Help Desk Supervisor

1 day ago


Albuquerque, New Mexico, United States Santa Ana Star Casino Full time
Job Summary:

Under the general direction of the Director of Information Technology and the IT Manager, the Help Desk Supervisor leads the IT Helpdesk Team in day-to-day support, configuration, and maintenance of enterprise applications, databases, smartphones, and PC desktop systems.

Key Responsibilities:
  • Oversees, monitors, and supervises the IT Help Desk team.
  • Plans, assigns, and directs work of the Help Desk; schedules shift coverage; evaluates and documents performance and recommends disciplinary action when necessary.
  • Monitors team member performance, including providing and supervising team members' personal and professional development, providing mentorship, preparing and conducting evaluations, and delivering recognition and rewards as needed to maximize productivity.
  • Leads by example, modeling SASC values and supporting the culture by treating all employees fairly and applying policies and procedures consistently and in a timely manner.
  • Establishes processes for requesting, prioritizing, and documenting IT Helpdesk Team projects, break-fix activity, and inventory.
  • Institutes preventive maintenance routines and change control processes for IT Helpdesk systems to ensure optimal operation while minimizing business impact.
  • Reviews staff work for accuracy and timely completion of assigned duties.
  • Works with the IT Department to resolve issues outside the scope of the Helpdesk.
  • Monitors Helpdesk systems utilization and makes recommendations to ensure optimal operation.
  • Reviews IT Helpdesk Team workflow and makes recommendations to ensure adequate staffing to meet SASC business needs.
  • Ensures compliance of processes, procedures, and staff with all applicable regulatory frameworks.
  • As assigned, participates in the evaluation, selection, and implementation of systems as a project manager or project team member.
  • Coordinates and communicates IT Helpdesk activities with the IT Manager.
Requirements:
  • Prefers qualified Santa Ana Tribal Members.
  • Associate Degree in Information Technology or a related field, or an equivalent mix of training, certification, education, and experience required.
  • Four (4) years of helpdesk administration experience in an enterprise environment preferred.
  • Prior experience in a casino IT environment preferred.
  • Two (2) years' experience supervising frontline technical support staff preferred.
  • A smartphone capable of running company applications and communication systems is required.
  • Must be able to obtain and maintain a Pueblo of Santa Ana Gaming and Regulatory Commission key gaming license.


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