{"id":2597650,"url":"https://alion.io/job/resortsacjobs-it-support-services-supervisor","title":"IT SUPPORT SERVICES SUPERVISOR","company":{"id":4423532,"name":"Resortsacjobs","domain":"resortsacjobs.com","url":"https://alion.io/company/resortsacjobs","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Atlantic City, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":61000,"max_usd":127000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":461},"experience_years_min":6,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-10-15T07:39:42Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-23T09:32:38Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"Overview\nFull-Time | ON-SITE | Leads All 3 Shifts |\nLead the Team that keeps Resorts Casino Hotel connected\nAre 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?\nResorts Casino Hotel is seeking a hands-on IT Support Services Supervisor to lead our team of IT Support Services Technicians across all three shifts in Atlantic City, NJ.\nLocated on the Atlantic City oceanfront, Resorts is a place where hospitality, entertainment, and regulated gaming come together, and where technology supports nearly everything our guests and employees do.\nThis is a 100% on-site position for a leader who is comfortable being on the floor with the team, coaching technicians, resolving escalated issues, and delivering outstanding service in a fast-paced, around-the-clock environment.\n\nResponsibilities\nYou 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.\nSupervise, 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.\nParticipate in recruiting, interviewing, onboarding, training, and cross-training of technicians, and help grow their technical skills.\nProvide immediate, direct support to technicians, including after hours when needed.\nPromote the highest caliber of customer service to Resorts employees and guests; proactively pursue service issues and resolve them quickly.\nEstablish, track, and report against customer service levels, and keep users informed on the status of their requests.\nHelp maintain and report on the Help Desk, monitoring the ticket queue and escalating issues as appropriate.\nAct as a key contact for on-site and remote user problems and inquiries and communicate proactively about system availability and scheduling.\nParticipate in and/or lead the weekly service review team meetings and deliver status updates to IT management and department leaders.\nHelp ensure the reliability and availability of company computer systems, with minimal disruption to business operations.\nEnsure operating procedures are clearly defined, and technicians are trained to minimize downtime and recover quickly when it occurs.\nOversee endpoint device management, including PCs, printers, networked devices, telephones, radios, and mobile phones: inventory, protect, upgrade, repair, and retire.\nManage the hardware inventory rooms so replacement parts and supplies are organized, stocked, and easy to find.\nHelp keep hardware and software at current release levels and support preventive maintenance.\nProtect computer equipment and company records by following established safety, security, and emergency procedures.\nResearch new hardware, software, and emerging technologies that improve efficiency.\nParticipate in departmental projects, up to and including leading them with internal and external resources.\nCreate and maintain process and procedure documentation and make sure the whole IT team can access it.\n\nOther: Perform other duties as assigned.\nQualifications\nMinimum 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.\nDemonstrated experience supervising or leading technical support staff.\nHands-on experience with help desk (ticketing) and remote-control software.\nExcellent analytical, problem-solving, critical thinking, and decision-making skills.\nStrong interpersonal skills and the ability to communicate clearly, both orally and in writing.\nStrong project management skills and the ability to manage multiple assignments under time constraints.\nAbility to work holidays, weekends, and flexible shifts or unusual hours as needed.\nValid driver’s license and reliable transportation to be on-site.\nAbility to obtain and maintain a New Jersey Casino Employee Registration.\nMust be legally authorized to work in the United States. Resorts does not sponsor employment visas now or in the future.\nPreferred\nFour-year degree in Computer Science or a related field (equivalent business experience considered).\nExperience leading a multi-shift team in a 24/7 environment.\nExperience in a casino, gaming, hospitality, hotel, or other mission-critical environment.\nRelevant IT service management or technical certifications.\n\nPay Rate\n$60,000-$80,000\nEssential Functions\n** All applicants must be able to perform the essential functions of this position, with or without reasonable accommodations.\nESSENTIAL PHYSICAL FUNCTIONS \n(O) Standing\n(F) Walking\n(F) Sitting\n(O) Kneeling\n(N) Running\n(O) Lifting Max Weight: 100 lbs\n(N) Pushing Max Weight: N/A\n(N) Pulling Max Weight: N/A\n(N) Carrying Max Weight: N/A\n(O) Bending\n(O) Stooping\n(O) Climbing Stairs\n(N) Climbing Ladders Max Height: N/A\n(N) Working at a Height Level Above The Floor Max Height: N/A\n(N) Finger Dexterity\n(F) Full Use of Both Hands\n(N) Crawling\n(N) Balancing\n(N) Throwing\n(N) Twisting\n(O) Reaching Max Height: 3’\n(N) Driving\n(N) Working On or With Moving Machinery\n(N) Working at Rapid Work Speed\n(O) Working in Isolation\n(C) Working Around People\n(C) Hearing Conversation\n(N) Hearing High Acuity\n(C) Speaking Clearly\n(C) Seeing Near\n(O) Seeing Far\n(N) Seeing - Depth Perception\n(N) Seeing - Color Vision\nESSENTIAL MENTAL FUNCTIONS\n(F) Writing English\n(F) Reading English\n(C) Speaking English\n(F) Working under Pressure/Stress\n(O) Speaking With Guests/Customers\n(F) Speaking With Employees\n(F) Working with Basic Math Skills\n(F) Making Decisions Based On Facts\n(F) Making Decisions Based On Data\n(O) Making Decisions Based On Personal Judgment\n(F) Making Accurate Measurements According To Set Standards\n(F) Planning and/or Supervising the Activities of Others\nESSENTIAL INTERACTIVE FUNCTIONS\n(O) Working under Close Supervision\n(F) Working under Minimal Supervision\n(F) Working and Interacting With Management in a Professional and Courteous Manner\n(F) Working and Interacting With Co-Workers in a Professional and Courteous Manner\n(O) Working and Interacting With Guests in a Professional and Courteous Manner\nESSENTIAL ENVIRONMENT FUNCTIONS\n(C) Working Inside\n(N) Working Outside\n(F) Working in a Fast Paced Environment\n(N) Exposed To Chemicals\n(O) Exposed To Dust, Fumes, Gases\n(O) Exposed To Smoke\n(N) Exposed To Excessive Noise\n(O) Working in Dimly Lit Areas\n(N) Working in Sudden Marked Changes of Temperature and Humidity\nKEY\nNot Applicable (N)\nOccasional (O) Under 2 hours\nFrequent (F) 2 hours to 5 hours\nConstant (C) more than 5 hours\nREVISION DATE(S): 11/18/2022; 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