Location: New York,NY, USA
POSITION OVERVIEWThe Director of IT Operations will be responsible for providing exceptional client service and leadership through the daily management and project oversight of a diverse team of technicians. The Director will develop and implement strategies, oversee operational functions, implement and improve existing systems and processes, and provide direct management oversight of the Customer Support team.ESSENTIAL DUTIES AND RESPONSIBILITIESThe following and other duties may be assigned as necessary:Lead, mentor, and train Service Desk team to drive continuous growth and improvement both in personnel and operations.Manage the Service Desk to improve skills and efficiency enabling the team to process incoming requests in a courteous, timely, and effective manner to meet or exceed service levels.Identify opportunities for improvement in workflows and technologies and drive the realization of those improvements both within and across teams.Serve as a guide and mentor to members of the Service Desk team to aid in their growth and development as the teams undergo growth and transformation.Participate and monitor onboarding of new Team Members including attending orientation meetings and following up on user experience.Ensure companywide services are performing as expected and capacity is measured accordingly.Participate in the Change Release Management process.Provide technical leadership, career development, coaching, and mentoring for full-time teams and contractors.Research emerging technologies to improve performance.Manage and support Tier I, Tier II technology systems including identity and access management, end-user hardware and software, core productivity and communications software, and tools supporting key business functions including Sales, Marketing, Operations, Customer Operations, Customer Support, Professional Services, and Finance.Manage the selection, relationship, and staffing of vendors and consultants as appropriate.Provide collaboration and support in areas including audio/video conferencing, enterprise file sharing, social media, governance & privacy policies.Support End User Compute Services including the standardization, procurement, and support of laptops, tablets, and mobile devices.Support service trouble ticketing including incident and problem management.Support endpoint security including identity and access management.Manage our hardware asset inventory, including purchasing, inventory management, and decommissioning.Ensure all IT support tickets are actioned and resolved in a timely manner, and that all responses reflect both the helpfulness and expertise of our department.Maintain and improve existing day-to-day operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, completing system audits and analyses, managing system and process improvement and quality assurance programs.Investigate escalated customer or client issues to determine root cause and recommend process or procedure revisions if appropriate.Maintain professional and technical knowledge by tracking emerging trends in call center operations management including benchmarking best practices.Temporary or permanent duties and responsibilities may be added to or modified as deemed necessary.QUALIFICATION REQUIREMENTSTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.Seven plus (7+) years of experience in software, systems, or service engineering disciplines.Extensive experience operating in multiple cloud environments, including AWS and Azure.Extensive experience with major gaming applications.Experience with and knowledge of ServiceNow and ITSM/ITIL.Prior experience managing IT Support services.Outstanding Service Level Management, Incident, Problem-solving and Change Management skills.Familiarity with a wide range of operational tools and concepts.A love of metrics and statistics.Passion for continuous improvement.End-user computing, client deployment and configuration.Strong background with Microsoft enterprise back-office and desktop technologies, including Active Directory, Exchange, Office365, SharePoint, Windows desktop and server, Identity Management, and Asset Management.Experience with IaaS/SaaS technologies such as AWS, Service-Now, etc.Experience with role-based access controls, security groups and enterprise group policies.Experience with compliance for regulated industries.Advanced Mac knowledge a plus.Ability to simultaneously manage several projects.Ability to provide leadership and direction contributing to the success of the organization through engaging, developing, and mentoring individuals and teams.Demonstrated ability in maintaining consistent, high quality service levels.Strong leadership skills and the ability to organize effectively, delegate responsibility, solve problems quickly and communicate clearly.SUPERVISORY RESPONSIBILITIESThis position supervises all positions within the Service Desk Department.DIVERSITY COMMITMENTFontainebleau Las Vegas is committed to ensuring an inclusive space and sense of belonging for our Members. We believe our workforce should reflect the vast diversity of the communities we serve, and that diverse voices should be intentionally integrated into our work. We foster a culture of difference and diversity of identity, experience, and perspective, while actively striving for inclusive behaviors across our Company. By promoting these values and continuously pushing for better, we aim to create a positive work environment that encourages equality, inclusion, empowerment, and respect.CERTIFICATES, LICENSES, REGISTRATIONSMember must be able to qualify for licenses and permits required by federal, state, and local regulations.LANGUAGE SKILLSAbility to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required.REASONING ABILITYAbility to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.PHYSICAL DEMANDSThe physical demands described here are representative of those that must be met by a Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the Member is regularly required to stand and use hands and fingers to handle or utilize objects, tools, or controls. The Member frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision and peripheral vision.The Member must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.WORK ENVIRONMENTThe work environment characteristics described here are representative of those a Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.Member could be exposed to an environment containing unrestricted secondhand tobacco smoke.PAY TRANSPARENCYFontainebleau Las Vegas believes in developing and supporting our talent into the future. Our compensation program is designed to attract, motivate, and retain talented Members who are the driving force behind the Company's success. We strive to provide market-competitive compensation. Salary will be commensurate with experience and skill set, considering a candidate's qualifications, skills, competencies, and experience, as well as internal equity and market data alignment.In alignment with our Company culture, we will strive to communicate openly about the goals of the Company and the design of the compensation program. The compensation process is designed to be fair and simple so that all Members and managers understand the Company's goals and future career development opportunities for upward mobility.$110 per year - $110 per year#J-18808-Ljbffr