IT Support Lead Engineer

MGM Resorts International Operations, Inc.; Las Vegas (NV); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Wellness programs

Discounts on hotel stays, dining, and.

Free parking

Healthcare and time-off options

Development programs and networking

Job summary

MGM Resorts International is seeking an IT Lead Support Engineer in Las Vegas to ensure continuous operational availability of critical applications. You will provide advanced Tier 2/3 support, conduct root cause analysis, design scalable solutions, and mentor a team across multiple departments and vendors.

Responsibilities include leading project meetings, managing the ticket queue, ensuring on-call coverage, and guiding engineers on best practices for version control and incident resolution.

Qualifications

• 5+ years in a support engineering or related IT role.
• Bachelor’s degree preferred.
• Strong technical background with cross-functional collaboration and leadership.

Responsibilities

• Attend and lead project meetings and provide technical insights.
• Manage the support ticket queue and ensure timely resolution.
• Mentor team members to improve technical proficiency.
• Coordinate 24/7/365 coverage and on-call schedules.
• Act as escalation point for complex issues from Operations Center and vendors.
• Provide SME on application-level issues and solutions.
• Maintain understanding of system/topologies including databases, cloud, and networking.
• Create and update knowledge base articles and documentation.
• Stay current on applications and technologies.

Skills

Team leadership

Mentorship

Technical leadership

Problem solving

Education

Bachelor’s degree

Tools

Windows OS

Active Directory

Unix/Linux

Cloud platforms

Networking fundamentals

Job description

Las Vegas, Nevada

THE SHOW comes alive at MGM Resorts International

Have you ever wondered what it would be like to work in a place full of excitement, diversity, and entertainment? Are you enthusiastic about being a team player in one of the most fascinating industries in the world? At MGM Resorts, we seek individuals like YOU to create unique and show-stopping experiences for our guests.

THE JOB:

The IT Lead Support Engineer will ensure the continuous operational availability of critical applications for MGM Resorts International. This role provides advanced (Tier 2 and Tier 3) support for resolving operational issues in alignment with established Service Level Agreements (SLAs). The Lead is responsible for conducting complex root cause analysis, designing technical solutions that support self-healing and high availability, and guiding the team through mentorship and technical leadership. This position requires cross-functional collaboration with internal departments, vendors, and managed service providers to maintain high-quality application performance.

THE DAY-TO-DAY:

• Attend and lead project meetings as needed and support initiatives with technical insights and execution
• Manage the support ticket queue and assign tickets, monitor progress, follow up on progress and ensure timely resolution
• Mentor and provide constructive feedback to team members to improve technical and professional proficiency
• Effectively communicate the needs of the team to the department manager and elevate issues as required to ensure 24/7/365 support coverage, including managing on-call schedules
• Act as an escalation point for complex issues from the Operations Center, vendors, and Managed Service
• Providers; participate in strike teams as needed for resolution. Provide Subject Matter Expertise (SME) on application-level issues and solutions
• Responsible for developing and maintaining a deep understanding of system/application topologies including interfacing systems, databases, cloud infrastructure, networking, and various technical layers
• Responsible for creating, updating, maintaining knowledge based (KB) articles, FAQs, and documentation related to applications and application issues for all teams
• Stay current on applications, technologies, and technical skillsets through continuous training
• Escalate unresolved issues to Tier 4+ teams including Architecture, Development, Infrastructure Engineering, application vendors and any other required team with follow-up.
• Track known issues awaiting vendor/development code releases
• Provide technical leadership, enforce best practices in version control, and guide application engineers on tools and processes
• Provide and maintain high-level knowledge and hands‑on proficiency with Windows OS (latest versions),
• Remote Access/Support tools, Active Directory, Unix/Linux operating systems, Cloud platforms and networking fundamentals
• Collaborate with IT teams, business users, stakeholders, and external vendors to ensure issue resolution and continuous improvement

THE IDEAL CANDIDATE:

• 5+ Years of Prior Relevant Experience In a Support Engineering or related IT role Required
• Bachelor’s Degree Preferred
• A strong technical background Preferred

  THE PERKS & BENEFITS:

  • Prioritize your wellness, access programs crafted to nurture your mental and physical health.
  • Enjoy unbeatable discounts on hotel stays, dining, retail, entertainment, and exclusive partner perks for travel, tech, and beyond!
  • Park with ease—whether you’re on or off shift, it’s free!
  • From healthcare to financial support and generous time-off options, we’ve got you covered.
  • Elevate your career with development programs, connect through networking events, and make a difference with community volunteer opportunities.

  VIEW JOB DESCRIPTION:

  https://mgmresorts.marketpayjobs.com/ShowJob.aspx?EntityID=2&jobcode=12538