Senior IT Support Engineer Lead (VIP/White-Glove)

Live! Casino & Hotel; Maryland; On-site; USD 58,000 - 80,000; Full time

Benefits offered by this job

Health benefits

On-site Wellness center

Career growth opportunities

Bonuses

Free parking

Discounted meals

Job summary

Live! Casino & Hotel in Maryland is seeking a Customer Support Engineer Supervisor to lead a team of engineers, ensuring reliable, efficient IT support for casino operations.

You will coordinate between technical teams, business units, and vendors, delivering high‑quality, white‑glove service and driving continuous improvement. You will supervise Tier II engineers, develop SOPs, and manage end-user support across PCs, laptops, tablets, and printers while maintaining strong customer satisfaction

Qualifications

• Typically requires technical school certification or equivalent of 3–5 years of relevant experience.
• Ideally has Microsoft Office 365 and/or Active Directory administration experience.
• Excellence in communication and customer-facing skills.
• Strong oral, written and interpersonal skills.

Responsibilities

• Be the go-to-person between Customer Support Engineers, Analysts and Team Members.
• May coordinate with vendors to troubleshoot systems issues.
• Supervise and monitor Tier II engineer’s work and response time.
• Create and/or update SOPs.
• Perform basic to complex troubleshooting and repair activities on PCs, desktops, laptops, tablets and printers.
• Provide support to client identified VIPs.
• Responds to change management requests including installing new PC equipment and end-user desk side support.
• Perform IMAC activities.
• Meet customer service and operational metrics as outlined.

Skills

Interpersonal skills

Communication

ITIL knowledge

Office 365

Active Directory

Vendor coordination

Education

Technical certification or equivalent experience

Tools

Windows OS

Job description

Live! Casino & Hotel in Maryland is seeking a Customer Support Engineer Supervisor to lead a team of engineers, ensuring reliable, efficient IT support for casino operations.

You will coordinate between technical teams, business units, and vendors, delivering high‑quality, white‑glove service and driving continuous improvement. You will supervise Tier II engineers, develop SOPs, and manage end-user support across PCs, laptops, tablets, and printers while maintaining strong customer satisfaction