Manager, Product Support

IGT, where innovation meets entertainment on a global scale! From the casino floor to your mobile screen, we deliver thrilling, responsible, and unforgettable gaming experiences -powered by world-class content, strong technical and commercial capabilities and nurtured by a culture of collaboration, accountability, and ownership.

Whether it’s spinning reels, placing bets, or enabling secure payments, we turn innovation into impact through disciplined execution and long-term value creation. With a team of over 6,000 employees across 30+ countries and products delivered in more than 100 jurisdictions worldwide, we operate at scale while staying closely connected to customers we serve. If you’re ready to bring your talent to a team shaping the future of entertainment, your next big move starts here - www.igt.com.

Overview

The Manager Product Support leads technical support for internal and external customers, overseeing case resolution, escalations, and support documentation for company software and hardware. The role diagnoses complex issues, coordinates with internal teams on testing and product quality, and provides technical guidance and training to customers. It also manages and develops the support team, investigates emerging issues, and supports projects that meet customer needs and regulatory requirements.

Responsibilities

• Oversee the resolution of internal and external customer requests received through email, remote computer access, and telephone, managing escalated requests as needed.
• Review customer issues and communicate action items to internal teams to ensure prompt resolution.
• Troubleshoot, diagnose, and correct complex or escalated hardware and software issues.
• Oversee all customer support cases and maintain the company tracking system.
• Identify the appropriate channels and resources for resolving customer issues and inquiries.
• Coordinate collaboration between internal teams to resolve customer issues and respond to inquiries.
• Manage and maintain documentation for all support activities.
• Collaborate with internal teams on user acceptance testing and quality analysis for new software and updates.
• Provide customers with technical instruction on company software and hardware and present product training as needed.
• Communicate issues and software errors to internal teams and recommend solutions.
• Proactively investigate emerging issues, conduct preliminary analysis, and prepare detailed written reports for management as required.
• Work with cross-functional teams to achieve project objectives, communicate information across teams, and ensure products meet regulatory requirements.
• Direct the work of employees and manage personnel matters, including recruiting, hiring, training, scheduling, evaluating, coaching, and staff development. Recommend or initiate promotions, transfers, and disciplinary action.
• Perform other related duties as assigned.

Qualifications

Required Education and Experience

• Bachelor’s degree in Computer Science, or a combination of education in a related field and equivalent work experience.
• 8-12 years of experience working with software and hardware in a casino or information technology environment.
• At least one year of technical customer support and troubleshooting experience.
• Experience with technical and operational technologies and issues related to product offerings and service solutions.
• Experience with software products, including Newave, Resort Advantage, and compliance and audit management.
• Knowledge of casino and gaming environments and requirements.
• Proficiency in Microsoft Office applications, especially Excel, Word, and PowerPoint.
• Proficiency and experience with Microsoft Windows operating systems and software.

Preferred Qualifications

• External customer support experience.
• 0-2 years of experience managing processes, projects, or people.
• Database and data storage experience.
• Proficiency and knowledge of Microsoft SQL.
• Knowledge of call center technologies used in technical support.
• Systems administration and some programming experience.

Core Competencies and Professional Skills

• Team building, coaching and development, conflict management, business acumen, collaboration and teamwork, process management, composure, and resilience.
• Strong analytical skills and the ability to produce professional reports.
• Excellent written and verbal communication across all organizational levels, with a positive, respectful, and professional approach to customers, colleagues, management, and external organizations.
• Ability to work accurately and efficiently, maintain attention to detail, and meet deadlines in a fast-paced, dynamic environment.
• High integrity, trustworthiness, and strict confidentiality.
• Ability to adapt to changing processes, performance standards, goals, and budget requirements; balance competing priorities; and apply logic, objectivity, and fairness in decision making.
• Ability to manage multiple tasks, from routine support to long-term projects, work autonomously under general direction with minimal to moderate supervision, and follow department and company policies.

Licensing Travel and Physical Requirements

• Ability to obtain required jurisdictional licensing.
• Ability to travel approximately 0-10%, or as business needs require, and support field personnel outside the main property as directed, with valid travel documentation and reliable transportation.
• Ability to work at the assigned location to support direct communication and collaboration, except when traveling for business.
• Ability to remain seated at a computer for extended periods in a limited workspace, perform repetitive keyboard, mouse, and telephone tasks, and sit, stand, or walk for extended periods.
• Ability to bend, reach, twist, squat, and occasionally lift up to 30 pounds.
• Ability to work primarily in a smoke-free office with low to moderate noise, with potential exposure to smoke, electrical shock hazards, and loud noise at customer sites.

IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve and to fostering an inclusive environment where all employees feel valued, respected, and engaged. IGT is an equal opportunity employer and provides equal employment opportunities without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We thank all applicants for their for applying; however, only those selected to interview will be contacted.

Base pay is one component of IGT’s total rewards program. Depending on the role, employees may be eligible for bonus or commission opportunities. IGT also offers a comprehensive benefits package, which may include a 401(k) savings plan with company contributions, medical, dental, and vision insurance, life and disability coverage, paid time off, tuition reimbursement, and other wellness programs, subject to eligibility requirements.

IGT is the global leader in gaming. For more information, please visit www.igt.com.