IT Supervisor

About the role

At Atlantis Casino Resort Spa, we are more than just a premier destination for luxury gaming and hospitality in Reno, Nevada; we are creators of unforgettable moments. Our commitment to excellence shines through our exceptional gaming, exquisite dining, and indulgent spa services, all set in an inviting and sophisticated atmosphere. As a family-owned business, we prioritize nurturing lasting relationships with our guests and the community, ensuring that every interaction is warm, memorable, and tailored to foster a true sense of belonging.

This position is responsible for the operations and supervision of the IT helpdesk and IT Technicians.

Atlantis Casino Resort Spa fosters a team‑working environment and an environment focused on team member recognition and appreciation.

Responsibilities

• Works with management to develop plans, forecasts, and budgets for the I.T. Department.
• Creates and manages escalation procedures and ensures service levels are maintained for the I.T. Helpdesk.
• Documents, tracks, and monitors problems to ensure resolution in a timely manner.
• Identifies, researches, and resolves complex technical problems.
• Develops IT tech schedules, prioritizes support calls and resources for installation and support.
• Collaborates with management to develop helpdesk standards.
• Creates and manages procedures.
• Documents and trains on all work performed.
• Prepares progressive reports for all work performed.
• Works with Atlantis systems group to install, configure, and troubleshoot servers, applications, equipment and systems.
• Works with AV to install, configure, and troubleshoot servers, applications, equipment and systems.
• Motivate the team to increase same day help desk case closing percentage annually.
• Prove the ability to prioritize helpdesk issues and resources in an efficient manner.
• Maintain all server updates and patches in congruence with the Monarch IT department.
• Full knowledge of the network topography, and system integration within the corporate environment.
• Handle project planning and organization.
• Ability to facilitate installs, upgrades, etc. with our team. Coordinating with other departments as well.
• Offer input to management for new solutions and/or feedback on current solutions that help our team become more efficient.
• Mentor the technicians in the IT Department, and help them acquire knowledge of our systems.
• Other duties as assigned by management.

Qualifications

• Demonstrated excellent guest service.
• Preferred 1 year supervisory experience.
• Preferred 2 years IT Helpdesk experience.
• Able to prioritize and get projects done in a demanding environment.
• Preferred Microsoft certifications.
• Experience with TCP/IP and other networking protocols and concepts.
• Experience with Operating systems such as; Workday, Windows, OS400, Linux, OSX.
• Experience with personal computers, servers, and like technology.
• Ability to work long periods on their feet.
• Ability to lift 50lbs.
• Ability to continually use ladders.
• Able to obtain a Nevada Gaming License.
• Must adhere to all grooming standards, no "visible" tattoos/piercings or unnatural hair colors***.

While performing the duties of this job, the employee may be required to stand; walk; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel crouch or crawl; talk, and hear. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to focus.

Benefits

• Comprehensive benefits (medical, dental, vision, supplemental coverage)