IT Operations Center Lead - Shift Supervisor

Boyd Gaming; Las Vegas (NV); On-site; USD 60,000 - 75,000; Full time

Job summary

Boyd Gaming is seeking a Help Desk Supervisor to oversee the Support Center staff, coordinate actions during outages, and ensure rapid resolution using our knowledge base and standard processes.

The role requires 2 years of Help Desk experience and 1 year of supervisory exposure, plus ITIL Foundation preferred. Strong customer service, typing speed, and MS Office proficiency are essential.

Qualifications

• Two (2) years of Help Desk/Support Center experience and one (1) year of prior supervisory experience strongly preferred.
• One (1) year of applied experience with iSeries required.
• ITIL V3 Foundation Certification preferred.
• Must be knowledgeable in basic computer operation and related troubleshooting efforts.

Responsibilities

• Interviewing, hiring, scheduling, training, evaluating and coaching staff.
• Serve as Event Coordinator for major system events/outages.
• Resolve and assist Support Center staff with resolving calls at first contact using knowledge base tools.
• Escalate problems to second level support areas as appropriate.
• Analyze alarm conditions and triage to assist in troubleshooting applications/infrastructure.

Skills

Customer service

Communication

Multi-tasking

Organizational skills

Leadership

Typing 50 wpm

Education

High school diploma

Associate’s degree or equivalent

Tools

iSeries

Microsoft Office

Job description

Boyd Gaming Corporation has been successful in gaming jurisdiction in which we operate in the United States and is one of the premier casino entertainment companies in the United States. Never content to rest upon our successes, we will continue to evolve and retain a position of leadership in our industry. Our past success, our current business philosophies and our sound business planning, combine to position Boyd Gaming Corporation to maximize value for our shareholders, our team members and our communities.

Job Description

• Responsible for personnel-related matters for assigned staff members including but not limited to interviewing, hiring/recommending for hire, scheduling, training, evaluating, coaching, and counseling.
• Serve as Event Coordinator for all major system events/outages.
• Resolve and assist Support Center staff with resolving the majority of calls at first point of contact through the use of a knowledge base and other knowledge tools.
• Escalate problems to second level support areas as appropriate.
• Analyze alarm conditions presented by various internal management systems; perform triage efforts to assist in troubleshooting the affected application(s)/infrastructure(s).
• Effectively use appropriate tracking, metrics, and reporting systems to manage, report, and escalate issues.
• Ensure that all work is consistently executed in accordance with established P&Ps and applicable regulatory requirements.
• Keep staff informed about activities, problems, P&Ps, and the like.
• Actively participate in meetings.
• Work with staff to maintain an up-to-date knowledge base.
• Ensure proper prioritization for shift flow.
• Keep management informed about activities and problems; provide input into support operations and processes; assist in the development and management of P&Ps; assist in the development of associated training for Support Center staff.
• Prepare reports as prescribed and/or requested.
• Perform all duties in strict accordance with Company, departmental, and regulatory guidelines and levels at all times while meeting or exceeding established service levels and expectations.
  
  

Qualifications

• Must be at least 21 years of age.
• High school diploma (or equivalent) required; Associate’s degree or an equivalent level of experience preferred.
• Two (2) years of Help Desk/Support Center experience and one (1) year of prior supervisory experience strongly preferred.
• One (1) year of applied experience with iSeries required.
• ITIL V3 Foundation Certification preferred.
• Must be knowledgeable in basic computer operation and related troubleshooting efforts.
• Must be able to type quickly and accurately, preferably at least 50 wpm.
• Must have exceptional customer service, communication, and phone etiquette skills.
• Must be highly organized, detail-oriented, and able to effectively multi-task.
• Must be proficient in various Microsoft Office applications.
• Must be able to obtain/maintain any necessary certifications and/or licenses
  
  

Additional Information

Boyd Gaming is proud to be an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Boyd Gaming is proud to be an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.