Technology Systems Engineering Supervisor

Essential Functions

• Support the management of the Helpdesk ticketing system, ensuring timely resolution of IT issues.
• Aid in analyzing new technologies and operational processes for potential improvements.
• Supervise, support, and mentor a team of 3-7 Helpdesk professionals.
• Coordinate IT issue escalations, ensuring efficient and effective resolution.
• Contribute to maintaining high service delivery standards and excellent customer relations.
• Generate reports on Helpdesk performance for review by the Helpdesk Manager.
• Participate in the implementation of strategic IT initiatives and budgeting for technology enhancements.
• Collate user feedback to assess service quality and identify improvement areas.
• Support the management of external technology partners and vendors, ensuring adherence to contracts.
• Assist in customizing helpdesk workflows to optimize user experience across various departments.
• Propose and implement approved efficiency and productivity enhancements.
• Contribute to the professional development of team members through career planning and mentoring.
• Stay updated on technological advancements to identify opportunities for competitive advantage.
• Adhere to ethical standards of professional conduct and act in a manner consistent with the organizations code of business ethics including but not limited to maintaining confidentiality, excellence, integrity, respect, responsibility, and trustworthiness.
• Perform other related duties as required.

Required

• A Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 3 years experience in an IT support role.
• At least 2 years of experience supervisory role within a helpdesk team, preferably in a multi-property environment.
• Ability to obtain and maintain a Nebraska Racing and Gaming Commission License.

Schedule

Varies