Supervisor, Technology Operations

Key Responsibilities

• Supervise and develop IT Service Technicians to ensure operational excellence and adherence to IT standards
• Monitor service tickets and incident queues to meet SLA targets and ensure timely resolution
• Act as primary escalation point and coordinate resolution of critical issues
• Manage staffing schedules, timekeeping, and coverage for continuous operations
• Prioritize workload based on business impact and operational requirements
• Develop, maintain, and enforce SOPs, standards, and documentation
• Lead IT audit activities (OCCC, internal, external) and ensure compliance readiness
• Collaborate with vendors and business stakeholders to support technology initiatives
• Drive process improvements to enhance efficiency, service quality, and performance
• Provide technical support and assist with operational coverage as needed

Qualifications

• 3–5 years of experience in Level II or higher IT support role
• Strong knowledge of IT operations, systems, networking, and security
• Gaming and hospitality technology experience preferred
• Proven leadership, coaching, and team development skills
• Ability to align IT services with business and operational priorities

Work Expectations

• Serves as the primary escalation point outside standard hours to support 24/7 operations
• Flexibility to work varied shifts and provide coverage based on business needs is required

Benefits

Comprehensive benefits package allowing team members to stay healthy, plan for their future, and maintain a healthy work-life balance. Details available at www.gotoworkhappy.com/benefits.