IT Service Desk Supervisor

Mystic Lake Casino Hotel - Prior Lake, MN

Full-time - Mid Level

Prior Lake, MN

Accommodation

About the position

The Service Desk Supervisor at Mystic Lake Casino and Hotel is responsible for providing technical expertise and leadership to the Technical Support Specialists. This role ensures timely responses to incident and service request tickets, maintains high customer satisfaction, and adheres to service level agreements (SLA). The supervisor will refine processes and tools used by the support team, drive a proactive support model, and analyze service metrics to enhance efficiency and service quality.

Responsibilities

• Provide technical expertise and leadership to the Technical Support Specialists.
• Ensure timely response to incoming Incident and Service Request tickets.
• Serve as a point of escalation for difficult customer service issues.
• Maintain high levels of customer satisfaction and adherence to service level agreements (SLA).
• Assist with communication efforts on behalf of IT to the business.
• Establish and refine processes, techniques, tools, and methods for exceptional support.
• Drive toward a proactive support model across multiple IT solutions.
• Monitor calls and incidents to ensure quality guest service and timely resolution of issues.
• Deliver key support metrics and analysis to demonstrate value and progress toward efficiency goals.
• Provide technical and procedural guidance for seamless escalation and assignment of incidents.
• Analyze Root Cause, Incident Management Trending, and Escalation to Problem Management.
• Administer the ITSM solution to enhance support offerings and reduce MTTR metrics.
• Perform regular reviews of service offerings to align with modern workplace goals.

Requirements

• Excellent knowledge of PC and desktop hardware and hands-on hardware troubleshooting experience.
• Combination of education/experience in Business, Information Technology, or related IT Field totaling five years.
• Minimum of three years of progressively enhancing experience in leadership or technical area of responsibility.
• Valid Class D driver's license with a good driving record.
• Ability to manage ongoing coverage of an IT Technical Support team and system.
• Strong leadership skills to mentor and support staff.
• Strong customer service orientation with the ability to present ideas in business-friendly and user-friendly language.
• Strong collaboration skills to engage with other technology team members.
• Demonstrated ability to find answers through collaboration, search, and documentation.
• Strong interest in improving processes and service delivery.

Benefits

• Competitive weekly pay
• Medical, dental, life, and disability insurance
• Onsite medical clinics and pharmacy
• 401(k) retirement plan
• Paid time off
• Wellness programs
• Discounts on childcare, fuel, bus passes, and fitness memberships
• Free uniforms and uniform cleaning
• Tuition reimbursement