Service Desk Manager

Position Summary:

The Service Desk Manager is responsible for overseeing and managing the daily operations of service desk team. This role ensures the seamless operation of the smooth operation of IT systems, software, and hardware to support business operations and enhance customer experience. The Service Desk Manager will work closely with the Head of IT to implement IT strategies, manage projects, and lead the IT team.

Key Responsibilities:

• Manage the daily operations of the IT department, ensuring efficient and reliable IT services.

• Supervise the IT team, providing guidance, training, and performance management.

• Oversee the maintenance, security, and upgrade of network systems, including virtual and physical server hardware and software.

• Ensure the smooth operation of desktop computer hardware, peripherals, operating systems, productivity software, and anti-virus.

• Manage all casino, resort, or office-related software systems, including upgrades and departmental-specific software.

• Oversee website maintenance and security.

• Ensure compliance with IT/Gaming-related regulatory policies and procedures.

• Coordinate employee computer orientation and training programs.

• Manage telephone systems.

• Develop and manage annual objectives, operating budgets, and capital budgets for the IT department.

• Maintain an inventory of computer equipment and develop an annual replacement plan.

• Stay current on technological advances in the IT field and make recommendations to improve operations.

• Prioritize and manage IT projects, coordinating IT purchases for all departments.

• Work with external IT vendors, consultants, and engineers.

• Maintain and develop IT standards, policies, and procedures that comply with all casino policies and regulations.

• Ensure overall performance of the IT department and IT team.

• Perform assigned duties in a timely manner with minimum supervision.

• Inventory all equipment and technical assets.

• Attend job-related meetings, in-service training, and other training sessions to maintain professional and technical knowledge.

• Adhere to all established rules, regulations, procedures, and policies of the Company and the IT department.

• Maintain compliance with all workplace policies, procedures, ordinances, laws, and other communicated expectations.