IT Support Supervisor (Durant Casino)

Job Category: Information Technology
 
 Job Description:
 
Schedule: Friday through Monday, 4:00pm to 2:30am
 
Job Purpose or Objective(s): ​The IT Supervisor oversees the activities and personnel of the IT Support Service Desk. You will report to the IT Support Manager.
 
Primary Tasks: * You will oversee the processing and completion of incoming requests to the Service Desk by telephone, email, and self-service to ensure resolution of end-user issues. 

• Enforce procedures that outline how requests are received, documented, assigned, escalated, and completed.
• Implementation and enforcements of goals, goals, procedures, and priorities for assigned programs.
• Quality analysis of performance for the Service Desk activities and documented resolutions; identify problem areas, and design solutions to enhance quality of service and to prevent future problems.
• You will plan, direct ​and review the work plan for assigned staff, assign work activities, review and evaluate work products, methods, and procedures, meet with staff to resolve problems.
• Coordinate/Conduct Service Desk training of user guides and FAQs; present staff reports and other necessary correspondence.
• Provide and present regular reports regarding team performance and areas for improvement to IT Support Management.
• Assess need for any system reconfiguration based on request trends. Find system-based solutions that would reduce incoming incidents and requests.
• Mentor IT Support Specialists with their job tasks to perform at high efficiency levels.
• Perform other tasks as may be assigned.

Requirements:

• ​Bachelor's degree in computer science, MIS, or a related field​ or 4 years related experience.
• Must have excellent communication skills.
• Must be highly motivated, self-initiating, and trustworthy.
• Manage technical staff.
• 3 years+ of directly related experience leading infrastructure, IT security, server, storage, service desk, desktop, and data center environment, along with experience with all the policies.

About the Choctaw Nation
 
 The Choctaw Nation is the third-largest Indian nation in the United States, with over 200,000 tribal members and more than 11,000 employees. The first tribe over the Trail of Tears, historic boundaries are in the southeast corner of Oklahoma. The Choctaw Nation's vision, "Living out the Chahta Spirit of faith, family and culture," is evident as it continues to focus on providing opportunities for growth and prosperity. Benefits 

• Free gym membership
• Free access to employee health clinic
• Free lunch for casino & resort associates
• Earned wages access once per week
• Pet insurance
• Paid vacation / sick time
• Medical / Dental / Vision
• 401(K) with company match
• College tuition reimbursement
• Short-term disability, long-term disability, and family leave
• Employee assistance program
• Employee prescription program
• CNO Paid Life Insurance
• Teladoc
• On Site Dental Clinics (Jet Dental)
• On Site Mammogram Services
• Free diabetes and hypertension monitoring benefit (Livongo)
• Accolade- Concierge Benefits Program
• Wellness Program that equals savings on health insurance cost (Virgin Pulse)
• Maternity Care Program
• (Benefits provided by the Choctaw Nation are based on employment classification)

CNO was selected as a winner in both HRDUS' and Forbes' 2022 "Employer of Choice" competitions: 

• Choctaw Nation of Oklahoma received recognition as one of six

in the United States as selected by HRDUS * Choctaw Casinos & Resorts received recognition from
 category. * Forbes also recognized the Choctaw Casino and Resorts as one of
 .
 
 Responsibilities: You will oversee the processing and completion of incoming requests to the Service Desk by telephone, email, and self-service to ensure resolution of end-user issues. Enforce procedures that outline how requests are received, documented, assigned, escalated, and completed. Implementation and enforcements of goals, goals, procedures, and priorities for assigned programs. Quality analysis of performance for the Service Desk activities and documented resolutions; identify problem areas, and design solutions to enhance quality of service and to prevent future problems. You will plan, direct ?and review the work plan for assigned staff, assign work activities, review and evaluate work products, methods, and procedures, meet with staff to resolve problems. Coordinate/Conduct Service Desk training of user guides and FAQs; present staff reports and other necessary correspondence. Provide and present regular reports regarding team performance and areas for improvement to IT Support Management. Assess need for any system reconfiguration based on request trends. Find system-based solutions that would reduce incoming incidents and requests. Mentor IT Support Specialists with their job tasks to perform at high efficiency levels. Perform other tasks as may be assigned.
 
 Qualifications: ?Bachelor's degree in computer science, MIS, or a related field? or 4 years related experience. Must have excellent communication skills. Must be highly motivated, self-initiating, and trustworthy. Manage technical staff. 3 years+ of directly related experience leading infrastructure, IT security, server, storage, service desk, desktop, and data center environment, along with experience with all the policies.

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