Customer Support Engineer Supervisor - Full-Time - Maryland

Live! Casino & Hotel; Hanover (MD); On-site; USD 58,000 - 80,000; Full time

Benefits offered by this job

Health benefits

On-site Wellness center

Tuition reimbursement

Annual merit based pay increases

Discretionary bonuses

Free parking

Discounts on Live! services

Job summary

Live! Casino & Hotel is seeking a Customer Support Engineer Supervisor to lead a team of engineers and ensure reliable, efficient IT support for casino operations.

You will coordinate between technical teams, business units, and vendors, delivering high‑level service and driving continuous improvement across the technology environment.

Qualifications

• Three to five years of relevant experience.
• Experience with Microsoft Office 365 and/or Active Directory administration.
• Excellence in communication and customer-facing skills.
• Strong oral, written and interpersonal skills.

Responsibilities

• Be the go-to person between Customer Support Engineers, Analysts and Team Members.
• Coordinate with vendors to troubleshoot systems issues.
• Supervise and monitor Tier II engineers’ work and response time.
• Create and/or update SOPs.
• Perform basic to complex troubleshooting and repair activities for end-user devices, including PCs, laptops, tablets and printers.
• Provide support to identified VIPs.
• Respond to change management requests and IMAC activities.
• Perform desk-side support and other related activities.
• Meet customer service and operational metrics as outlined in guidelines.
• Proactively communicate with end users and service desk about repairs and statuses.

Skills

Leadership

Interpersonal communication

Technical troubleshooting

Customer support

Vendor coordination

Education

Technical school certification

Tools

Microsoft Office 365

Active Directory

ITIL knowledge

Job description

Min Compensation

USD $57,682.00/Yr.

Max Compensation

USD $79,561.00/Yr.

Overview

Why We Need Your Talents:

The Customer Support Engineer Supervisor plays a critical leadership role in ensuring the reliability, efficiency, and responsiveness of the technology environment that supports Live! Casino & Hotel operations. As a key leader within the IT support function, you guide and support a team of Customer Support Engineers while serving as a central point of coordination between technical teams, business units, and external vendors. Your ability to combine advanced technical expertise with strong leadership and communication skills ensures that complex issues are resolved quickly and professionally, minimizing operational disruption. Through your commitment to delivering “white glove” service, fostering collaboration, and driving continuous improvement, you help maintain a seamless, high‑performing technology experience that supports both team members and the overall success of the Live! brand.

Responsibilities

Where You'll Make an Impact:

• Be the go-to-person between Customer Support Engineers, Analysts and Team Members.
• May also coordinate with vendors to troubleshoot systems issues.
• Supervise and monitor Tier II engineer’s work and response time.
• Create and/or update SOPs.
• Performs basic to complex troubleshooting and repair activities typically associated in an end-userenvironment, including but not limited to PC’s, desktops, laptops, tablets and printers.
• Provide support to client identified VIPs.
• Responds to change management requests including installing new PC equipment, providing end-user desk side support and other related activities.
• Perform Install/Move/Add or Change (IMAC) activities.
• Perform all assigned desk-side support activities.
• Meet established customer service satisfaction level and other operational/customer service metrics asoutlined in established guidelines.
• Proactively communicate with the end-user and service desk personnel regarding arrival times, repairtime estimates and status of the repair.

Skills to Help You Succeed:

• Must have interpersonal, communication and technical skills to provide ‘White Glove’ technical support for our senior executives.
• Other duties or certification may be assigned to meet business needs.

Qualifications

Must-Haves:

• Typically requires technical school certification or equivalent of three (3) to five (5) years of relevant experience.
• Ideally has Microsoft Office 365/and/or Active Directory administration experience.
• Excellence in communication and customer-facing skills.
• Strong oral, written and interpersonal skills.
• Ability to follow instructions and processes with minimal instructions.
• Ability to provide various oral and written reports.
• Completion of projects on time and within budget.
• Ability to perform assigned duties under frequent time pressure.
• Must have the flexibility to work different shifts as required.
• Ability to demonstrate professional, mature, positive and self-confidence in accomplishing daily tasks.
• Demonstrates the ability to work as part of a team, both within and outside the department on a daily basis.
• Proven ability in implementing innovative ideas or business solutions.
• Maintain and/or achieve all required OEM certification as directed by Management.
• Knowledge of relevant software and hardware systems.
• Understanding of ITIL methodologies.
• Must be able to comply with all state gaming regulations, which may include obtaining a license.

Physical Requirements:

• Must be able to sit in an extensive time and walk
• Must be able to lift 40lbs

Working Conditions:

• 24/7 high energy casino with over 300,000 sq. ft of gaming and entertainment space and approximately 3000 employees
• Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
• You will work in an environment where smoking is allowed.

What We Offer

Perks We Offer You

• Comprehensive group health benefits for full-time and part-time Team Members and their eligible dependents. Other benefits for full-time and part-time Team Members may include:
  • Free Basic Life Insurance
  • Free Short Term & Long-Term Disability
  • Generous retirement savings options
  • Paid Time Off
  • Tuition Reimbursement
• On-site Wellness center for Team Members and eligible dependents (Maryland Property only)
• Training and pathways for career growth
• Robust Rewards & Recognition Programs
• Annual Merit Based Pay Increases
• Discretionary Performance Bonuses
• Discretionary Service Bonuses
• Free parking
• Free food and discounted meals
• Live! Hotel, Food & Beverage, and Entertainment Discounts

Life at Live!

Individuals chosen to be part of the Live! Team can expect:

• To be part of an exciting experience unlike any other in the market.
• To be given the power and responsibility to put service and community first.
• To come together as a strong team, while valuing and celebrating our diversity.
• To be given the tools, resources, and opportunity to grow in their career.
• To work hard and have fun.
• Live is a 24 hour /7 days per week high energy casino with a culture committed to fairness, teamwork, and most importantly FUN.
• The casino is large and fast paced, requiring the ability and energy to move about it with a true sense of urgency!
• Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
• You will work in an environment where smoking is allowed.