Application Support Manager/Help Desk Manager/Service Desk Manager - Albuquerque, NM

Responsible for overseeing and managing all our Financial, Resort, Point of Sales, Human Resource Systems. Provides Strategic direction, determines business requirements, conducts process analysis and prioritization. Ensures reliability, availability, and security of the Casino and Resort Operational Data. Promotes and exhibits World Class Guest Service to all employees and guests.

Essential Functions and Responsibilities: This list of tasks is illustrative ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class. It does not imply that all positions within the class perform all of the duties listed, nor does it necessarily list all possible duties that may be assigned.

• Designs, implements, administers corporate application systems and performs advanced level support.
• Ensures the integrity, functionality, and security of all assigned applications.
• Responsible for ensuring 100% compliance with system backup and internal controls including regular monitoring of backup jobs for success, failures, and/or problem mitigation.
• Responsible for all systems to assure proper controls are in place and being followed.
• Excellent technical skills, attention to detail and ability to adhere to deadlines
• Develop and maintain application security policies and procedures.
• Evaluates existing business application systems effectiveness and capabilities to ensure adherence with organizational goals and objectives.
• Researches and recommends new application systems and upgrades.
• Manages the daily activities and responsibilities of the application systems department.
• Ensures all application systems are at 100% up time and available when required. Develops the Business Continuity and Disaster Recovery Plans to ensure this requirement.
• Conduct system outage analysis and prepare after action reports to prevent the reoccurrence of incidents.
• Ensures timely and efficient resolutions of application systems calls and work orders. Review, analyze and coordinate projects and upgrades, serves as project manager for all Application Systems.
• Responsible for documenting and maintaining detailed inventories for all application system and maintenance contract.
• Plans for technological obsolescence of application systems hardware/software.
• Responsible for documenting, implementing and administering change control processes and ensuring application revisions are tracked and documented.
• Performs thorough application security assessments to identify and mitigate any potential security vulnerabilities on an annual basis.
• Develops continuous training and ensures knowledge of all company systems.
• Ensures department is properly staffed and motivated to exceed goals and objectives.
• Ensures an open and welcoming atmosphere that promotes skill enhancement.

Accountability and Supervision:

Manages the Slots Record Administrator, Systems Analyst and Sr. Systems Analyst for Gaming, Resort and Financial positions. Initiates and administers supervisory employment actions and responsibilities in accordance with our policies, SOPs, and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; rewarding and disciplining of employees; promoting, demoting, and reassigning employees; and addressing complaints and resolving problems.

Education and Experience:

• Bachelor’s Degree in Computer Science, Management Information Systems, Information Technology, or related field, required.
• Three (3) years working experience in an application support role and managing service desk queues, required.
• Two (2) years working knowledge SQL Server Administration, preferred.
• Knowledge and experience working in project management and implementations of technology solutions including business application projects
• Or equivalent combination of education, experience, and training.