End User Services Director

Fusion HCR is Hiring!

Position: End User Services Director
Location: Las Vegas NV (Onsite)
Type: Direct Hire
Industry: Gaming & Hospitality

Position Overview
Fusion HCR is seeking an End User Services Director to lead and manage IT end user services teams on a day-to-day basis for a premier gaming and hospitality organization covering the full spectrum of user support and project delivery to a large community of users.

Key Responsibilities

Team Leadership & Service Delivery

• Manage a queue of EUS service requests to ensure timely response and effective support
• Manage prioritization and allocation of work across the team ensuring all systems supporting end users are available and functioning at expected service levels
• Provide expertise and leadership for Technicians and Service Desk team members in hardware software performance monitoring troubleshooting deployment support and documentation of standards and procedures

Coordination & Escalation Management

• Coordinate and collaborate on IT incidents and service requests with other resources which may include Solution Analysts Development iSeries QA Infrastructure or other areas
• Coordinate service request activities requiring multiple providers including third-party vendors contractors and client business units
• Escalate service requests to the appropriate resource or vendor and follow up to ensure timely response
• Serve as Escalation Manager when required assembling and leading cross-functional teams through resolution and driving effective root cause analysis

Project & Resource Management

• Prioritize IT service requests and collaborate with business contacts or internal IT resources to negotiate and prioritize projects
• Manage EUS resources to exceed expectations on project and support delivery
• Manage delivery of EUS projects to ensure they are on time and on budget
• Schedule resources to ensure 24x7 coverage of all critical IT systems aligning EUS resources to specific platforms/subject matter expertise and ensuring cross-training

Compliance & Documentation

• Ensure provisioning of access and applications is performed to Standard Operating Procedures
• Participate in audits across multiple business areas including system access PCI and other areas ensuring remediation of audit findings
• Ensure maintenance and accuracy of documentation related to EUS including Service Desk and NOC procedures SOPs etc.
• Ensure assets are put into service tracked and removed from service per best practice following necessary financial/accounting processes

Continuous Improvement & Training

• Provide onboarding and ongoing training for EUS support team members implementing effective strategies to improve performance
• Continuously build out a knowledge base of EUS support troubleshooting resolutions to support intelligent decisions and self-learning
• Analyze service requests and maintain performance metrics to identify areas for continuous improvement providing status reporting on results
• Conduct performance reviews and development plans per company policy

Process & Technology Management

• Deliver full lifecycle management of EUS technologies based on IT standards and industry best practices
• Implement and maintain Event & Alert Management processes to monitor alert and take appropriate action as necessary
• Ensure problem management processes are performed to address recurring issues including post-incident review and root cause identification
• Participate in Crisis Management continuous improvement and knowledge management processes

Required Qualifications

• Must be 21 years of age
• Proof of authorization/eligibility to work in the United States
• Bachelors degree or equivalent work experience in a relevant discipline
• Must be able to obtain and maintain a Nevada Gaming License and any other certification or license required by law or policy
• 5 years of experience in a similar manager (or equivalent) role preferably managing service delivery and support application activities and resources
• 4 years of experience in ITIL Service Delivery and Support preferably with a formal ITIL qualification or certification
• 5 years of hands-on End User Services experience which may include Service Desk Desktop Support Identity Access Management Network Operations Center or other technical support within a large 24x7 enterprise
• 5 years of experience with service desk tools and workflow processes
• 3 years of experience with problem and resolution management and other service delivery/support methodologies
• Proven ability to develop innovative solutions to pressing business issues
• Demonstrated experience providing IT services including Service Desk Desk Side Support System Monitoring and Response
• Working knowledge of ITIL processes incident management problem management ServiceNow Administration and customer service
• Strong interpersonal skills with the ability to communicate effectively with guests and team members of different backgrounds and levels of experience
• Must be able to work varied shifts including nights weekends and holidays

Preferred Qualifications

• Experience with casino and hospitality business and systems

Why Join
This is an opportunity to lead a critical IT function for a premier gaming and hospitality organization driving service excellence and operational continuity for a large 24x7 enterprise environment.