IT Support Lead Engineer

MGM Resorts; Las Vegas (NV); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Wellness programs

Hotel discounts and partner perks

Free parking

Healthcare, financial support, and PTO

Job summary

MGM Resorts International is seeking an IT Lead Support Engineer in Las Vegas to ensure continuous availability of critical applications. The role provides Tier 2/3 support, leads root-cause analysis, and designs self-healing, high-availability solutions while guiding a technical team.

You will collaborate across departments, vendors, and MSPs to maintain performance, mentor staff, and maintain documentation and KBs for applications and issues.

Qualifications

• 5+ years in a support engineering or related IT role.
• Bachelor's degree preferred.
• Strong technical background with enterprise applications.
• Experience designing high-availability solutions and RCA.
• Project management capabilities: planning, coordination, execution.

Responsibilities

• Lead project meetings and provide technical insights for initiatives.
• Manage the support ticket queue and ensure timely resolution.
• Mentor team members to improve technical proficiency.
• Coordinate 24/7/365 support coverage including on-call schedules.
• Act as SME for application-level issues and solutions.

Skills

Lead IT/SRE

Mentoring/Leadership

SLA management

Enterprise applications

Education

Bachelor's degree

Tools

Windows OS

Active Directory

Unix/Linux

Cloud platforms

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 escalates 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.