Lead Field Support Analyst

Under the direction of the Senior Manager Operations IT, the Lead Field Support Analyst will monitor, evaluate staff, and project progress. This role will assist with training and ensure all customer service standards are met as directed by the IT leadership. Responsibilities include training employees; planning, assigning, reviewing, and directing work. This position focuses on technical guidance and mentorship to the team, as it is a significant attribute of the role.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1.  Supports leadership in managing daily operational activities (workload balancing, priority setting) to exceed business needs, while ensuring alignment with operational support department directives and service-level agreements.  
2.  Trains, coaches and directs Field Support Analysts to help develop and maintain effective best in-class standards.  
3.  Acts as an escalation point for the Field Support Analysts, to support teams and troubleshoot more complex issues.  
4.  Leads and participates in IT asset tracking, inventory management, and vendor relationships, ensuring efficient lifecycle management of hardware and software resources.
5.  Provides technical guidance and solutions for enterprise hardware and software issues, ensuring alignment with organizational standards.
6.  Provides advanced troubleshooting on critical issues to maintain system availability within expected performance metrics.  
7.  Evaluates and resolves time‑sensitive technical issues independently, escalating risks, service impacts, and significant changes to appropriate leadership or support teams.  
8.  Designs and implements repeatable, auditable processes to meet the needs of a fast-paced organization and establish best-in-class standards.
9.  Leads/coordinates field deliverables for IT projects (e.g., hardware refreshes, office moves, software deployments), meeting scope, schedule, and quality targets, reports status and risks to IT leadership.
10.  Performs other duties as assigned to support the efficient operation of the department.

 EDUCATION, EXPERIENCE AND QUALIFICATIONS

• Associate’s Degree in computer science or a related field required.

• Minimum Six (6) years of relevant IT work experience required. With at least three (3) years of hands-on experience with hardware, software, networking, telecom, and troubleshooting preferred.

• Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

• Technical troubleshooting experience includes documented ability to analyze and diagnose network computer, and telecom system issues.

• Ability to solve technical problems, work well under stress, and follow instructions.

• Experience working in a casino or the Gaming industry is preferred.

• Ability to de-escalate tense situations to problem-solve effectively.

• A highly self-motivated and directed individual with keen attention to detail and proven analytical and problem-solving abilities.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Leads and participates in IT asset tracking, inventory management, and vendor relationships, ensuring efficient lifecycle management of hardware and software resources.

• Ability to work any assigned shift (day/swing/graveyard).

• Must have strong verbal and written communication skills that allow a non-technical end user and/or senior executive to understand the message presented.

• Proven ability to create a positive and professional business relationship with internal and external clients as well as third-party service/product providers.

• Must have experience demonstrating the utmost discretion and confidentiality in handling private information.

• Ability to coach, mentor, motivate, and lead team members by example.

LICENSES, CERTIFICATIONS AND REGISTRATIONS

• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.

• As a condition of employment and shift rotations, candidates and incumbents may be required to pass pre- and post-employment screening including Live-Scan, background, drug testing, and tuberculosis (TB) testing. 

• Professional certifications such as ITIL Foundation, A+, Network+, Security+, and Microsoft Certified Professional (MCP)/Microsoft Certified Systems Administrator (MCSA) are preferred.

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