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Director - Technology Support
POSITION OVERVIEW The primary responsibility of the Director - Corporate IT Support will be to oversee the team of internal IT Support Specialists and outsourced Managed Services Partners delivering IT support across the installation, maintenance and repair of computers, devices, peripherals and networks to ensure that effective technology is in place and used to its maximum capabilities. Provide excellent customer service and support to internal users and liaison with external service providers. This position requires someone well-versed in computers and networks to manage security configurations and software to maintain privacy and protection from malicious activity. This role requires high energy and the ability to provide effective technical support to assist users with the operation and use of technology. The Director must also be comfortable operating as an individual contributor and using influence and expertise to aid the transformation of an organization. Management and integration of technology support operations that are outsourced to a managed services partner will be necessary and this role will require the ability to manage/lead in this type of environment. All duties are to be performed in accordance with departmental and **MEMBERS ONLY**SIGN UP NOW***'s policies, practices, and procedures. ESSENTIAL DUTIES & RESPONSIBILITIES *Responsible for delivery of technical support to executives, VIPs and visitors of any kind to a Sands location. *Accountable for managing IT Services Managed Service Partner(s) *Ensures all IT Support and vendor partners understand performance expectations and manages delivery accordingly *Drives the adoption and commitment to continual service improvement *Provides strategic direction and oversight for the operation and support of IT systems that fulfill the needs of the business *Responsible for handling incidents related to computers, software applications, network connectivity, mobile devices, and other related technology *Manage a queue of requests, accurately enter information into ticketing system(s) and complete follow-up on incidents and requests *Manage L3 and L4 requests as required, including routing to other teams *Set up hardware and configure software and peripherals *Maintain and repair technology equipment (PCs, printers, phones, video systems, etc.). *Follow prescribed troubleshooting procedures, manage communications and escalate appropriately to supporting IT teams *Perform operating system installation, upgrade, configuration and security patch deployments using enterprise software distribution platforms *Champion collaboration across IT and business functions *Independently contribute to team objectives *Mentor, support, and cross-train IT Support Specialists *Monitor systems for availability, capacity, and performance utilizing monitoring tools and dashboards *Contribute suggestions for new products, services, and processes to ensure best in class customer service *Contribute to self-service knowledgebase, operational procedures, and documents *Consistently demonstrate professionalism in all interactions *Execute business communication on system planned maintenance, incident status notifications and other customer communications *Perform physical implementation and changes in coordination with IT Services provider and in adherence with change approval process where applicable. *Safety is an essential function of this job. *Consistent and regular attendance is an essential function of this job. *Performs other related duties as assigned. COMPANY STANDARDS OF CONDUCT All **MEMBERS ONLY**SIGN UP NOW*** Team Members are expected to conduct and carry themselves in a professional manner at all times. Team Members are required to observe the Company's standards, work requirements and rules of conduct. MINIMUM QUALIFICATIONS *21 years of age. *Proof of authorization to work in the United States. *Bachelor's Degree in Computer Science, Engineering or related discipline required *Advanced degree in technology or engineering is a plus *Must be able to obtain and maintain a Nevada Gaming Control Board Registration and any other certification or license, as required by law or policy. *8 years of diverse technical support experience with PCs, networks, mobile devices, peripherals, and user account management, with a minimum of 3 years in a team supervisor capacity *CompTIA A certification or ITIL certification preferred *Proven experience professionally engaging with stakeholders across all levels of the organization, including peers and executive leadership *Expertise in Windows operating systems, Active Directory, and productivity applications *Expertise in mobile, network/WIFI configuration, conference room A/V technologies, physical access controls, connectivity to cloud services, internet circuit, identity administration and permissions. *Good knowledge of internet security and data privacy principles *Strong analytical and problem-solving skills *Ability to communicate clearly and effectively in English, both in spoken and written form. *Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of different backgrounds and levels of experience. *Must be able to work varied shifts, including nights, weekends and holidays. PHYSICAL REQUIREMENTS Must be able to: *Lift or carry 30 pounds, unassisted, in the performance of specific tasks, as assigned. *Physically access all areas of the property and drive areas with or without a reasonable accommodation. *Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts. *Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts. *Ability for prolonged periods of time to walk, stand, stretch, bend and kneel. *Work in a fast-paced and busy environment. *Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, dust, and cigarette smoke. |
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