Summary

The IT Technician Manager is responsible for managing the staff and operations of the organization’s Information Technology service desk. The IT Technician Manager ensures that Team Members are coached on effective methods to research, troubleshoot and deliver solutions on user issues.

Duties/Responsibilities

• Support, document, and maintain the help desk support process.
• Adjust work schedules, priorities, and staff assignments to ensure efficient operation based on current workload.
• Monitor open work orders manage escalations and ensuring any issues are resolved in a timely manner.
• Identifies and gathers key metrics to analyze the helpdesk performance and identify problem areas.
• Support IT administrators with projects and any duties related to supporting the Casino operations in terms of level one assistance.
• Document all application installs and configuration procedures.
• Create and execute training manuals while cross-training all IT Technicians on department standards, new systems implementation, and policy revisions.
• Assist IT Management in performance reviews of IT Technicians.
• Identify and create ways to reduce cost by streamlining daily processes.
• Review and approve all IT Technician checklists, pass down logs and forms.
• Ensure casino rounds are conducted daily basis and items which require escalation are passed to the proper staff within the department.
• Meet with subordinate staff to discuss proposed changes in hardware/software, the progress of work, resolve problems, and ensure that standards for quality and quantity of work are met.
• Coordinate the computer preventative maintenance schedule, including required 24-hour notifications, checklists, and schedule changes.
• Prepare and submit a bi-weekly report of accomplishments and goals to IT Management.
• Act as a backup to IT Technician(s) duties if required.
• Must be physically present to work a regular, reliable, and predictable work schedule by business demands and maintain a consistent and regular attendance record.
• Perform special projects and other responsibilities, tasks, or duties as requested.

Supervisory Responsibilities

• Assist hiring, training, scheduling, evaluating, counseling, disciplining, motivating, and coaching employees.
• Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications.
• Ensure uniform and personal appearance are clean and professional; maintain the confidentiality of proprietary information; protect company assets.
• Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs.
• Speak with others using clear and professional language.
• Develop and maintain positive working relationships with others; support team to reach common goals.

Performance Requirements

• To perform this job successfully, an individual must be able to satisfactorily perform job duties, demonstrate excellent work habits, deliver superior service to internal and external guests, exhibit the highest degree of professionalism, ethics, and integrity, and comply with all governing policies and procedures.
• Employ positive communication skills and exercise professional interpersonal abilities (tact, diplomacy, and respect) with guests and co-workers at all times.
• Maintain a high degree of professionalism in the workplace, including appearance, communication, attendance, reliability, and teamwork.
• Maintain a high level of organization, including an orderly and neat work area and excellent time management skills, leading to the highest productivity levels.
• Demonstrate a desire to succeed and a willingness to help others succeed.
• Understand the role and responsibilities of the position and demonstrate proficiency in the position requirements.
• Demonstrate support and comply with all Safety program elements, including adherence to policies, the exercise of safe work practices, participation in training, use of protective equipment, and reporting all safety concerns, hazards, and non-compliant practices.
• Participate in open communication and provide feedback to management regarding operations, staffing, personal development, and operational productivity.
• Serve as a contributing Team Member of the Soboba Band of Luiseño Indians, enhancing the Casino's operations in all its business endeavors.

Education / Qualifications

• Must be at least 21 years of age.
• High School Diploma or GED equivalent, required.
• Five years of experience in technology support including a minimum of two years in a supervisory/lead role requirement .
• Associates degree or higher in information Technology preferred. 
• Any combination of education, experience, and training that provides the required knowledge, skills, and abilities.
• Must be able to provide evidence of eligibility to work in the United States of America.

Certificates, licenses and registration

• Ability to obtain and maintain a valid Soboba Tribal Gaming Commission license.
• Required to submit to and obtain negative results on all drug and/or alcohol testing.