Manager - Service Desk, Command Center Operations at Las Vegas Sands Corp

Dallas, Texas, United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

HospitalityIndustries

Requirements

At least 21 years of age
Proof of authorization to work in the United States
Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)
Ability to obtain and maintain any certification or license, as required by law or policy

Responsibilities

Support the IT Operations function with its primary goals of Run, Maintain and Sustain
Responsible for Run and Maintain of the ITSM tool suite
Provide strategic leadership, and manage the Service Desk team, ensuring that Team Members are trained, motivated, and aligned with the IT Operations department's goals and objectives
Oversee the daily operations of the Service Desk team, ensuring efficient and effective technical support, and acting as an escalation point for all requests and incidents
Manage ticket escalations and resolve any technical issues, oversee requests, incidents, and problems, and coordinate urgent and complicated support issues
Develop and maintain Service Desk processes and procedures, ensuring that they align with industry best practices and meet the needs of the business
Establish Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for the Service Desk function and ensure that they are regularly measured and reported
Monitor and analyze Service Desk performance metrics to ensure high levels of customer satisfaction, areas for improvement, and recommend changes to processes, procedures, and technology
Conduct regular team meetings and provide ongoing coaching and support to Service Desk staff
Collaborate with other IT teams and stakeholders, including IT Service Management, IT Security, and Business Continuity, address complex technical issues and improve service delivery
Manage the Service Desk ticketing system and ensure accurate documentation of all service requests
Identify opportunities for process improvements and implement changes to enhance service efficiency
Stay updated with the latest industry trends and technologies to ensure the Service Desk remains current and effective
Participate in the creation and maintenance of the IT Service Continuity Plan and Disaster Recovery Plan, ensuring that Service Desk processes are integrated and tested regularly
Provide regular updates and communication to senior management and stakeholders on the status of the Service Desk, including any issues or delays
Manage compliance with legal and regulatory requirements such as SOX
Oversee IT Service Desk Budget
Monitor Service Desk team performance for quality control
Escalate and participate in P1 and P2 Major incident Management
Manage process for communicating outage/emergency activities to the organization
Perform job duties in a safe manner
Attend work as scheduled on a consistent and regular basis
Perform other related duties as assigned