IT Operations Center Shift Supervisor

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 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 notlimited 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 ofcontact 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; performtriage efforts to assist in troubleshooting the affected application(s)/infrastructure(s).
• Effectively use appropriate tracking, metrics, and reporting systems to manage, report,and escape issues.
• Ensure that all work is consistently executed in accordance with established P&Ps andapplicable 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 supportoperations and processes; assist in the development and management of P&Ps; assist inthe 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 regulatoryguidelines and levels at all times while meeting or exceeding established service levelsand expectations.

Qualifications

• Must be at least 21 years of age.
• High school diploma (or equivalent) required; Associate’s degree or an equivalent level ofexperience preferred.
• Two (2) years of Help Desk/Support Center experience and one (1) year of priorsupervisory 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.