Overview: The IT Operations Manager is responsible for managing and overseeing the IT Operations System and Network Administrators for the Enterprise Systems. He/she monitors and manages the support, incident response and root cause analysis for our Enterprise systems and ensures systems meet our SLA standards. This includes the monitoring of applications, network, servers, telecommunications, guest facing computer services and trouble isolation and repair of identified and reported problems. Manages proactive system administration tasks and insures standards in our Active Directory and network systems. Manages service tickets through in-depth analysis, escalation and resource management. The managers’ responsibilities also include scheduling and reporting on key target metrics as well as employee performance feedback and employee development. Works closely with key managers to ensure standards are met as well as processes developed. Responsibilities: ESSENTIAL FUNCTIONS: (These functions are intended as a general illustration of the work performed in this job classification and are not all inclusive for this position) - Creates an atmosphere that induces guests to make Hard Rock Hotel & Casino Sacramento at Fire Mountain their choice for gaming entertainment; responsible for actively building and retaining guest relations and acts as a mentor to team members in order to provide superior guest service. - Managing the daily operations and priorities for the Operations Administrators. - Maintains the service level agreements and vendor liaison. - Analysis service tickets and drive time to resolution through resource management and escalation. - Works closely with the Director of Service Desk as well as VP of IT Operations to train and mentor the team as well as provide a unified direction for the team. - Provides critical input to the VP of IT Operations regarding information systems facility and data integrity issues. - Ensures that Gaming Systems, Hotel Systems, Café Systems, Back of House systems, Corporate Administrations systems, Call center systems and Data Center facilities are operating at optimal performance. - Ensures that all operational policies and procedures are up-to-date and in compliance with broader company policies. - Manages and controls activities of the operations administrator’s department staff. - Reviews and recommends actions based on detailed reports on trend analysis, capacity planning and overall system health. - Coordinates change management to ensure that all physical changes occurring on systems are properly managed. - Strives to provide the best customer service to our end users through an in-depth knowledge for their needs and quality IT best practices. - Works closely with vendors and contractors to ensure equipment and services meet requirements and specifications. - Supervise, manage and mentor a team of Operations Administrators about shift work, responsibilities, performance and Gaming/Hospitality operations IT best practices. - Directs and controls the activities of the administrators on the effective resolution of all user problems, maintenance of standards in respect to hardware level and software version control. - Ensures that necessary levels of expertise exist and that, where necessary, training is planned for and carried out - Provides analysis of all problems and user generated issues to spot trends and facilitate system wide solutions, based on input from Oversees the integrity and stability of all levels of supported problems to ensure timely resolution throughout the organization. - Facilitates and documents guidelines to perform the functions of the job. - Opens up problem reporting tickets and accurately uses all problem tracking software systems. - Adheres to other defined SOPs as required. Qualifications: EDUCATION AND /OR EXPERIENCE REQUIREMENTS: (Related education and experience may be interchangeable on a year for year basis) Minimum of eight years of experience in the IT industry with the four or more years managing technology for hotels or gaming resorts. Managerial experience of at least three years or proven leadership ability preferred. ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc): - Must obtain and maintain valid licenses / certifications per Federal, State and ERGC Gaming regulations. - Must successfully pass background check. - Must successfully pass drug screening. - Must be at least twenty-one (21) years of age. - Prior experience in the Gaming industry required. - Prior experience in Tribal Gaming strongly preferred. KNOWLEDGE OF: - Wide range of hardware and software knowledge. - Specific knowledge of Gaming systems and Hospitality systems highly preferred. - Proven experience in server/network architecture and operations. - Proven experience with Gaming systems, POS and Hotel PMS Systems. - Strong understanding of Network and System Security. - Having qualifications such as a MCSE, Help Desk Institute HDM, and or experience with the Information Technology Infrastructure Library ITIL are a plus. ABILITY TO: - 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. - Proven ability to provide strategic technological input to business decisions. Additional Details: