Uline

Position Summary: The job of IT Helpdesk Manager was established for the purpose of managing / administering the IT team of Desktop Technicians; directly managing all grades of Desktop technicians, providing instruction and advice to IT staff and end users when applicable; Measuring customer satisfaction. The IT Helpdesk Manager will work directly with the IT Director for escalation and effective workflow between the Helpdesk and Systems Team.

Duties:

• Manages the Helpdesk staff (Desktop Technician’s) including training, performance evaluations, promotions, hiring, disciplinary responsibilities and staffing to ensure coverage.
• Oversee 100% of the requests, incidents and problems that come into the IT Helpdesk.
• Develop and mature phone/ticket escalation process to ensure free flowing escalation and information within the organization.
• Ensure Helpdesk work orders are being resolved to their root cause and communicated appropriately to internal and external customers.
• Participates in the development of internal IT planning and activities with personnel in IT and of other departments.
• Manages the maintenance of Information Technology Knowledge Base, ensuring content is current and relevant.
• Develops processes and procedures for the Helpdesk and provides regular reports.
• Assist in the annual review of internal Service Level Agreements and on-going management of service level compliance.
• Assist the Director of IT with the preparation and administration of departmental budget, business plans and metrics.
• Participate in the Information Technology department change management and incident reporting processes.
• Maintains excellent grooming habits and personal conduct according to Twin Pine Casino standards.
• Keeps current on technical, industry, and business issues and trends.

o Perform other duties as may be required by the position, or as directed by Supervisor.

o Write routine reports and correspondence and effectively communicate before groups of customers or employees of casino.

Physical Demands:

Prolonged periods of sitting, walking, standing, indoors and outdoors, and ability to lift 50+ pounds.

Qualifications:

Knowledge: Basic and advanced computer systems, equipment, applications, operations and associated peripheral equipment; common methods, tools and procedures used in the installation, repair, maintenance, enhancement and configuration of technology systems, peripheral equipment and work stations; advanced principles of project management, inventory management and appropriate methods of record keeping software and standards; effective methods of communication, including report writing and verbal communication.

Abilities: Learn and apply all required knowledge as determined by the IT Director; Excellent interpersonal communication skills, (verbal, written and listening) since he or she will have daily interaction with faculty, administrators and staff. Proficiently train and manage employees, ensuring IT service desk staff meet SLA’s and deadlines set by IT Management; Provide exceptional documentation; Utilize effective time management skills; Sets and adheres to deadlines; Have a commitment to quality, client-oriented service.

Any combination of experience, education and training may qualify if it provides for the required knowledge and abilities.

High school diploma or equivalent required. Training and experience equivalent to an AA/AS degree in computer science or a related field from an accredited college or university with 3+ years of progressively responsible experience providing computer help desk service in a professional business environment. Knowledge and experience in managing and maintaining an ITIL v3 complaint Service Desk.

Must pass a background investigation conducted by the Middletown Rancheria Tribal Gaming Regulatory Agency and pass pre-employment drug test, and finger printing. Must be available to work flexible hours, weekends, holidays, after hour calls and overtime. Must have the ability to fulfill work schedules routinely and punctually.

Job Type: Full-time

Pay: $25.00 - $27.00 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Overtime

Experience:

• IT: 2 years (Required)

Ability to Commute:

• Middletown, CA 95461 (Required)

Work Location: In person