Position Summary:

The IT Technical Manager is responsible for leading the IT support teams across all departments, ensuring efficient and high-quality technology services. This role serves as the primary point of contact for IT support issues and escalations, particularly for executive leadership and property teams. The IT Technical Manager drives the development and implementation of IT support strategies, promotes service excellence, and fosters collaboration across the IT department to ensure business continuity and minimize disruptions. This position will directly report to the Director of IT Operations.

Essential Functions:

• Responsible for practicing, supporting, and promoting North Fork Mono Casino & Resort's culture and demonstrating exemplary Service Standards at all times.
• Lead, mentor, and manage IT Support Technicians.
• Serve as the primary IT point of contact for all executive leadership and department management teams, ensuring prompt and effective communication and resolution of issues.
• Oversee the IT support ticketing system, ensuring timely and thorough resolution of all technical issues.
• Establish and maintain strong working relationships with department heads, executives, and team members.
• Monitor IT systems and networks for issues, proactively identifying and resolving potential problems to prevent service disruptions.
• Develop and implement IT support policies, procedures, and best practices to improve service delivery and operational efficiency.
• Regularly review and analyze support metrics, prepare reports for IT leadership and identify areas for improvement.
• Coordinate and manage on-call rotations and after-hours support for critical issues.
• Collaborate with other IT areas to develop and execute projects that enhance the overall technology infrastructure.
• Manage the procurement of IT equipment and software, ensuring that purchases align with budgetary and operational requirements.
• Lead IT project initiatives, including planning, execution, and successful delivery of key technology projects across the organization.
• Ensure all IT support activities are conducted with a high level of professionalism, urgency, and customer service.
• Other duties as assigned.

Required Skills/Abilities:

• Strong technical aptitude and a deep understanding of hardware, software, and systems, including Microsoft applications, iOS devices, CMS, and POS systems.
• Proven leadership skills with the ability to manage and motivate a diverse team of IT professionals.
• Excellent communication and customer service skills, with the ability to convey technical information to both technical and non-technical audiences.
• Strong organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Ability to work effectively under pressure and maintain control in critical situations.
• Ability to act with integrity, professionalism, and confidentiality.

Minimum Qualifications:

• Bachelor's degree in technology related field; or equivalent combination of education and work experience.
• Minimum of five (5) years of IT support experience, with at least two (2) years in a supervisory or managerial role required; gaming industry experience preferred.
• Technical certifications such as A+, Network+, or Microsoft certifications are preferred.
• Must be able to obtain and maintain a Gaming License from the Tribal Gaming Commission, which includes passing a background investigation.
• Must be at least 21 years of age.

Physical Requirements:

• All work is performed on site in Madera, CA.
• Manual dexterity to operate job related equipment.
• Ability to lift up to 50 lbs. with or without assistance.
• Ability to sit, stand or walk for the duration of the shift.
• Able to sit at a computer for extended periods of time.

Work Conditions:

Team Members will be in constant contact with fellow Team Members and Guests. Work may be performed alone or with others in an area sensitive to public access. Work includes the maintenance and care of the assigned work area. Work is typically in an area which may be unusually hot, cold, noisy, and may contain secondhand smoke. Work may entail trained chemical usage. Work is in a high volume, fast paced environment with frequent interruptions. Work may be scheduled at various hours, including working overtime, and during evening, weekends, and holidays. Work may include irregular hours, workload and priority changes

Important Notices:

• When selecting candidates for employment, qualified Native American applicants will be given preference over non-Native American applicants, provided they meet the minimum qualifications for the position.
• This job description is not an exclusive or exhaustive list of all job functions that a Team Member in this position may be asked to perform from time to Duties and responsibilities can be changed, expanded, reduced, or delegated by Management to meet the business needs of the property.

Pay Details