VIP IT Support Engineering Lead

Live! Casino and Hotel Maryland; Hanover (MD); On-site; USD 58,000 - 80,000; Full time

Benefits offered by this job

Health benefits

Life Insurance

Disability insurance

Retirement savings options

Paid Time Off

Tuition reimbursement

On-site wellness center

Career growth training

Job summary

Live! Casino and Hotel Maryland is seeking a Customer Support Engineer Supervisor to lead a team delivering high-availability IT support for a large casino environment. The role coordinates across technical teams, business units and external vendors to resolve issues quickly and professionally.

You will supervise Tier II engineers, create SOPs, and ensure service levels while maintaining a seamless, high‑performing technology experience for Live! operations.

Qualifications

• Three to five years of relevant experience or technical school certification.
• Microsoft 365/Active Directory administration experience preferred.
• Strong verbal and written communication, customer-facing skills.

Responsibilities

• Be the go-to person between Customer Support Engineers, Analysts and Team Members.
• Coordinate with vendors to troubleshoot systems issues.
• Supervise Tier II engineers’ work and response times.
• Create or update SOPs.
• Provide end-user support for PCs, desktops, laptops, tablets and printers.
• Support VIP clients and manage change management requests.
• Perform IMAC activities and desk-side support.
• Meet customer service and operational metrics.

Skills

White glove support

Excellent communication

Team collaboration

Professional demeanor

Education

Technical school certification or equivalent (3-5 years)

Tools

Office 365

Active Directory

ITIL

Job description

Live! Casino and Hotel Maryland is seeking a Customer Support Engineer Supervisor to lead a team delivering high-availability IT support for a large casino environment. The role coordinates across technical teams, business units and external vendors to resolve issues quickly and professionally.

You will supervise Tier II engineers, create SOPs, and ensure service levels while maintaining a seamless, high‑performing technology experience for Live! operations.