Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status.  To see our fill list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits

Job Description:

Position Summary

Leads daily IT Operations support functions, ensuring Service Level Agreement (SLA) adherence, effective incident management, and alignment with business needs. Partners with leadership, vendors, and stakeholders to maintain system stability, regulatory compliance, and continuous service improvement within a 24/7 gaming and hospitality environment.

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

Licensing Requirement

Must be able to obtain and maintain an Ohio Gaming Occupational License.

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.