SUMMARY The Information Technology (IT) Manager is responsible for the successful execution of all IT initiatives by ensuring maximum internal and external customer service through strategic planning, tactical execution, and successful operation of all Ellis Entertainment technology and system processes. This position will lead IT Technicians and Video Department Team Members through coaching and development, ensuring a superior customer experience. SPECIFIC DUTIES AND RESPONSIBILITIES The work environment characteristics described here represent those a Team Member encounters while performing the essential functions of this job with or without reasonable accommodations.This list of duties and responsibilities is not intended to be all-inclusive but a general illustration.It may be expanded to include other duties and responsibilities deemed necessary.
- Lead site IT staff activities, delegate assignments, manage and distribute workload among available staff resources, and coordinate IT staff to resolve and/or report escalated problems.
- Manage ticket system to ensure proper sequencing of efforts by IT staff. Act as liaison between site resources and corporate resources to escalate tickets as needed and collaborate on multi-site issues.
- Ensure IT Technicians follow Service Level Agreement (SLA) protocols to resolve issues in a timely manner.
- Maintain strict confidentiality when handling sensitive device information, including policies, procedures, revenue, budgets, and any other confidential or proprietary information.
- Manage approved initiatives by coordinating with support teams within the IT department and vendors participating in projects.
- Assist in fulfilling requirements provided by vendors to finalize contracts.
- Identify and procure all materials and external resources required to meet project deadlines.
- Review, revise, and develop documentation that reflects IT policies, processes, and user guides/manuals.
- Required to respond to recognized regulatory entities regarding any reported infraction to regulations.
- Assist the Director of IT in researching compliance regulations as needed for potential IT acquisitions related to gaming operations or other related business operations.
- Adhere to and ensure personnel strictly comply with Ellis Entertainment policy and procedures, IT procedures, internal controls, Kentucky Horse Racing Commission (KHRC) rules and regulations, and federal and state regulations.
- Build positive relationships with Ellis Entertainment personnel and guests by providing exceptional customer service and fostering a collaborative work environment for all team members.
- Perform additional duties and responsibilities as necessary or assigned.
STANDARDS OF PERFORMANCE
- Ability to read, analyze, and interpret standard documentation.
- Identify problems, collect data, establish facts, and draw valid conclusions.
- Interpret an extensive variety of instructions, troubleshooting when necessary.
- Achieve operational excellence by demonstrating effective leadership skills.
- Maintaining a professional working relationship among all team members.
- Effective oral and written communication skills.
- Works well under pressure in a fast-paced environment.
- Able to work a flexible schedule, including some nights, weekends, and holidays.
- Able to obtain and maintain a valid Kentucky gaming/racing license and a Race and Sportsbook Employee License
EDUCATION, TRAINING, AND EXPERIENCE
- A bachelor's degree or 5+ years of relevant management experience is required.
- Experience in Microsoft environments, network management, and IT security.
- Proficient in basic computer skills (e.g., Word, Excel, PowerPoint, Outlook.)
- Proficient in network technologies (e.g. Cisco (call manager, unity messaging system, Linus OS, SAN, Point of Sale System, Accounting/HR Software, Audio/Video systems, HHR Machines and Gaming systems, and Security/Surveillance system).
- Preferred system-related certification (MCITP, MCDBA, VCP, etc.), security-related certification (CISSP, Security +, etc.), and/or network-related certification (CCNA, Network +, etc.)
ESSENTIAL PHYSICAL REQUIREMENTS
- Requires the ability to hear, sit, stand, talk, and walk with repetitive use of hands 51-100% of the time.
- Up to 25% travel when necessary
- Requires the ability to balance climb, bend over, crawl, crouch/stoop, kneel, reach overhead a turn/twist 1-24% of the time.
- Requires the ability to push/pull, carry, lift, slide/transfer 1-50+ lbs. 1-24% of the time.
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