Seneca Gaming Corporation · 3 weeks ago
IT Support Shift Manager
Niagara Falls, NY
Full-time
Onsite
Mid LevelSeneca Gaming Corporation is seeking an IT Support Shift Manager to ensure a best-in-class customer experience. This role involves managing the Service Desk and Onsite Technicians teams, providing seamless IT services, and working closely with various teams to resolve issues and enhance service delivery.
Gambling & Casinos
Responsibilities
Assist the IT Service Desk Manager in planning and assigning the schedules and activities of a staff of IT Support Technicians
Training, coaching, and mentoring the Service Desk staff, including career development
Building and obtaining training material while building and maintaining a knowledge base
Managing and coordinating urgent and complicated support issues
Developing, maintaining, and reporting on KPI’s
Providing data and to the IT Service Desk Manager that will feed into the Problem Management process, to reduce re-occurring incidents
Be accountable for guaranteeing the proper level of service according to agreed-upon SLAs established with the business
Assist the IT Service Desk Manager in enhancing the Service Desk ITSM ticketing tool to gain optimal efficiencies and promote self-service
Reviewing survey feedback to improve services, tools, and support experiences
Building strong relationships with customers internally and externally
Defining and implementing processes and workflow improvements
Assist with organizational communications and participate in the major incident response process
Overseeing solutions repository and selecting tools required to ensure top quality service delivery
Managing internal and external SLAs where appropriate to set expectations and measure performance
Assist with defining a workable framework for managing and improving customer IT support in the organization, continual service improvement
Ensuring that departmental business objectives are met while providing exceptional customer service
Qualification
Required
Minimum of a Bachelor's degree (B.A.) from four-year college or university; or equivalent work experience
Experience with ITIL Best Practices, ITIL Foundations Certification required
Experience with Service Level Agreements (SLAs) and ticketing tracking systems
Excellent service-driven customer-focused skills
Experience with performance metric expectations through industry best practices
Ability to foster a strong team environment and to provide leadership by projecting a positive attitude while creating learning opportunities
Strong drive for results, while retaining a focus on consistently delivering a great customer experience
Get-it-done mindset: not afraid to roll up your sleeves, getting into the data, and analyzing the business to identify areas of improvement. Does what it takes to get the job done while also thinking & acting at a strategic level
The technical background should include experience on a Service Desk supporting Casino Operations and applications, Microsoft Office, ACD phone systems technologies, Active Directory, troubleshooting connectivity issues, hardware and software support, hands-on and remote support
Ability to effectively prioritize and execute tasks in a high-pressure and fast-paced environment
Flexible availability. While most of your work will be during business hours, there will be a need for occasional evenings, weekends, and holiday coverage
Ability to interact with and influence all levels of the business
Company
Seneca Gaming Corporation
Since opening Seneca Niagara Casino in 2002, Seneca Gaming Corporation has grown into one of the largest private sector employers in Western New York, with 4,000 employees at its three locations.
Founded in 2002
1001-5000 employees
H1B Sponsorship
Seneca Gaming Corporation has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Rod Centers
Chief Operating Officer
Melissa Free
SVP Chief Marketing Officer
Company data provided by crunchbase