MANAGER - SERVICE DESK Job Details | The Venetian Las Vegas

Position Overview:

The primary responsibility of the Manager – IT Service Desk is to manage a team of support specialists and technicians that provide first contact and timely, remote resolution of issues related to end user’s IT equipment, systems and services.

All duties are to be performed in accordance with departmental and The Venetian Resort’s policies, practices, and procedures.

Essential Duties & Responsibilities:

• Manage a support team that works to resolve a wide variety of issues with varying levels of complexity.
• Ensure run books are kept current and easily understood by support staff.
• Ensure the team provides exceptional customer service to guests and Team Members with incidents resolved within defined Service Level Agreements (SLA’s).
• Ensure support is available to the business through multiple and various methods of engagement (phone, email, chat, etc.)
• Consistently develop and mature processes to drive first call resolution rates while managing call abandonment levels.
• Ensure escalations are determined in a timely fashion and hand-off to receiving team(s) are well documented for proper follow up and resolution.
• Ensure 24x7x365 scheduling meets the business’ operational support needs.
• Continually strive to improve the customer experience and perception of the IT organization through positive communications and engagements.

Additional Duties & Responsibilities:

• Maintain monthly metrics for trends, patterns, areas for improvements, training and data driven decision opportunities.
• Hiring of new Team Members, promotions, creating a work environment that promotes teamwork, performance feedback, discipline, recognition, and termination; or managing the successful delivery of business initiatives leveraging 3rd party resources (i.e. inter departmental, vendors, contractor).
• Exercise staff oversight to ensure team members are managing their time effectively to produce deliverables.
• Contribute to the definition, execution, and reporting of departmental multi-year strategies and roadmap consistence with the overall Company goals and objectives.
• Maintain department SOPs in accordance industry regulations and corporate standards.
• Drive operational excellence by establishing performance goals, controls for the department.

Additional Duties & Responsibilities:

Additional Duties & Responsibilities:

Company Standards of Conduct All The Venetian Resort Team Members are expected to conduct and carry themselves in a professional manner at all times. Team Members are required to observe the Company’s standards, work requirements and rules of conduct.

Minimum Qualifications:

• 21 years of age.
• Proof of authorization/eligibility to work in the United States.
• Bachelor’s degree in relevant discipline or equivalent work experience.
• Must be able to obtain and maintain a valid Nevada Gaming Control Board registration and any other certification or license, as required by law or policy.
• 5 years of experience in Information Technology.
• ITIL Foundations certification or equivalent experience working within ITIL processes.
• 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:

• 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