IT Service Desk Manager

EDUCATION:

• 4–6 years of progressive IT support/service desk experience, including lead or supervisory duties; or an equivalent mix of education and experience.

EXPERIENCE:

• Hands-on with IT service management (incident, request, knowledge); exposure to problem and change processes.
• Proven results meeting SLAs, raising first-contact resolution, and improving user satisfaction.
• Experience hiring, scheduling, and staffing a 24/7 service desk (shift design, on-call rotations) strongly preferred.
• Player–coach mindset: willing to work the queue, assist on the floor, image/configure devices, and personally resolve escalations.
• Clear communicator; writes concise user notices and knowledge-base articles.
• Experience in regulated environments (PCI DSS preferred); casino/gaming exposure is a plus.
• Collaborates with systems and network teams to support Microsoft platforms (Active Directory, Microsoft 365, Intune), point-of-sale (POS) systems, and gaming servers (e.g., Konami).
• Must be able to work on-site in State College, PA.

SPECIAL REQUIREMENTS:

• Employment is contingent upon background checks and the ability to obtain and maintain the appropriate Pennsylvania Gaming Control Board (PGCB) license.

ESSENTIAL JOB FUNCTIONS:

• Team leadership: supervise service desk technicians; set schedules, coach performance, and drive SLA adherence and customer satisfaction.
• Incident management: own day-to-day incidents; assist major incidents by coordinating calls and communications with IT leadership.
• Problem management: lead user-side analysis; identify trends and known errors with systems/network teams and track remediation to closure.
• Change support: help structure the change process, prepare change records and user communications, and participate in change review meetings; tie incidents/problems to changes.
• Knowledge management: own the knowledge base—standards, article lifecycle, and findability; ensure repeat fixes are documented.
• Request fulfillment: manage the request catalog, intake workflows, and SLAs; escalate non-standard requests appropriately.
• Asset management: maintain accurate device inventory and checkout/return processes; support audits and lifecycle planning.
• Service communications: draft clear outage and maintenance notices; provide timely status updates.
• Quality & training: run quality reviews, playbooks, and onboarding; coordinate advanced trainings with leadership.
• Collaboration: partner with systems/network teams on escalations, POS and gaming application touchpoints, and user-facing rollouts.
• On-call & work hours (24/7 environment): Pre-opening may require variable/extended hours to support installs, vendor schedules, soft-open rehearsals, and go-live checklists. Post-opening, participate in a rotating after-hours on-call schedule, including periodic evening/weekend maintenance windows and critical incidents.

PHYSICAL REQUIREMENTS:

• Comfortable with the physical demands of installing/maintaining IT equipment (up to 50 lbs.).
• Prolonged periods of sitting at a desk and working on a computer.
• Work may occur on the casino floor and in confined network spaces.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.

Selected applicants will be required to complete an online onboarding process.