain a New Jersey Casino Employee Registration.
Must be legally authorized to work in the United States. Resorts does not sponsor employment visas now or in the future.

Preferred

Four-year degree in Computer Science or a related field (equivalent business experience considered).
Experience leading a multi-shift team in a 24/7 environment.
Experience in a casino, gaming, hospitality, hotel, or other mission-critical environment.
Relevant IT service management or technical certifications.

Pay Rate

$60,000-$80,000

Essential Functions

** All applicants must be able to perform the essential functions of this position, with or without reasonable accommodations.

ESSENTIAL PHYSICAL FUNCTIONS

(O) Standing
(F) Walking
(F) Sitting
(O) Kneeling
(N) Running
(O) Lifting Max Weight: 100 lbs
(N) Pushing Max Weight: N/A
(N) Pulling Max Weight: N/A
(N) Carrying Max Weight: N/A
(O) Bending
(O) Stooping
(O) Climbing Stairs
(N) Climbing Ladders Max Height: N/A
(N) Working at a Height Level Above The Floor Max Height: N/A
(N) Finger Dexterity
(F) Full Use of Both Hands
(N) Crawling
(N) Balancing
(N) Throwing
(N) Twisting
(O) Reaching Max Height: 3’
(N) Driving
(N) Working On or With Moving Machinery
(N) Working at Rapid Work Speed
(O) Working in Isolation
(C) Working Around People
(C) Hearing Conversation
(N) Hearing High Acuity
(C) Speaking Clearly
(C) Seeing Near
(O) Seeing Far
(N) Seeing – Depth Perception
(N) Seeing – Color Vision

ESSENTIAL MENTAL FUNCTIONS

(F) Writing English
(F) Reading English
(C) Speaking English
(F) Working under Pressure/Stress
(O) Speaking With Guests/Customers
(F) Speaking With Employees
(F) Working with Basic Math Skills
(F) Making Decisions Based On Facts
(F) Making Decisions Based On Data
(O) Making Decisions Based On Personal Judgment
(F) Making Accurate Measurements According To Set Standards
(F) Planning and/or Supervising the Activities of Others

ESSENTIAL INTERACTIVE FUNCTIONS

(O) Working under Close Supervision
(F) Working under Minimal Supervision
(F) Working and Interacting With Management in a Professional and Courteous Manner
(F) Working and Interacting With Co-Workers in a Professional and Courteous Manner
(O) Working and Interacting With Guests in a Professional and Courteous Manner

ESSENTIAL ENVIRONMENT FUNCTIONS

(C) Working Inside
(N) Working Outside
(F) Working in a Fast Paced Environment
(N) Exposed To Chemicals
(O) Exposed To Dust, Fumes, Gases
(O) Exposed To Smoke
(N) Exposed To Excessive Noise
(O) Working in Dimly Lit Areas
(N) Working in Sudden Marked Changes of Temperature and Humidity

KEY

Not Applicable (N)

Occasional (O) Under 2 hours

Frequent (F) 2 hours to 5 hours
Constant (C) more than 5 hours
REVISION DATE(S): 11/18/2022; 09/28/2026

IT SUPPORT SERVICES SUPERVISOR