IT Manager - Primm Valley Casino Resorts

It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
POSITION OVERVIEW:
The Primm IT Manager is responsible for the day-to-day IT operations of the Primm IT team and the reliable delivery of technology services across multiple properties. Based in Primm, this role provides hands-on leadership for local IT support, operational stability, incident response, service quality, and technology readiness across a diverse, 24-hour hospitality, gaming, retail, and fuel environment.
The Primm IT Manager leads and develops the onsite IT team, establishes clear service expectations, coordinates with corporate IT teams and vendors, and ensures business-critical systems are supported with urgency and discipline. The position serves as the primary local escalation point for significant technology issues and works closely with property leaders to minimize disruption, manage risk, and continuously improve the guest and employee technology experience.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
The following duties are representative of the role and may be adjusted based on organizational needs:
Leadership & People Management
Lead, coach, schedule, and develop the Primm IT team, including performance management, training, career development, and formal evaluations.
Set clear priorities, support standards, escalation expectations, and accountability for technology services across all supported Primm properties.
Manage staffing, shift coverage, workload, and on-call support to meet the needs of 24-hour casino, hospitality, retail, lottery, and fuel operations.
Foster a responsive, service-oriented culture grounded in professionalism, ownership, communication, and follow-through.
Identify team skill gaps and implement cross-training, documentation, and development plans that strengthen local support capability and resilience.
Primm IT Operations & Service Delivery
Direct daily IT operations and onsite support for three casinos, one lottery store, one employee market, and three gas stations located in Primm.
Ensure incidents, service requests, problems, and escalations are prioritized and resolved within established service expectations, with special attention to guest-facing and revenue-impacting systems.
Serve as the primary local escalation point during outages and high-impact events, coordinating technical response, business communication, recovery, and follow-up.
Monitor ticket volume, backlog, service levels, recurring issues, system availability, and customer feedback; use trends to improve team performance and service reliability.
Maintain strong working relationships with property leadership, corporate IT, Security, Gaming, Operations, Facilities, Finance, and external service providers.
Process Improvement & Quality Assurance
Lead the continuous improvement of IT Service Management processes to support a maturing ITIL environment.
Identify opportunities to streamline workflows, reduce recurring incidents, improve user experience, and increase operational efficiency.
Develop, document, and enforce IT service policies, procedures, standards, and content of knowledge.
Ensure quality assurance practices are embedded in service delivery, including post-incident reviews and root-cause analysis where appropriate.
Technical & Operational Oversight
Provide operational oversight for endpoints, networks, telecommunications, identity and access, property applications, point-of-sale systems, and other business-critical technology used across all Primm properties.
Coordinate support and escalation for casino and gaming technology in accordance with company standards, vendor requirements, and applicable regulatory controls.
Ensure changes, upgrades, maintenance, releases, and deployments are planned, communicated, documented, and executed with minimal operational disruption.
Maintain accurate local documentation, inventories, support procedures, vendor contacts, recovery information, and escalation paths.
Conduct or coordinate routine site reviews to identify technology risks, environmental concerns, aging equipment, coverage gaps, and opportunities for improvement.
Project & Stakeholder Management
Partner with Primm property leaders to understand operational priorities, communicate service risks, coordinate planned work, and provide clear updates during outages or major incidents.
Represent Primm IT requirements in corporate initiatives, capital planning, property projects, remodels, system implementations, and operational-readiness activities.
Coordinate vendors and contractors performing work at Primm locations, ensuring access, scheduling, safety, documentation, and completion expectations are met.
Provide concise operational reporting on service performance, major issues, risks, resource needs, and improvement priorities.
QUALIFICATION REQUIREMENTS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.
Education:
Bachelor’s degree in computer science, Information Technology, Information Systems, or a related field is preferred.
Equivalent combination of education, leadership experience, and technical expertise may be considered.
Experience:
Minimum of 5–7 years of progressive IT support or operations experience, including experience supporting business-critical, multi-site, hospitality, gaming, retail, fuel, or other 24-hour operating environments.
At least three years of experience leading, supervising, or managing IT support personnel is strongly preferred.
Demonstrated experience supporting or implementing IT Service Management (ITSM) processes within a growing or maturing ITIL environment.
Proven history of driving process improvement, operational stability, and customer-focused service delivery.
Technical Skills:
Strong understanding of IT service operations, including incident, request, problem, and change management.
Solid working knowledge of endpoint systems, operating systems, networking concepts, identity/access management, and enterprise application support.
Experience using ITSM platforms for ticket management, escalation, reporting, knowledge management, and workflow coordination.
Familiarity with ITIL practices and terminology; ability to translate ITIL concepts into practical, scalable operational processes.
ITIL Foundation Certification required or ability to obtain within 12 months of employment (higher-level ITIL certifications are a plus)
Customer Focus:
Strong commitment to delivering high-quality, customer-focused IT services.
Ability to balance business priorities, user experience, and operational constraints.
Proven track record of following through on commitments and delivering measurable service improvements.
Leadership & Collaboration:
· Demonstrated ability to lead, mentor, and develop IT professionals in a service-oriented environment.
· Strong interpersonal and communication skills with the ability to influence, resolve conflicts, and build trust across technical and business teams.
· Ability to collaborate effectively with internal IT teams, busi