Technology Help Desk Supervisor

Technology Help Desk Supervisor Rhythm City Casino Resort - 3.5 Davenport, IA Job Details 3 days ago Qualifications Project team coordination Employee onboarding Network troubleshooting Microsoft Excel Microsoft Outlook Operations management Incident management Management Information Systems Casino Customer service Associate's degree in computer science Mid-level Improving operational efficiency Performance management Team development Analysis skills Associate's degree in information technology Team management Computer hardware Hardware support Mentoring Associate's degree in management information systems Guest services 4 years Cross-functional collaboration Onboarding process management Associate's degree Communication skills Cross-functional communication Active Directory management Time management Information Technology Full Job Description Technology Help Desk Supervisor, is an integral member of the Technology team, actively supporting and providing supervisory attention to our Help Desk operations at Rhythm City Casino. Technology Help Desk Supervisor supports the mentoring of systems technicians and overseeing the successful adoption of ECR Help Desk strategies and procedures. Technology Help Desk Supervisor is expected to adhere to ethical standards of professional conduct and act in a manner consistent with the organization's code of business ethics including but not limited to maintaining confidentiality, excellence, integrity, respect, responsibility, and trustworthiness.

Essential Functions:

Supervise and participate in daily operations of the help desk team to guarantee efficient and effective customer support Manage T1/T2 incidents to ensure they are resolved in a timely manner Optimize support processes to boost efficiency and customer satisfaction Provide guidance and support to a team of support technicians Maintain a high level of customer satisfaction by ensuring all customer issues are resolved appropriately Utilize your knowledge of various technologies, Active Directory, and Computer Hardware to enhance our help desk operations Monitor the teams performance, provide feedback and coaching to improve their skill and performance. Collaborate with other teams and departments to improve customer support across the organization Stay updated with the latest trends and developments in the industry to ensure our help desk operations are in line with industry standards Support implementation of processes and/or procedures to improve overall efficiency and effectiveness of our help desk operations Works closely with cross-functional project teams. Strong organizational and time management skills. Strong analytical skills, strong computer skills, excellent written, verbal and presentation skills. Minimum of four years of experience help desk solutions. Ability to work independently, communication regular status to appropriate personnel, and follow through tasks and deliverables. Experience working with help desk functions including technology troubleshooting and personnel onboarding. Other duties as assigned.

Required:

An Associate's degree (A.A.), 4 years College or Technical Training at an accredited institution in the field of IT, MIS, Help Desk, System Administration, or other comparable technical degree or combination of education and experience. 5+ years' experience, specific hands on experience with computer hardware, software, and peripheral equipment. Troubleshooting expertise in complete Network, IPT, and Systems environments; familiar with multiple symptom scenarios. Knowledge of connectivity and cable types in a multi input, and output, system environment. Veteran of guest service environments; especially valuable: Hospitality environment and platforms Solid technical knowledge of day to day help desk operations. Monitors ticket stats to ensure quality and timely completion of tasks. Understands and studies organizational goals, strategies, practices, and manages help desk assignments to team member accordingly. Advanced knowledge and ability to use Microsoft Office Products, especially excel, word and outlook. Experience in the gaming industry a plus.