Customer Support Services Manager - Maryland

Why We Need Your Talents:

The Customer Support Manager’s role is to oversee all support staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization, and resolution of incidents, including the monitoring, tracking and coordination of support desk functions. The Customer Support Manager is also responsible for planning, designing, and analyzing the property’s support desk according to best practices, while ensuring high levels of customer service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Customer Support Manager is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Customer Support Manager will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.

This is a fast-moving company. The person we hire must be able to manage multiple priorities and lead the team to quickly adapt to rapidly changing business and technical circumstances. The team supports executives, team members, contractors, and third-party solution providers. The Team member population is composed of approximately 500 ‘knowledge workers’ and 3000 casino and hotel operations workers.

This is a 7x24x365 customer-service oriented business Hotels as well as the largest Casino in the mid-Atlantic region.

Where You'll Make an Impact:

Ensure timely, high quality and service-oriented technical support and issue resolution for Live Casino & Hotel (LCH) team members, vendors, contractors, and This technical scope includes solution deployment and support for Desktop and Mobile

Device HW, Desktop SW (including Microsoft Office 365 and Windows 10), VOIP, phone systems, Middle Tier Software (e.g., Microsoft Active Directory), Network HW/SW, Servers and third-party applications (Casino applications, Hotel applications and Corporate applications such as Kronos HR software).

Respond to emergency situations during or after hours for the purpose of resolving immediate customer concerns and meet

Provide 'white glove' service to Executives as

Build and manage the support desk schedule to ensure both high quality service coverage for all business activities on a 24/7/365 basis while also ensuring the staff needs are also considered to balance maintaining high staff morale with the needs of the business

Maintain high levels of team morale and talent retention through excellence of leadership, communication, collaboration, mentoring/development and career path

Manages the daily activities of the IT Service and Support team responsible for technical support This leader must be able to jump in to provide hand-on technical support at an expert Tier 3 level as required to help mentor and develop the technical skills of more junior customer support staff.

Assist the engineering team with proactive management, monitoring and maintenance of firewall, backups, application/infrastructure performance and IT service capacity as

Lead, mentor and develop the team to drive strategic up-skilling of team members and development of career path advancement over time for our most talented and committed team

Build detailed customer support roadmaps and plans in partnership with the management team to achieve strategic Business and IT goals and Assist the IT Engineer and Management teams with Capacity Planning and IT Budget Forecasting and Management.

Build and maintain desktop and mobile device refresh

Build, enhance and maintain customer support ticket reporting with communication to the team and management as appropriate regarding current service metrics and This allows us to drive continuous improvement in our customer support service process management, service desk productivity, service support quality, customer service quality feedback, etc.

Manage vendor relationships regarding resolution of third-party technical

Effectively manage and multi-task operational and project goals - prioritizing appropriately, delivering with quality and delivery on-time.

Additional duties and responsibilities may

Skills to Help You Succeed:

Excellent written and oral skills

Ability to stay calm under pressure while juggling multiple priorities

Outstanding customer service skills are essential

Ability to translate ideas, goals and concepts into actionable and measurable plan

Ability to mentor staff and help staff achieve career development goals and seize appropriate new professional opportunities

Ability to think strategically to optimize the performance of the team to meet and exceed our relevant IT and Business goals

Experience working with highly productive and demanding Business & IT teams: Strong interpersonal, collaboration and communication skills are required

Exceptional hands-on technical troubleshooting and problem-solving skills are required

Experience working within the iTIL Service Management process framework to lead and support industry leading service delivery practices relating to capacity, change, release, and incident

Experience working with common IT service desk support ticket management tools and processes (Solarwinds preferred)

Experience managing an IT Help Desk or Customer Service Desk team of between 5-15 team members for at least 3-5 years

Experience serving in a leadership role with responsibilities that include: Serving as an escalation point for business-critical problem resolution, driving projects to successful completion, assigning and delegation of responsibilities to team members and staff recruiting/hiring/performance review/termination responsibilities.

IT Technical Certifications that are preferred include: Microsoft Certified Professional

(MCP), Microsoft Certified Systems Engineer (MCSE), Project Management

Professional (PMP) and/or related Cisco networking certifications (e.g. CCNA or CCNP)

Strong demonstrated experience supporting Active Directory, DNS, DHCP, File and

print server functions preferred.

Familiar with Next-Gen Firewall (Fortinet, Palo Alto) architectures and concepts preferred

Strong understanding and experience with VMWARE virtualization technology in a clustered server environment

Experience supporting Microsoft Windows 10, Office 365 and Active Directory strongly

Equivalent work experience required

Must-Haves:

College diploma or university degree in the field of computer science and/or 5 years equivalent work experience.

BS/BA in Information Technology, Business or related academic discipline

Must be able to obtain and maintain a valid gaming license as determined by the Maryland State Lottery and Gaming Commission for the position.

Physical Requirements:

Sitting 25%

Walking 50%

Standing 25%

Lifting up to 60 lbs. 60 – 100 with assistance

Pulling and bending

Repetitive Keyboarding

Must be able to climb 31 stairs to the Casino Floor for several regular trips around the floor during a shift (which can be up to 2000 feet per trip).

Flexibility and ability to work within a high growth, high stress, and fast paced environment with changing priorities. Must possess ability to prioritize conflicting duties and meet established deadlines.

24/7 high energy casino with over 300,000 sq. ft of gaming and entertainment space and approximately 3000 employees

Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.

You will work in an environment where smoking is allowed.

Perks We Offer You

Comprehensive health coverage for full-time and part-time Team Members and their eligible dependents

Generous retirement savings options are available.

Free uniforms

Free parking

Discounted meals

Service and Attendance bonuses

Tuition reimbursement

Discounts on hotels, theme parks, travel, and more!

Life at Live!

24/7 high energy casino with a culture committed to fairness, teamwork, and most importantly FUN.

Casino is over 100,000 square feet and requires the ability and energy to move about it with a true sense of urgency!

Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.

You will work in an environment where smoking is allowed.

Requisition ID: 2023-6541 Division: General and Administration Street: 7002 Arundel Mills Circle