Help Desk Supervisor

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.

• Oversee, monitor, and supervise the IT Help Desk team.
• Plan, assign, and direct work of the Help Desk; schedule shift coverage; evaluate and document performance and recommend disciplinary action when necessary.
• Monitor 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.
• Lead 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.
• Establish processes for requesting, prioritizing, and documenting IT Helpdesk Team projects, break-fix activity, and inventory.
• Institute preventive maintenance routines and change control processes for IT Helpdesk systems to ensure optimal operation while minimizing business impact.
• Review staff work for accuracy and timely completion of assigned duties.
• Work with the IT Department to resolve issues outside the scope of the Helpdesk.
• Monitor Helpdesk systems utilization and make recommendations to ensure optimal operation.
• Review IT Helpdesk Team workflow and make recommendations to ensure adequate staffing to meet SASC business needs.
• Ensure compliance of processes, procedures, and staff with all applicable regulatory frameworks.
• As assigned, participate in the evaluation, selection, and implementation of systems as a project manager or project team member.
• Coordinate and communicate IT Helpdesk activities with the IT Manager.
• Perform other duties as assigned.

• 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.
• All employees are required to proficiently use a smartphone for company applications, email, and text.
• Must be able to obtain and maintain a Pueblo of Santa Ana Gaming and Regulatory Commission key gaming license.