Manager - Expo IT Services

About the role

The Manager – Expo IT Services oversees the convention center area of the infrastructure environment and leads a team of engineers. This role involves recommending, implementing, and maintaining Venetian Expo infrastructure according to company standards and industry best practices.

Responsibilities

• Manage the prioritization and allocation of work across the Expo IT Services team.
• Ensure all Expo systems and equipment are configured and functioning properly in accordance with established Service Level Agreements (SLAs).
• Manage assigned staff to include hiring recommendations that encompass the company's diversity commitment; training; coaching; performance feedback, recommending and administering discipline, and scheduling.
• Provide expertise in areas of application/software/hardware fixes, tuning, performance monitoring, troubleshooting, deployment, support, and documentation of standards and procedures for the administration of maintenance in all supported environments.
• Coordinate and collaborate on incidents, service requests, and changes with other engineering and operations resources including Network Support, Solution Analysts, Development, Datacenter Operations, Power Systems, Systems, and QA.
• Coordinate and work with technology VARs, manufacturers, and other third-party suppliers of goods and services to deploy and maintain technology services to Team Members and guests.
• Prioritize service requests and collaborate with various stakeholders and interested parties (Internal/external) on project-related activities.
• Assess level of effort (LOE) of in-scope work and projects and align Expo IT Services resources accordingly.

Additional Duties & Responsibilities

• Help manage delivery of minor projects to ensure they are on time and on budget.
• Implement effective strategies to improve Expo IT Services team member performance.
• Help to continuously build out knowledgebase of Expo IT Services troubleshooting resolutions.
• Analyze service requests and maintain performance metrics to identify areas for continuous improvement. Implement a strategy to execute improvement plans.
• Provide status reporting and results of continuous improvement efforts.
• Schedule resources to ensure 24x7 coverage of all critical Expo systems and applications.
• Align resources to specific platforms and/or applications based on subject matter expertise.
• Ensure cross-training on all critical Expo-related systems and applications.
• Develop metrics and strategic initiatives for the Expo area under the guidance of the Manager – Network Support.

Qualifications

• Must be at least 21 years old.
• Must have proof of authorization/eligibility to work in the United States.
• A high school diploma is required.
• A bachelor’s degree is preferred.
• Must be able to obtain and maintain a Nevada Gaming Control Board Registration and any other certification or license, as required by law or policy.
• At least 5+ years’ experience with a variety of technology platforms (e.g., Routing, Switching, VPN, Load Balancing, Proxies and Firewalls, WLAN) is preferred.
• At least 3+ years’ experience in a similar team leader (or equivalent) role; management of service delivery and support application activities and resources preferred.
• At least 3+ years’ experience with service desk tools and workflow processes.
• At least 3+ years’ experience with problem and resolution management and other service delivery and support methodologies.
• Strong understanding of ITIL change management processes.
• Experience with convention and hospitality applications knowledge is preferred.
• Leadership of cross-functional teams.
• Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of different backgrounds and levels of experience.
• Must be able to work varied shifts, including nights, weekends, and holidays.

Physical Requirements

• Must be able to lift or carry 20 pounds, unassisted, in the performance of specific tasks, as assigned.
• Physically access all areas of the property and drive areas with or without a reasonable accommodation.
• Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts.
• Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts.
• Ability for prolonged periods of time to walk, stand, stretch, bend, and kneel.
• Work in a fast-paced and busy environment.
• Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, dust, and cigarette smoke.