IT Supervisor

Atlantis Casino Resort Spa; Reno (NV); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401K retirement

Tuition Reimbursement

Scholarship Opportunity

Paid Vacation

Holiday Pay

Weekly Resort Prizes

Career Development

Free daily meal

Internal Advancement

Job summary

Atlantis Casino Resort Spa in Reno, NV seeks an IT Helpdesk Supervisor to lead the IT helpdesk and technicians, develop processes, and ensure timely resolution of issues. You will collaborate with management on plans, forecasts, and budgets while maintaining high service levels and onboarding new procedures.

The role requires strong guest service, supervisory experience, and solid IT problem-solving skills across Windows, Linux/OSX, and networking.

Qualifications

• Demonstrated guest service excellence and strong communication.
• Preferred 1 year supervisory experience in IT or helpdesk.
• 2+ years IT helpdesk experience with incident handling and escalations.
• Experience with TCP/IP networking and common protocols.
• Familiarity with Windows, Linux/OS X operating systems.
• Ability to plan projects and mentor technicians.

Responsibilities

• Oversee operations and supervision of the IT helpdesk and technicians.
• Collaborate with management to plan budgets, forecasts, and department goals.
• Develop, implement, and monitor escalation procedures and service levels.
• Document, track, and resolve problems to ensure timely resolution.
• Coordinate with IT systems and AV teams for server and application support.
• Mentor staff and train on new processes and systems.
• Prepare progress reports on work performed and outcomes.
• Lead installations, upgrades, and integrations with other departments.

Skills

Guest service

Supervisory experience

IT Helpdesk

Troubleshooting

Networking TCP/IP

Windows OS

Linux/OSX

Project planning

Mentoring/ coaching

Job description

At Atlantis Casino Resort Spa, we are more than just a premier destination for luxury gaming and hospitality in Reno, Nevada; we are creators of unforgettable moments. Our commitment to excellence shines through our exceptional gaming, exquisite dining, and indulgent spa services, all set in an inviting and sophisticated atmosphere. As a family-owned business, we prioritize nurturing lasting relationships with our guests and the community, ensuring that every interaction is warm, memorable, and tailored to foster a true sense of belonging.

Overview

This position is responsible for the operations and supervision of the IT helpdesk and IT Technicians.

Responsibilities

• Works with management to develop plans, forecasts, and budgets for the I.T. Department.
• Creates and manages escalation procedures and ensures service levels are maintained for the I.T. Helpdesk.
• Documents, tracks, and monitors problems to ensure resolution in a timely manner.
• Identifies, researches, and resolves complex technical problems.
• Develops IT tech schedules, prioritizes support calls and resources for installation and support.
• Collaborates with management to develop helpdesk standards.
• Creates and manages procedures.
• Documents and trains on all work performed.
• Prepares progressive reports for all work performed.
• Works with Atlantis systems group to install, configure, and troubleshoot servers, applications, equipment and systems.
• Works with AV to install, configure, and troubleshoot servers, applications, equipment and systems.
• Motivate the team to increase same day help desk case closing percentage annually.
• Prove the ability to prioritize helpdesk issues and resources in an efficient manner.
• Maintain all server updates and patches in congruence with the Monarch IT department.
• Full knowledge of the network topography, and system integration within the corporate environment.
• Handle project planning and organization. Ability to facilitate installs, upgrades, etc. with our team. Coordinating with other departments as well.
• Offer input to management for new solutions and/or feedback on current solutions that help our team become more efficient.
• Mentor the technicians in the IT Department, and help them acquire knowledge of our systems.
• Other duties as assigned by management.

While performing the duties of this job, the employee may be required to stand; walk; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel crouch or crawl; talk, and hear. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to focus.

Qualifications

• Demonstrated excellent guest service.
• Preferred 1 year supervisory experience.
• Preferred 2 years IT Helpdesk experience.
• Able to prioritize and get projects done in a demanding environment.
• Preferred Microsoft certifications.
• Experience with TCP/IP and other networking protocols and concepts.
• Experience with Operating systems such as; Workday, Windows, OS400, Linux, OSX.
• Experience with personal computers, servers, and like technology.
• Ability to work long periods on their feet.
• Ability to lift 50lbs
• Ability to continually use ladders.
• Able to obtain a Nevada Gaming License.

***Must adhere to all grooming standards, no "visible" tattoos/piercings or unnatural hair colors***

Atlantis Casino Resort Spa fosters a team working environment and an environment that is focused on Team Member recognition and appreciation. Some of the ways in which we accomplish this is by offering the following:

• Comprehensive benefits (medical, dental, vision, supplemental coverage)
• 401K retirement savings plan + discretionary match
• Education Tuition Reimbursement Program
• Scholarship Opportunity
• Paid Vacation
• Holiday Pay
• Weekly Resort Prizes
• Career Development and Training Workshops
• FREE daily meal
• Internal Advancement

We believe that our people are at the heart of our success. By investing in our team through growth opportunities and robust training programs, we cultivate an environment of loyalty and pride. Our focus on building a talent ecosystem in collaboration with local institutions enables us to ensure that every experience at Monarch reflects the luxury and dedication we stand for. Join us in creating extraordinary experiences that inspire and elevate the spirit of hospitality.