Information Technology - IT Support Manager
$87,904–$87,904 year
On-siteFlorence, Tuscany, Italy or Florence, Oregon, United States
Job Summary
Oversee daily Service Desk operations, including incident tracking, prioritization, and escalation, while supervising staff on scheduling, performance reviews, and training. Implement and monitor ITIL-based processes for incident, request, and problem management, ensuring adherence to PCI DSS and NIST cybersecurity standards. Manage full cycle support by partnering with infrastructure and networking teams to resolve escalated hardware, software, and server issues, and maintain asset and software license inventories. Generate reports on ticket trends and team performance, assist in policy enforcement and budgeting, and cross-train with technical leads to ensure operational coverage. Work all shifts, including weekends and holidays, with a Bachelor's degree in Computer Science and relevant supervisory experience.
Required Qualifications
- Minimum age requirement for this position is 21 years old
- Must have a Bachelor's Degree in Computer Science
- 3 years of experience in technical support or the equivalent combination of education and experience
- 2 years of experience in a supervisory role
- A+, Network +, and Security + Certifications
- experience utilizing ITIL processes
- ability to get within 180 days of hire
- General knowledge and ability sufficient to step in for all level ticketing system incidents to analyze, troubleshoot, and resolve problems regarding hardware, software, servers, operating systems, and networking devices (switches, routers, firewalls)
- In-depth knowledge of Microsoft Office Suite (Word, Excel, Outlook, and PowerPoint)
- Comfort level using a wide range of diagnostic utilities
- Experience managing or contributing to ITIL-based processes (Incident, Problem, Change Management)
- Understanding of Team Member users and vendors' connectivity needs and remote access tools
- Must know EIA/TIA communication standards
- Ability to understand and comply with PCI DSS and NIST requirements
- Ability to communicate clearly and effectively in English, verbally, in writing or by other acceptable means
- Excellent interpersonal and communication skills with the ability to translate technical concepts into user-friendly language
- Comply with pre-employment, random, and reasonable suspicion alcohol and drug testing
- Receive and maintain a valid gaming license from the CTCLUSI Tribal Gaming Commission
- Availability to work all shifts, including weekends and holidays, based on the needs of the department and for special casino events
- Must be able to sit, stand and/or walk for up to 8 hours
- Must be able to carry, reach, twist, bend and squat frequently
- Must regularly lift and /or move up to 60 pounds and occasionally lift and/or move up to 100 pounds with assistance as needed
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