Technology Helpdesk Supervisor

Grand Island Casino Resort; Grand Island (NE); On-site; USD 60,000 - 75,000; Full time

Job summary

A premier entertainment destination in Nebraska is seeking a Technology Helpdesk Supervisor to lead the helpdesk team and enhance IT operations. This role involves managing the ticketing system, providing technical support, and mentoring a team of 3-7 IT professionals. Candidates should have a Bachelor's degree in IT or a related field, with a minimum of 3 years of IT support experience and 2 years in a supervisory role. This position is critical for ensuring operational efficiency and high customer satisfaction.

Qualifications

• 3+ years of experience in IT support, minimum 2 years in a supervisory role.
• Ability to maintain a Nebraska Racing and Gaming Commission License.
• Proficient in managing helpdesk ticketing systems.

Responsibilities

• Oversee daily operations of the helpdesk team.
• Manage ticketing systems and ensure issue resolution.
• Mentor and support Helpdesk professionals.

Skills

Ticketing system management

Team supervision

Technical support

Customer satisfaction

Report generation

Feedback analysis

Education

Bachelor's degree in Computer Science or related field

Job description

Grand Island Casino Resort is set to become a premier entertainment destination in Grand Island, NE, alongside the existing grandstand at the horse track. Spanning 37,000 square feet, the casino will feature 650 slot machines, 20 table games, a sports book, and multiple dining options, including a rooftop experience. The property will also include a 116-room boutique hotel, a salon and spa, a gift shop, a show lounge, a sports bar, indoor and outdoor pools with an expansive deck, and a 400-stall parking garage. With stunning views of the state fairgrounds and horse races, this project is poised to enhance the Fonner Park complex while creating unforgettable experiences for visitors across Nebraska. Pending license approval, the resort aims to establish itself as a hub for hospitality and entertainment excellence.

Role Description

The Technology Helpdesk Supervisor is tasked with the daily operations of the helpdesk team, providing direct support in managing the ticketing system, resolving technical issues, and assisting in the supervision of a team of 3-7 IT professionals at our casino resort locations. This role is pivotal in maintaining efficient IT operations and ensuring a high level of customer satisfaction. The Helpdesk Supervisor will work closely with the Helpdesk Manager to implement strategies for helpdesk administration, resource allocation, and departmental communication. This position is distinguished by its hands‑on approach to team guidance, problem‑solving skills, technical knowledge, and ability to effectively communicate with both IT staff and ECR management.

Qualifications

• Support the management of the Helpdesk ticketing system, ensuring timely resolution of IT issues.
• Assist in analyzing new technologies and operational processes for potential improvements.
• Supervise, support, and mentor a team of 3-7 Helpdesk professionals.
• Help coordinate IT issue escalations, ensuring efficient and effective resolution.
• Contribute to maintaining high service delivery standards and excellent customer relations.
• Generate reports on Helpdesk performance for review by the Helpdesk Manager.
• Participate in the implementation of strategic IT initiatives and budgeting for technology enhancements.
• Collate user feedback to assess service quality and identify improvement areas.
• Support the management of external technology partners and vendors, ensuring adherence to contracts.
• Assist in customizing helpdesk workflows to optimize user experience across various departments.
• Propose and implement approved efficiency and productivity enhancements.
• Contribute to the professional development of team members through career planning and mentoring.
• Stay updated on technological advancements to identify opportunities for competitive advantage.
• Adhere to ethical standards of professional conduct and act in a manner consistent with the organization’s code of business ethics including but not limited to maintaining confidentiality, excellence, integrity, respect, responsibility, and trustworthiness.
• Perform other related duties as required.

Required

• A Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 3 years’ experience in an IT support role.
• At least 2 years of experience supervisory role within a helpdesk team, preferably in a multi-property environment.
• Ability to obtain and maintain a Nebraska Racing and Gaming Commission License.