IT Operations Center Shift Supervisor

Boyd Gaming; Las Vegas (NM); On-site; USD 42,000 - 62,000; Full time

Job summary

Boyd Gaming in Las Vegas, NM seeks a Help Desk Supervisor to oversee daily support operations, mentor staff, and ensure timely incident resolution. Responsibilities include triage, escalation, and coordinating events with the Support Center.

The ideal candidate has 2+ years in help desk roles with supervisory experience, strong customer service, ITIL familiarity, and MS Office proficiency. A high school diploma is required.

Qualifications

• Must be at least 21 years old.
• High school diploma (or equivalent) required; Associate’s degree preferred.
• Two years of Help Desk/Support Center experience and one year of supervisory experience preferred.
• One year of applied experience with iSeries required.
• ITIL V3 Foundation Certification preferred.
• Knowledgeable in basic computer operation and related troubleshooting.
• Fast and accurate typing (50 wpm preferred).
• Strong customer service, communication, and phone etiquette skills.
• Highly organized, detail-oriented, and able to multi-task.
• Proficient in Microsoft Office applications.

Responsibilities

• Manage personnel-related matters for assigned staff including interviewing, hiring, scheduling, training, evaluating, coaching, and counseling.
• Serve as Event Coordinator for major system events or outages.
• Assist Support Center staff in resolving most calls at first point of contact using KB and tools.
• Escalate problems to second level support as appropriate.
• Analyze alarm conditions and perform triage to aid troubleshooting.
• Use tracking, metrics, and reporting systems to manage and elevate issues.
• Ensure work complies with P&Ps and regulatory requirements.
• Keep staff informed about activities, problems, and procedures.
• Participate in meetings and develop knowledge base with staff.
• Prioritize shift flow and keep management updated on activities.
• Assist in developing training and supporting operations processes.
• Prepare reports as prescribed or requested.
• Perform duties in line with company guidelines and service levels.

Skills

Customer service

Communication

Phone etiquette

Multi-tasking

Detail-oriented

Typing 50 wpm

Troubleshooting

Education

High school diploma or equivalent

Associate’s degree preferred

Tools

iSeries

Microsoft Office

Job description

Responsibilities

• 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 elevate 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.

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.