IT Support Lead Engineer

MGM Resorts International; Las Vegas (NV); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Wellness programs

Hotel/guest discounts

Free parking

Career development & networking

Job summary

MGM Resorts International in Las Vegas seeks an IT Lead Support Engineer to ensure ongoing availability of critical applications. You will lead Tier 2/3 support, perform root cause analysis, design scalable solutions, and mentor the team for high-availability operations.

The role requires collaboration with internal teams, vendors, and MSPs to maintain top performance and SLAs, including cross-functional leadership and on-call coverage.

Qualifications

• 5+ years of experience in a support engineering or related IT role.
• Bachelor's degree preferred.
• Experience supporting enterprise applications and complex solutions.

Responsibilities

• Attend and lead project meetings with technical insights and execution.
• Manage the support ticket queue and ensure timely resolution.
• Mentor team members to improve technical proficiency.
• Maintain 24/7/365 support coverage including on-call schedules.
• Act as escalation point for complex issues from Operations Center, vendors and MSPs.
• Provide SME on application-level issues and solutions.
• Maintain knowledge base articles and documentation for teams.
• Stay current on applications and technologies through training.

Skills

IT support

Root cause analysis

Mentorship

SLA management

Cross-functional collaboration

Windows OS

Active Directory

Unix/Linux

Cloud platforms

Networking fundamentals

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 lift 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
• Demonstrated experience supporting enterprise applications, with a track record of developing and implementing increasingly complex solutions
• Strong system troubleshooting skills, including end-to-end diagnostics across multiple platforms
• Project management capabilities which include planning, coordination, execution, and accountability

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.