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The SHOW comes alive at MGM Resorts International Have you ever wondered what it would be like to work in a place full of excitement, diversity, and entertainment? Are you enthusiastic about being a team player in one of the most fascinating industries in the world? At MGM Resorts, we seek individuals like YOU to create unique and show-stopping experiences for our guests. THE JOB:
The Manager of Technical Support will oversee the daily operations of the Technical Service Engineer (TSE) team, including team management and supervision. This role involves supporting the information systems server and network infrastructure, encompassing administration, configuration, physical security, backups, and database management. Additionally, the Manager will provide on-site support to internal customers while ensuring excellent guest service. All responsibilities will be carried out in compliance with federal, state, and local laws, as well as company policies, procedures, and practices. THE DAY-TO-DAY:
Lead and manage the TSE team, overseeing hiring, training, performance, and policy enforcement. Collaborate with Corporate and Regional IT teams to implement data center equipment standards and manage server, storage, and network installations. Prioritize and execute technical support services, ensuring efficient issue resolution and service delivery. Oversee help desk ticket queues, ensuring timely and quality resolution. Perform troubleshooting and maintenance on servers, network devices, and infrastructure, ensuring system uptime. Maintain system, network, and licensing documentation, ensuring compliance and optimal performance. Analyze system performance data to drive improvements in incident resolution and service quality. Manage virus protection and ensure system security. Develop, audit, and improve TSE Service Level Agreements (SLAs). Address guest inquiries and resolve complaints, ensuring exceptional service.
THE IDEAL CANDIDATE:
Bachelor's degree or equivalent experience in Computer Science or related field. 2+ years of relevant experience in Information technology operations experience that includes experience in leading an IT help desk technical dispatch team in a Microsoft environment. Expertise in operating systems internals, internet protocols, and system utilities. Available for on-call support and emergency response. Proficient in troubleshooting equipment (POS systems, printers, kiosks, thin clients). Skilled in remote control tools and automation for issue resolution. Experienced in installing/upgrading server and PC hardware/software and evaluating performance. Knowledgeable in LAN/WAN networking, servers, network devices, and printers. Strong analytical, organizational, and communication skills. Able to lift 30 lbs and perform physical tasks (standing, walking, bending). Capable of multitasking, working independently, and meeting deadlines. Flexible schedule for extended hours, weekends, and holidays. Excellent customer service and interpersonal skills.
THE PERKS & BENEFITS:
Wellness incentive programs to help you stay healthy physically and mentally Access to company hotel, food and beverage, retail, and entertainment discounts as well as discounts with company partners on things like travel, electronics, online shopping, and more Free meals in our employee dining room Free parking Health & Income Protection benefits (for eligible employees) Professional and personal development through programs and networking opportunities as well as volunteer opportunities in the community
VIEW JOB DESCRIPTION: https://mgmresorts.marketpayjobs.com/ShowJob.aspx?EntityID=2&jobcode=19819 Are you ready to JOIN THE SHOW? Apply today!
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MGM Resorts International
Mar 07, 2025