Leading the IT Department in a 24x7 environment providing outstanding customer service and support.
Liaise with management and users, and Corporate IT staff to ensure that business requirements are adequately met and that applications and systems are properly utilized.
Review current, monitor and implement Technology standards that are in accordance with Corporate IT standards
Participate in tactical and strategic planning for IT.
Provide and manage departmental staffing in accordance with company and corporate standards.
Develop, implement, and manage written standard operating procedures for day-to-day IT operations.
Establish, manage and operate an IT Service Desk that provide services to include incident management and issue escalation, service requests, change management and project management utilizing an IT ticket management and tracking system.
Establish an escalation procedure where monitored incidents are quickly reviewed and escalated to the appropriate SME’s (subject matter experts) that may include central Corporate team
Provide daily and periodic operational reporting as required by company and regulatory policies.
Ensure compliance with all operational and regulatory policies and guidelines.
Develop and manage the departmental budget.
Conduct on-going operational analysis and adjust procedures and equipment to ensure the highest possible availability of IT resources to all elements of the organization.
Organise and coordinate IT projects as may be required to update and maintain IT equipment and software at the front of the technological curve.
Work with the Corporate IT Staff, vendors, and industry technology forums to insure investment protection for the IT infrastructure.
Establish and maintain a relationship with IT vendors to provide maintenance and support of the IT Systems.
Provide time, equipment, and financial resources to keep staff professional certifications current and in concert with the evolving IT environment.
Monitor hardware and software licensing to ensure all equipment and software is properly licensed.
Ensure the continuity and availability of IT systems and resources to the business which are integrated into the corporate IT environment through proactive monitoring and management of these systems and resources with their associated hardware, software, and appliances.
Operations monitoring includes performance and capacity planning, dashboard reporting, diagnostics and remediation.
Develop department members’ knowledge and skills through education, training, coaching, corrective counseling, etc.
Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by discreetly notifying appropriate management of concerns and observations.
Exemplary personal behaviour and conduct
Hire, manage, train, coach, counsel, appraise and retain direct reports who consistently perform to the highest standards.
Ensure prompt and discreet notification to appropriate management and/or the Ethics Hotline of any observation of illegal acts or internal ethics violations.
Organised approach to daily business is required.
Responsible for maintaining a clean, safe and hazard free work environment.
Perform other duties as directed.
Ensure senior management is appraised of all potential or actual threats to data or system security.
Ensure all applicable federal and state regulations are fully complied with.
10 years IT operations experience in a managerial role required.
Preferably for hotels or gaming resorts
Proven experience in gaming systems, POS/ERP systems.
Knowledge in IGT system is a definite advantage
Proven experience in network/server architecture and operations
Proven ability to provide strategic technological input to business decisions
Having qualifications such as a MCSE, Help Desk Institute HDM, and or experience with the Information Technology Infrastructure Library ITIL are pluses
Demonstrate organisational skills and the ability to coordinate the completion of multiple projects and assignments simultaneously
Strong financial acumen relative to business metrics including labour, revenues, budgets, and capital expenditures.
Ability to think clearly, a logical thought process and above all, the refusal to give up, admit defeat or succumb to adverse and/or difficult circumstances
Ability to work in a fast-paced, busy, and somewhat stressful environment and maintain physical stamina, proper mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines