Service Desk Supervisor Jobs

The IT Services Desk Supervisor position is an outstanding opportunity to provide both technical and professional expertise to a high performing team! The ideal candidate will be hands on in their approach to providing the highest level of customer satisfaction. Get ready to roll your sleeves up and work with one of the best teams in the enterprise. Enjoy weekly pay, career growth opportunities, and heath and wellness benefits.

Job Overview:Provides technical expertise, leadership and support of the daily activities of the Support Desk. Ensure timely response to incoming Incident and Service Request tickets for internal customers, and serve as a point of escalation for difficult customer service issues. Maintain the highest level of customer satisfaction and adherence to service level agreements (SLA). Assist with communication efforts on behalf of Support ensuring timely and appropriate communication to the business. Establishes and refines processes, techniques, tools and methods used by the Support Desk to provide exceptional support and service to our customers. Drive toward a pro-active support model across multiple IT solutions driving increased efficiencies. Monitors calls and incidents to ensure quality guest service and timely resolution of issues. Deliver key support metrics and analysis that demonstrate value as well as progress toward efficiency goals. Provides technical and procedural guidance to ensure seamless escalation and assignment of incidents throughout the organization. Analyzes Root Cause, Incident Management Trending and Escalation to Problem Management

Outstanding Benefits & Awesome Perks:Enjoy competitive weekly pay, outstanding benefits and advancement opportunities. Generous benefits include medical, dental, life and disability insurance, onsite medical clinics and pharmacy, 401(k) retirement plan, paid time off, wellness programs and more. Plus, take advantage of perks like discounts on childcare, fuel, bus passes and fitness membership, free uniforms, free uniform cleaning and tuition reimbursement.

Who We Are:Mystic Lake Casino Hotel® and Little Six Casino® are owned and operated by the Shakopee Mdewakanton Sioux Community (SMSC). SMSC has a diverse collection of enterprises on its lands in Prior Lake and Shakopee, Minnesota. From Mystic Lake Casino Hotel, Little Six Casino, and Mystic Lake Center® to natural grocery stores and fitness centers, our enterprises help drive the local economy.

SMSC has donated more than $350 million to organizations and causes and has contributed millions more to regional governments and infrastructure such as roads, water and sewer systems, and emergency services. The SMSC is the largest philanthropic benefactor for Indian Country nationally and one of the largest charitable givers in Minnesota.

We are committed to inspiring possibilities, fostering meaningful connections and creating memorable experiences for our guests. We welcome all voices and encourage innovation. We’re always looking for talented people to join our community. You’ll be part of a fun, connected team that values your skills and supports you as you grow. Stay connected with us at mysticlake.com/careers

Job Requirements:

ReflectsMINIMUMEDUCATION, TRAINING, CERTIFICATIONandEXPERIENCErequired in orderto meetthe expectations of this job:

• Any combination of education/experience in Business, Information Technology or related IT field to equal five years.
• Knowledge of industry trends and best practices in areas of planning, implementation, administration, troubleshooting, and documentation of network solutions integration.
• One year experience in implementing call-center technology and processes.
• Valid Class D driver’s license may be required with a good driving record.
• Familiar with service management processes.
• Minimum three years progressively enhancing experience in leadership or in knowledge within technical area of responsibility.
• Experience in the use of standard diagnostic tools.
• Knowledge of current network and desktop operating systems and help desk software.