Customer Support Engineering Lead

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

Benefits offered by this job

Health benefits

On-site Wellness center

Tuition reimbursement

Bonuses

Free parking

Live! discounts

Job summary

Live! Casino & Hotel Maryland seeks a Customer Support Engineer Supervisor to lead a team ensuring reliable, efficient IT support across operations. You’ll coordinate with technical teams, business units, and external vendors to resolve issues quickly and uphold a high standard of service.

You will supervise Tier II engineers, develop SOPs, and handle end-user support for desktops, laptops, and devices, while maintaining strong executive-facing communication and white-glove service.

Qualifications

• Typically requires technical school certification or equivalent of three to five years of relevant experience.
• Ideally has Microsoft Office 365 and/or Active Directory administration experience.
• Excellence in communication and customer-facing skills.

Responsibilities

• Be the go-to-person between Customer Support Engineers, Analysts and Team Members.
• May coordinate with vendors to troubleshoot systems issues.
• Supervise and monitor Tier II engineers’ work and response time.
• Create and/or update SOPs.
• Perform end-user hardware support (PCs, desktops, laptops, tablets, printers).
• Provide support to client identified VIPs.
• Respond to change management requests including installing new PC equipment and helpdesk tasks.
• Perform IMAC activities.
• Perform desk-side support activities.
• Meet customer service metrics per guidelines.
• Communicate proactively with end-users and service desk on status.

Skills

Interpersonal skills

Communication

Leadership

Customer-facing

ITIL knowledge

Education

Technical certification or 3–5 years experience

Tools

Microsoft Office 365

Active Directory

ITIL

Job description

Live! Casino & Hotel Maryland seeks a Customer Support Engineer Supervisor to lead a team ensuring reliable, efficient IT support across operations. You’ll coordinate with technical teams, business units, and external vendors to resolve issues quickly and uphold a high standard of service.

You will supervise Tier II engineers, develop SOPs, and handle end-user support for desktops, laptops, and devices, while maintaining strong executive-facing communication and white-glove service.