Overview Full-Time | ON-SITE | Leads All 3 Shifts | • Lead the Team that keeps Resorts Casino Hotel connected Are you an experienced IT support professional who enjoys leading people as much as solving problems? Do you want to build a team that keeps a busy, 24/7 resort running smoothly? Resorts Casino Hotel is seeking a hands-on IT Support Services Supervisor to lead our team of IT Support Services Technicians across all three shifts in Atlantic City, NJ. Located on the Atlantic City oceanfront, Resorts is a place where hospitality, entertainment, and regulated gaming come together, and where technology supports nearly everything our guests and employees do. This is a 100% on-site position for a leader who is comfortable being on the floor with the team, coaching technicians, resolving escalated issues, and delivering outstanding service in a fast-paced, around-the-clock environment. Responsibilities You will supervise and develop the technicians who support our 24 x 7 Service Desk and provide on-site and remote technical support across the property, while keeping our systems and devices reliable and our customers well served. • • Supervise, schedule, coach, and evaluate IT Support Services Technicians (Tech I, II, and III) across all three shifts, ensuring consistent coverage and smooth shift-to-shift handoffs. • Participate in recruiting, interviewing, onboarding, training, and cross-training of technicians, and help grow their technical skills. • Provide immediate, direct support to technicians, including after hours when needed. • Promote the highest caliber of customer service to Resorts employees and guests; proactively pursue service issues and resolve them quickly. • Establish, track, and report against customer service levels, and keep users informed on the status of their requests. • Help maintain and report on the Help Desk, monitoring the ticket queue and escalating issues as appropriate. • Act as a key contact for on-site and remote user problems and inquiries and communicate proactively about system availability and scheduling. • Participate in and/or lead the weekly service review team meetings and deliver status updates to IT management and department leaders. • Help ensure the reliability and availability of company computer systems, with minimal disruption to business operations. • Ensure operating procedures are clearly defined, and technicians are trained to minimize downtime and recover quickly when it occurs. • Oversee endpoint device management, including PCs, printers, networked devices, telephones, radios, and mobile phones: inventory, protect, upgrade, repair, and retire. • Manage the hardware inventory rooms so replacement parts and supplies are organized, stocked, and easy to find. • Help keep hardware and software at current release levels and support preventive maintenance. • Protect computer equipment and company records by following established safety, security, and emergency procedures. • Research new hardware, software, and emerging technologies that improve efficiency. • Participate in departmental projects, up to and including leading them with internal and external resources. • Create and maintain process and procedure documentation and make sure the whole IT team can access it. • Other: Perform other duties as assigned. Qualifications • • Minimum of 6 years of IT experience, including at least 3 years in an IT service desk, IT operations, or field technician customer service role for a large enterprise. • Demonstrated experience supervising or leading technical support staff. • Hands-on experience with help desk (ticketing) and remote-control software. • Excellent analytical, problem-solving, critical thinking, and decision-making skills. • Strong interpersonal skills and the ability to communicate clearly, both orally and in writing. • Strong project management skills and the ability to manage multiple assignments under time constraints. • Ability to work holidays, weekends, and flexible shifts or unusual hours as needed. • Valid driver’s license and reliable transportation to be on-site. • Ability to obtain and maintain a New Jersey Casino Employee Registration. • Must be legally authorized to work in the United States. Resorts does not sponsor employment visas now or in the future. Preferred • Four-year degree in Computer Science or a related field (equivalent business experience considered). • Experience leading a multi-shift team in a 24/7 environment. • Experience in a casino, gaming, hospitality, hotel, or other mission-critical environment. • Relevant IT service management or technical certifications. Pay Rate $60,000-$80,000 Essential Functions ** All applicants must be able to perform the essential functions of this position, with or without reasonable accommodations. ESSENTIAL PHYSICAL FUNCTIONS • (O) Standing • (F) Walking • (F) Sitting • (O) Kneeling • (N) Running • (O) Lifting Max Weight: 100 lbs • (N) Pushing Max Weight: N/A • (N) Pulling Max Weight: N/A • (N) Carrying Max Weight: N/A • (O) Bending • (O) Stooping • (O) Climbing Stairs • (N) Climbing Ladders Max Height: N/A • (N) Working at a Height Level Above The Floor Max Height: N/A • (N) Finger Dexterity • (F) Full Use of Both Hands • (N) Crawling • (N) Balancing • (N) Throwing • (N) Twisting • (O) Reaching Max Height: 3’ • (N) Driving • (N) Working On or With Moving Machinery • (N) Working at Rapid Work Speed • (O) Working in Isolation • (C) Working Around People • (C) Hearing Conversation • (N) Hearing High Acuity • (C) Speaking Clearly • (C) Seeing Near • (O) Seeing Far • (N) Seeing – Depth Perception • (N) Seeing – Color Vision ESSENTIAL MENTAL FUNCTIONS • (F) Writing English • (F) Reading English • (C) Speaking English • (F) Working under Pressure/Stress • (O) Speaking With Guests/Customers • (F) Speaking With Employees • (F) Working with Basic Math Skills • (F) Making Decisions Based On Facts • (F) Making Decisions Based On Data • (O) Making Decisions Based On Personal Judgment • (F) Making Accurate Measurements According To Set Standards • (F) Planning and/or Supervising the Activities of Others ESSENTIAL INTERACTIVE FUNCTIONS • (O) Working under Close Supervision • (F) Working under Minimal Supervision • (F) Working and Interacting With Management in a Professional and Courteous Manner • (F) Working and Interacting With Co-Workers in a Professional and Courteous Manner • (O) Working and Interacting With Guests in a Professional and Courteous Manner ESSENTIAL ENVIRONMENT FUNCTIONS • (C) Working Inside • (N) Working Outside • (F) Working in a Fast Paced Environment • (N) Exposed To Chemicals • (O) Exposed To Dust, Fumes, Gases • (O) Exposed To Smoke • (N) Exposed To Excessive Noise • (O) Working in Dimly Lit Areas • (N) Working in Sudden Marked Changes of Temperature and Humidity KEY • Not Applicable (N) • Occasional (O) Under 2 hours • Frequent (F) 2 hours to 5 hours • Constant (C) more than 5 hours • REVISION DATE(S): 11/18/2022; 09/28/2026