IT Client Systems Supervisor
Mystic Lake Casino Hotel
Supervise and provide work direction to IT Systems Analysts and IT Desktop Systems Engineers providing level II escalation support on incidents for all hardware, software, network, and system issues. Manage asset lifecycle and hardware/software standardization. Lead the efforts, using ITIL as a base foundation, for problem management. Collaborate with other departments to reduce incidents through procedural changes. Act as an escalation point for incidents, service requests, and desktop technology changes. Provide analysis for improvements. Anticipate and determine causes of operational delays, and take appropriate action to meet schedules. Maintain 24x7 availability to address critical issues. Train, coach, and motivate staff. Provide technical leadership and procedural guidance to team members. Coordinate with management team to establish goals, plans, objectives and priorities that support the organization's technology plan and vision.