Lead IT Support Engineer — Enterprise Apps, 24/7 Ops

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

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.