Job Title: Technology Helpdesk manager Job Code: TBD Function: Technology Department: Technology Reports To: Technology Operations Manager Supervises: Direct Reports: (5 ) - Indirect Reports: (5 ) Position Summary The Technology Helpdesk Manager is responsible for managing the helpdesk ticketing system, handling issue escalations, and leading a team of 5-10 professionals to ensure smooth and effective IT operations across our multiple casino resort properties in the Midwest. This role is a frontline, customer facing, leadership position, which at its core, is responsible for successful systems helpdesk operation ECR properties. This role has direct input, recommendation, and implementation responsibilities for managing helpdesk technology administration and operations, assuring the effective planning and allocation of technology resources, and interacting with ECR management at all levels at all properties. This role in all aspects is accountable for communication, vision, and direction to the goals and timelines communicated and/or assigned by the Technology Director and through leadership and mentoring of direct reports. This role differentiates itself from other positions by results, demonstrated abilities, years of experience, education, and certifications. Essential Duties & Responsibilities • Oversee and manage the casino resorts' Helpdesk ticketing system, ensuring quick and effective resolution of all IT issues. • Lead the analysis of new technologies and operational process improvements that will improve the business operations. • Lead, manage, develop, and mentor a team of 5-10 Helpdesk professionals. • Coordinate and manage IT issue escalations, ensuring these are handled promptly and effectively • Maintain a high level of service delivery, ensuring excellent customer relations. • Prepare regular reports on Helpdesk performance and share them with the Technology Director. • Participate in strategic planning and budgeting initiatives for technology upgrades. • Review user feedback to determine the quality of service delivery and areas for improvement. • Set objectives and strategies for managing the company’s external technology strategic partners and vendors. Maintains existing vendor partnerships and recommends new partners. Holds vendors accountable to performance against technology-related contracts • Design and customize helpdesk work flows and queues to provide a streamlined experience for all departments, staff, employees, guests, and patrons. • Develop, propose, and implement approved ways to increase efficiency and productivity through system-related business processes, roles and responsibilities. • Develops skills of team members through individualized career plans and mentoring with members of Leadership Team. • Monitor changes or advancements in technology to discover ways the company can gain competitive advantage. v122023.1 – Elite Casino Resorts, LLC Approved: 12/21/2023 • Other duties as assigned. Educational and Experience Requirements • A Bachelor's degree in Computer Science, Information Technology, or a related field. • Minimum of 5 years’ experience in an IT support role. • At least 3 years of experience managing a helpdesk team, preferably in a multi-property environment. Additional requirements include: • Proficiency in using Helpdesk and IT service management tools. • Demonstrable knowledge of customer service principles and best practices. • Strong leadership and decision-making abilities. • Excellent interpersonal and communication skills. • Ability to work in a fast-paced, challenging environment while handling multiple tasks. • Advanced knowledge and ability to use Microsoft Office Products, especially excel, word and outlook. • ITIL or similar certification would be advantageous. • Experience in the hospitality/casino industry would be a plus. Other Special Requirements • Familiarity with cyber-security principles and protocols. • Knowledge of network administration and architecture. • Strong sense of urgency, driven to deliver success and ROI to the bottom line of ECR. • Highly adaptive, self-motivated, communicator with keen attention to detail and quality. • Executive level written and oral communication skills; impeccable interpersonal skills. • Ability to effectively prioritize organizational, and operational tasks. • Past leadership role in a team-oriented, collaborative environment. • Ability to manage multiple operational tasks simultaneously. • Prepares or contributes to all mandatory meetings and training with other managers. • Must be able to obtain and retain the applicable gaming license(s). • Assure ongoing compliance with Elite Casino Resorts policies and procedures gaming regulations, and any other local, state, or federal guidelines in both gaming and non-gaming departments with continuous monitoring and reporting. • Excellent leadership skills and a proven leader and supervisor with at least ten years of Technology experience. • Strong organizational, project management and time management skills. • Ability to explain technical concepts and applications to business process owners. • Strong analytical skills, strong computer skills, excellent written, verbal and presentation skills. • Strong understanding of technology/ helpdesk, and project management protocols. • Ability to work independently, communicating regular status to appropriate personnel, and follow through on projects (self-starter). • Experience working with helpdesk functions including technology troubleshooting and personnel onboarding. v122023.1 – Elite Casino Resorts, LLC Approved: 12/21/2023 Work Schedule, Conditions & Physical Requirements • Full time. Schedule may vary. Travel as required. Day, Swing or Grave shifts depending department needs. Shifts will expand or contract based on the needs or requirements of senior management • While performing the duties of this job, the team member is regularly required to sit for extended periods of time. • Dexterity of hands and fingers are required to operate a computer keyboard, mouse, and other computer components. • The team member frequently is required to lift and transport up to 25 pounds, and occasionally lift and/or transport up to 50 pounds. • This position will support on-call rotation team members and may require some after hours and weekend work as operational needs dictate. • Valid driver’s license is required to facilitate onsite support at various locations. • Travel to other ECR Sites may be required for some training and may be required to support other Elite Casino Resort properties. Salary • Annual, commensurate with experience and education.