> Markdown version of [/jobs/ext/3558838-it-support-services-supervisor](https://www.wearedevelopers.com/jobs/ext/3558838-it-support-services-supervisor). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT SUPPORT SERVICES SUPERVISOR - **Company:** Resorts Casino Hotel - **Location:** Atlantic City, NJ, United States - **Experience:** Experienced - **Salary:** $60,000.0 - $80,000.0 - **Contract:** Permanent contract - **Skills:** IT Management, Information Technology Operations, System Software, System Availability, Computer Equipment, Information Technology - **Published:** October 2, 2026 - **Apply:** https://www.careerjet.com/job/usa8b72de7dcc42696844da019d67bb8a2/eaa ## About the Role Are you an experienced IT support professional who enjoys leading people as much as solving problems? Do you want to build a team that keeps a busy, 24/7 resort running smoothly?, * Minimum of 6 years of IT experience, including at least 3 years in an IT service desk, IT operations, or field technician customer service role for a large enterprise. * Demonstrated experience supervising or leading technical support staff. * Hands-on experience with help desk (ticketing) and remote-control software. * Excellent analytical, problem-solving, critical thinking, and decision-making skills. * Strong interpersonal skills and the ability to communicate clearly, both orally and in writing. * Strong project management skills and the ability to manage multiple assignments under time constraints. * Ability to work holidays, weekends, and flexible shifts or unusual hours as needed. * Valid driver's license and reliable transportation to be on-site. * Ability to obtain and maintain a New Jersey Casino Employee Registration. * Must be legally authorized to work in the United States. Resorts does not sponsor employment visas now or in the future. Preferred * Four-year degree in Computer Science or a related field (equivalent business experience considered). * Experience leading a multi-shift team in a 24/7 environment. * Experience in a casino, gaming, hospitality, hotel, or other mission-critical environment. * Relevant IT service management or technical certifications., * (F) Writing English * (F) Reading English * (C) Speaking English * (F) Working under Pressure/Stress * (O) Speaking With Guests/Customers * (F) Speaking With Employees * (F) Working with Basic Math Skills * (F) Making Decisions Based On Facts * (F) Making Decisions Based On Data * (O) Making Decisions Based On Personal Judgment * (F) Making Accurate Measurements According To Set Standards * (F) Planning and/or Supervising the Activities of Others ESSENTIAL INTERACTIVE FUNCTIONS * (O) Working under Close Supervision * (F) Working under Minimal Supervision * (F) Working and Interacting With Management in a Professional and Courteous Manner * (F) Working and Interacting With Co-Workers in a Professional and Courteous Manner * (O) Working and Interacting With Guests in a Professional and Courteous Manner ## Description You will supervise and develop the technicians who support our 24 x 7 Service Desk and provide on-site and remote technical support across the property, while keeping our systems and devices reliable and our customers well served. * Supervise, schedule, coach, and evaluate IT Support Services Technicians (Tech I, II, and III) across all three shifts, ensuring consistent coverage and smooth shift-to-shift handoffs. * Participate in recruiting, interviewing, onboarding, training, and cross-training of technicians, and help grow their technical skills. * Provide immediate, direct support to technicians, including after hours when needed. * Promote the highest caliber of customer service to Resorts employees and guests; proactively pursue service issues and resolve them quickly. * Establish, track, and report against customer service levels, and keep users informed on the status of their requests. * Help maintain and report on the Help Desk, monitoring the ticket queue and escalating issues as appropriate. * Act as a key contact for on-site and remote user problems and inquiries and communicate proactively about system availability and scheduling. * Participate in and/or lead the weekly service review team meetings and deliver status updates to IT management and department leaders. * Help ensure the reliability and availability of company computer systems, with minimal disruption to business operations. * Ensure operating procedures are clearly defined, and technicians are trained to minimize downtime and recover quickly when it occurs. * Oversee endpoint device management, including PCs, printers, networked devices, telephones, radios, and mobile phones: inventory, protect, upgrade, repair, and retire. * Manage the hardware inventory rooms so replacement parts and supplies are organized, stocked, and easy to find. * Help keep hardware and software at current release levels and support preventive maintenance. * Protect computer equipment and company records by following established safety, security, and emergency procedures. * Research new hardware, software, and emerging technologies that improve efficiency. * Participate in departmental projects, up to and including leading them with internal and external resources. * Create and maintain process and procedure documentation and make sure the whole IT team can access it. * Other: Perform other duties as assigned., ** All applicants must be able to perform the essential functions of this position, with or without reasonable accommodations. ESSENTIAL PHYSICAL FUNCTIONS * (O) Standing * (F) Walking * (F) Sitting * (O) Kneeling