IT Help Desk Supervisor - Gila River Resorts & Casinos

Closing Date: September 30, 2024 at 4:00PM

Salary: Depending On Experience (DOE)

This position supervises the day-to-day activities of the Help Desk Technicians personnel and performs evaluative and administrative duties to monitor the shift operation that contributes to the satisfactory motivation and morale of assigned staff, as well as demonstrating the GILA WAY.

Essential Duties and Responsibilities:

• Promotes and provides excellent guest service experiences to both internal and external guests.
• Acts as the point of contact for all departments relating to Information Technology issues.
• Responsible for assigning and following up on IT issues submitted to the department.
• Assist the Help Desk Manager with incidents and disputes relating to employees, guests, inter department, etc.
• Responsible for proper shift change schedule to ensure efficient coverage.
• Maintains a dependable work attendance record with extremely infrequent absences and/or lateness.
• Performs other special projects and duties as assigned.

Directly supervises multiple employees. Carries out supervisory responsibilities in accordance with the organizations policies and applicable laws.

Skills/ Requirements

• HS Diploma or equivalent required. Associate's Degree in Computer Science or related major preferred.
• Experience or training in Information Technology operations required.
• Supervisory experience preferred.
• Ability to work independently and troubleshoot problems.
• Must possess a valid AZ driver's license and clean driving record for the past five (5) years.
• Ability to perform the GILA WAY which is as follows; Greet our guest, Interact positively with our guest, Listen actively to our guest, Appreciate our guest.
• Must possess excellent guest service skills, strong telephone etiquette, a self-starter wit the ability to follow up and complete tasks in a timely manner with minimum supervision.
• Strong interpersonal and communication skills, both written and oral.
• Must pass a pre-employment drug/alcohol test and agree to maintain a Drug-Free Workplace as a condition of employment.
• Must pass a full background check to be certified/licensed prior to employment.
• Must be able to work in a smoking environment.