<p>Come lead our IT Service Desk Team as our IT Service Desk Supervisor! In this role you support, mentor and lead the service team to the goals and objectives of the IT department's technology plan and vision. The ideal candidate is self-motivated, has a curiosity-driven mindset, and has a strong sense of integrity. If you are passionate about driving change and discovering new possibilities we are looking for you! Enjoy weekly pay, health benefits, and 401(k) starting day one. Whatever your career goals may be, let Mystic Lake Casino help get you there!</p> <p>Job Overview: Provides technical expertise, leadership and support of the daily activities of the Technical Support Specialists. Ensure timely response to incoming Incident and Service Request tickets for internal customers, and serve as a point of escalation for difficult customer service issues. Maintain the highest level of customer satisfaction and adherence to service level agreements (SLA). Assist with communication efforts on behalf of IT, ensuring timely and appropriate communication to the business. Establishes and refines processes, techniques, tools and methods used by the IT Technical Support Specialists to provide exceptional support and service to our customers. Drive toward a proactive support model across multiple IT solutions driving increased efficiencies. Monitors calls and incidents to ensure quality guest service and timely resolution of issues. Deliver key support metrics and analysis that demonstrate value as well as progress toward efficiency goals. Provides technical and procedural guidance to ensure seamless escalation and assignment of incidents throughout the organization. Analyzes Root Cause, Incident Management Trending and Escalation to Problem Management. Administers the ITSM solution to continuously enhance support offerings, reduce MTTR metrics and improve usability. Performs regular reviews of service offerings to ensure they are in line with modern workplace goals and sufficiently meet the goals of the organization.</p> <p>Empower Your Future: The Work You'll Lead:</p> <ul> <li>Coordinate with managers to establish goals, plans, objectives and priorities that support the IT department's technology plan and vision. Develop teamwork consciousness among assigned personnel to attain department objectives. Train, coach, and motivate staff. Coordinate with management and Human Resources for appropriate staffing levels. Meet team goals. Communicate with other supervisors and managers. Establish and support a </li></ul> <p>positive work environment based on mutual respect, honesty, teamwork and continuous improvement.</p> <ul> <li>Supervise area operations in accordance with company policies and procedures and apply said policies in all employee interaction. Create shift schedules, including workstation assignments/rotations, employee training, vacations, breaks, overtime assignment, absent employee back-ups, and shift rotations. Plan workloads and rosters, and delegate tasks. Monitor and report on team performance. Conduct (with manager) probationary and annual performance review for each employee, and recommend retraining, transfer, or termination. Schedule and conduct team meetings. Provide quality control. Anticipate and determine causes of operational delays, and take appropriate action to meet schedules. </li><li>Handle service problems and issues to address as necessary. Provide analysis for improvements. Operate within standard Operating Level Agreements. Report promptly to department management when delays occur, estimate time of delay and when operations will be resumed. </li><li>Ensure a clean and safe work area. Provide documentation for internal audit and compliance reports. Maintain staff availability to address critical business and/or IT issues. </li></ul> <p>Job Requirements:</p> <ul> <li>Must have excellent knowledge of PC and desktop hardware and internal components and hands-on hardware troubleshooting experience. </li><li>Any Combination of education/experience in Business, Information Technology or related IT Field to equal to five years. </li><li>Minimum of three years progressively enhancing experience in leadership or in knowledge within technical area of responsibility </li><li>Valid Class D driver's license is required with a good driving record </li><li>Ability to manage ongoing coverage of an IT Technical Support team and system </li><li>Strong Leadership skills to mentor and support staff. </li><li>Must have strong customer service orientation with ability to present ideas in business-friendly and user-friendly language. </li><li>Strong collaboration skills to engage with other technology team members to ensure high level service delivery and efficient operation of the organization's technology environment. </li><li>Demonstrated ability to "find the answer" through collaboration, search, and documentation. </li><li>Must have a strong interest in "making things better" through streamlining the process, better ways to provide service delivery, new tools, and approaches. </li><li>Leading and mentoring a team of 8. </li></ul> <p>Outstanding Benefits & Awesome Perks: Enjoy competitive weekly pay, outstanding benefits, and advancement opportunities at the SMSC Gaming Enterprise. Eligible Team Members are offered a comprehensive benefits package include medical, dental, life and disability insurance, onsite medical clinics and pharmacy, 401(k) retirement plan, paid time off, wellness programs and more. Plus, take advantage of perks like discounts on childcare, fuel, bus passes and fitness membership, free uniforms and free uniform cleaning, and tuition reimbursement.</p> <p>Who We Are: We're not just in the business of entertainment; we're in the business of crafting unforgettable experiences. We believe in the power of possibility, to unite and uplift, rallying around every triumph, big and small. At Mystic Lake and Little Six, every moment is a chance to be the experience.</p> <p>Different backgrounds, different strengths, and different passions, we value the diversity that everyone brings to the table. Our values are a direct reflection of the diverse communities that we proudly serve, represent, and invest in. We invite you to the place to learn, grow, thrive and lead. Let's create moments that matter, celebrate diversity, and build a brighter future for all.</p> <p>Be the Experience. Be Bold. Be Mystic.</p>