Description

Join Our Team as a Service Desk Supervisor at Mystic Lake Casino and Hotel!

Are you passionate about driving change and discovering new possibilities? Do you have a curiosity-driven mindset and a strong sense of integrity? If you’re a self-motivated individual looking to be part of an extraordinary team, we want to hear from you!

Why Join Us?

Innovative Environment: Be at the forefront of exciting construction projects and support our vibrant community. Skill Development: Expand your skillset in a dynamic and fast-paced setting. Premier Destination: Work at a top-tier casino and entertainment destination known for excellence.

What We’re Looking For:

Leadership: Guide and inspire our service desk team to deliver exceptional support. Problem-Solving: Tackle challenges with a proactive and solution-oriented approach. Customer Focus: Ensure a high level of customer satisfaction through effective communication and service.

Your Role:

Supervise: Oversee daily operations of the service desk, ensuring efficient and effective service delivery. Collaborate: Work closely with other departments to support ongoing projects and initiatives. Innovate: Continuously seek ways to improve processes and enhance the customer experience.

Responsibilities:

Coach, train, and conduct performance reviews for help desk team members. Assist with interviewing, hiring, and onboarding. Handle escalated technical issues, working with vendors to ensure resolution. Directly supervise Technical Services personnel; prioritize, schedule, and delegate work assignments Responsible for approving timesheets, approving/tracking time off requests, and completing performance evaluations for direct reports. Develop improved processes and methods to increase departmental productivity Demonstrate leadership and shows ability to communicate effectively at all levels of the company Ensure proper staffing to maintain phone and email queue. Motivate and lead a high-performance team by attracting, developing, engaging and retaining team members. Conduct regular team meetings and one-on-one sessions to review performance and provide feedback. Oversee the help desk ticketing system to ensure timely resolution of issues. Collaborate with other IT teams to coordinate efforts and share knowledge. Ensure a high level of customer service is delivered to all users.

Qualifications:

Must have excellent knowledge of PC and desktop hardware and internal components and hands-on hardware troubleshooting experience. Any Combination of education/experience in Business, Information Technology or related IT Field to equal to five years. Minimum of three years progressively enhancing experience in leadership or in knowledge within technical area of responsibility Valid Class D driver's license is required with a good driving record Ability to manage ongoing coverage of an IT Technical Support team and system Strong Leadership skills to mentor and support staff. Must have strong customer service orientation with ability to present ideas in business-friendly and user-friendly language. Strong collaboration skills to engage with other technology team members to ensure high level service delivery and efficient operation of the organization’s technology environment. Demonstrated ability to “find the answer” through collaboration, search, and documentation. Must have a strong interest in “making things better” through streamlining the process, better ways to provide service delivery, new tools, and approaches. Leading and mentoring a team of 8.

If you’re ready to make a difference and be part of something extraordinary, apply now to join the Mystic Lake Casino Team!

Apply Now Save this job Share: Email Tweet Facebook LinkedIn