TITLE:

IT Production Supervisor

LAST UPDATED:

June 7, 2021

DIVISION:

Finance

DEPARTMENT:

Information Technology

REPORTS TO:

IT Manager

FLSA STATUS:

Exempt

COMP LEVEL:

16

 

 

SUMMARY

Under direction of the IT Manager leads the System Admin and Service Desk teams in day to day support, configuration, and maintenance of enterprise systems, desktop PCs, and audio-visual equipment. Coordinates resolution of productivity and service responses issues for all IT teams.

 

The intent of this position description is to provide a representative summary of the major duties and responsibilities performed by this position. Employee(s) may be required to perform position-related tasks other than those specifically listed in this description.

 

Essential Job Functions:

• Oversees multiple teams of IT Systems Technicians and Systems Administrators in day to day support, configuration, and maintenance of enterprise systems, desktop PCs, and audio-visual equipment.
• Hires, trains, monitors, coaches, disciplines and makes work assignments to the Systems Admin and Service Desk teams.
• Implements procedures to ensure high quality service to both internal and external guests.
• Establishes processes for requesting, prioritizing, and documenting team projects, break-fix activity, asset and inventory control functions.
• Coordinates service level and technical production cooperation across all inter-disciplinary teams in the department to ensure productivity roadblocks are resolved.
• Institutes preventive maintenance routines and change control processes for assigned systems to ensure optimal operation while minimizing business impact.
• Creates procedures to ensure security, integrity, and recoverability of assigned systems.
• Reviews IT Systems Admin and Service Desk team workflows and makes recommendations to ensure adequate staffing to meet SMC business needs.
• Monitors assigned systems utilization and makes recommendations to ensure optimal operation.
• Ensures compliance of processes, procedures, and staff with all applicable regulatory frameworks.
• Evaluates systems educational needs of internal guests and creates training programs to provide adequate operational knowledge for best use of system resources.
• As assigned, participates in evaluation, selection, and implementation of systems as a project manager or project team member.

 

Spirit Mountain Standards:

• Delivers Spirit Mountain’s Spirit of Excellence by consistently modeling attitudes and behaviors in alignment with SMGI’s Pride Values, Brand Promise, and Business Vision.
• Learns, comprehends, and complies with all Company and departmental policies and procedures, MICS, gaming regulations, and Regulation Chapter 5 requirements.
• Follows all Corporate and departmental safety policies and procedures.

Supervisory Responsibilities:

• Carries out supervisory responsibilities in accordance with the organization’s policies, applicable laws, and regulatory frameworks.
• Interviews, hires, and trains employees.
• Plans, assigns, and directs work; appraises performance; rewards and disciplines employees; addresses complaints and resolves problems for employees as well as guests.
• Makes recommendations to the Manager for hiring and staff separations in accordance with company policies.

 

Required Knowledge of:

• IT governance and applicable regulatory frameworks (COBIT, ITIL, PCI, HIPPA, NIGC MICS)
• Computer hardware, software, basic networking, networking architecture and peripherals
• Systems administration with an emphasis on casino and hospitality systems.
• Service desk operations, SLAs, policies, reports, and documentation.
• Incident management, trouble-ticketing processes and systems.

 

Required Skill in:

• Supervising technical staff.
• Providing technical support to system end users.
• Expressing technical concepts effectively, both verbally and in writing
• Performing and coordinating service desk functions.
• Administration of enterprise applications and systems.
• Establishing and maintaining effective working relationships with others.

 

Education, Experience, Licenses, Registrations, and Certifications:

• Bachelor