IT Operations Center Shift Lead

Boyd Gaming; Las Vegas (NV); On-site; USD 50,000 - 75,000; Full time

Job summary

Boyd Gaming Corporation seeks an experienced Help Desk/Support Center professional to join our on-site team in Las Vegas. You will manage personnel-related matters for assigned staff, coordinate system events, and provide first-point-of-contact resolution through knowledge tools.

The role requires strong customer service, excellent communication skills, and the ability to multitask in a fast-paced environment while maintaining regulatory and company policies.

Qualifications

• Minimum 2 years of Help Desk/Support Center experience
• Minimum 1 year of supervisory experience
• Experience with iSeries
• ITIL V3 Foundation Certification preferred
• Proficient in Microsoft Office applications
• Fast typing speed (≥50 wpm)
• Strong customer service and communication skills
• Ability to multitask and stay organized

Responsibilities

• Interviewing, hiring, scheduling, training, evaluating staff.
• Coordinate events and outages as Event Coordinator.
• Resolve calls at first point of contact using knowledge tools.
• Escalate issues to second level support when appropriate.
• Analyze alarm conditions and triage for troubleshooting.
• Maintain tracking, metrics, and reporting for issues.
• Ensure work complies with P&Ps and regulatory requirements.
• Keep staff informed about activities and problems; participate in meetings.
• Develop and maintain the knowledge base and training materials.
• Prepare reports as prescribed or requested.

Skills

Customer service

Communication

Phone etiquette

Multi-tasking

Typing speed

Leadership

Education

High school diploma or equivalent

Associate’s degree or equivalent (preferred)

Tools

iSeries

Microsoft Office

Job description

Boyd Gaming Corporation seeks an experienced Help Desk/Support Center professional to join our on-site team in Las Vegas. You will manage personnel-related matters for assigned staff, coordinate system events, and provide first-point-of-contact resolution through knowledge tools.

The role requires strong customer service, excellent communication skills, and the ability to multitask in a fast-paced environment while maintaining regulatory and company policies.