Manager - IT Operations

Manager - IT Operations

Wynn Las Vegas' IT Service Desk team is a 24x7 support organization within the Information Technology department. This support group is staffed with Level 1 (IT Helpdesk Specialist) support staff responsible for providing 5 Star Service to our business units.

The IT Service Desk Manager role is responsible for managing all Level 1 support staff. The role acts as the owner of the Incident Management, Major Incident, Request Catalog, Knowledge Base and Problem modules to ensure quality and service availability. Further the role provides oversight and management of day-to-day support activities for the IT Service Desk.

Key Job Responsibilities

• Oversight of requests, incidents, major incident, knowledgebase and problem modules in ServiceNow.
• Manage, maintain and coordinate all critical/major incidents including but not limited to communication activities (pager duty, executive summary etc.).
• Act as escalation point for all requests and incidents.
• Develop, maintain and train on processes such as:
• phone/ticket escalation
• Call & Ticket handling dashboards and review process
• Call handling etiquette
• SLA review and improvements as needed
• Root cause analysis for Problem Tickets
• Continuously evaluate/refine Service Desk procedure development and implementation balancing industry best practices with corporate culture.
• Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development.
• Oversee staff activities. Builds/obtains (from other departments) training material for support staff.
• Schedule employees working times and provide backup support. Interact with internal and external vendors as needed.
• Build, maintain, measure, report, and improve on all Service Desk performance metrics.
• Drive making Service Desk the single source service delivery channel for IT.
• Oversee Solutions repository and ensure top quality solutions are available to the staff.
• Develops an effective and workable framework for managing and improving customer IT support in the organization.
• Review ServiceNow survey feedback to improve services, tools and support experience.
• Follow and adhere to internal IT Policy and Procedures as appropriate.
• Perform other management assigned tasks as required.

Qualifications

• Requires appropriate educational background in relevant subject matter
• At least a minimum of eight (8) years of in Information Technology (IT) operations and/or Service Desk management
• A minimum of three (3) years of supervisor role within an IT role
• Expert knowledge of current technologies and hardware capabilities of personal computers, local area networks, and wide area networks
• Experience in gaming, hospitality and retail systems is highly desirable
• Hands on experience with fast paced, technical environment
• Excellent customer service skills are required
• Familiarity with ServiceNow is acceptable, knowledge of ServiceNow is ideal
• Knowledge of internal IT audit and SOX procedures and processes are strongly preferred
• Excellent verbal and written communication with all levels of the enterprise is essential
• Candidates may be required to work different days/hours as necessary and be flexible around the needs of the business

Additional Information

Wynn Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Wynn Resorts does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.