Supervisor - End User Services

Job Description

The End User Services Supervisor manages daily desktop support operations and personnel in support of end-user devices and maintenance of operating procedures.

Key Responsibilities:

• Manage and supervise the daily activities of the PC technician group function, to include training, coaching, organizing, planning, and staffing operations
• Oversee the deployment, maintenance, support and upgrade of desktop PC's, software, operating systems and printers, including telephones
• Develop and review procedures for desktop support operating/procedure manuals
• Direct system and operations support relative to the maintenance and enhancement of desktop operating systems; serve as a liaison to outside vendor of operational systems
• Prepare operational reports and analyses setting forth progress, adverse trends and appropriate recommendations or conclusions
• Determine fiscal requirements and prepare budgetary recommendations; prepare proposals for capital and operating expenditures; requesting quotes from Vendors, creating Purchasing *Requisitions, checking PO’s and invoices.
• Manage inventory levels for all spare parts and equipment for the Department
• Recommend various personnel actions including, but not limited to, hiring, performance appraisals, promotions, transfers, and vacation schedules. Perform other related duties incidental to the work described herein
• Directly support all levels of Management including Senior Executives and VIP’s with all aspects of their technical needs
• Perform end-user training (case-by-case basis)
• Enforce internal IT Policy and Procedures as it relates to helpdesk operations

Qualifications

• A minimum of three (3) years of directly applicable IT experience in a desktop support role
• At least a minimum of four (4) years demonstrated, recent support/troubleshooting experience in all aspects of Windows XP, Windows 7, MS Office 2007 and 2010, Internet Explorer 7/8/9/10
• Minimum of three (3) years in a customer service role and/or Supervisory role within an IT support team
• Demonstrated ability to setup and configure mobile devices of all OS types, including Blackberry, Android, Apple iOS, Windows Phone
• Exceptional organizational skills, excellent communication skills, and can demonstrate problem solving skills. Considered an out of the box thinker and displays a willingness to learn
• Strong MS Office 2007/2010 knowledge both from a user and troubleshooting perspective, especially Outlook, Excel, Word, and PowerPoint
• Solid understanding of the components of PC hardware and previous experience installing Operating Systems and software on to bare hardware
• Basic understanding of networking concepts, including LAN/WLAN/WAN, TCP/IP, ICMP, 802.1x authentication, 802.11 wireless networking, DNS, DHCP, VPN, RSA, proxy, certificates and FTP (SSL & SSH) and ability to troubleshoot connectivity issues for end users
• Excellent customer service skills, a strong work ethic, and is a team player with the ability to work well independently
• Excellent interpersonal skills, and experience working with and supporting users at all levels of the organization
• Adhere to internal IT Policy and Procedures as it relates to End User Services operations
• Candidates must be able to cope with stressful situations and frustrated customers in a calm and appropriate manner
• Demonstrated ability to multi-task and work independently with minimal supervision
• Candidates may be required to lift/move PCs and other IT equipment up to no more than 40lbs. May also be required to push/pull carts greater than 40lbs
• The End User Services team is a 24x7 operation. Candidates must be very flexible and willing to work during holidays and on shifts as required
• Shifts may be changed based on coverage requirements and special events
• Candidates may be asked to work longer hours on a case-by-case basis

Preferred

• Bachelor of Science in Computer Science, Information Systems, or similar disciplines
• IT related certifications preferred – e.g. A+, Network+, Security+, ITIL or MCP
• Understanding of Microsoft Exchange and experience supporting users working with Outlook 2010 and Exchange 2010
• Precious experience in gaming, hospitality and retail systems
• Understanding of basic ITIL principals
•  Windows scripting skills (wscript, cscript, batch files)
• Experience supporting systems used by the hotel/casino resort – including IGT/Acres, Micros POS, Micros Opera, and NSB

Additional Information

Wynn Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Wynn Resorts does not discriminate on the basis of disability, veteran status or any other basis pro