POSITION OVERVIEW

The IT Service Desk Assistant Manager leads the day-to-day operations of the Service Desk, ensuring responsive, high-quality technical support for Members and business stakeholders. This role supervises Service Desk staff, manages ticket intake and escalation workflows, monitors service levels, and drives consistent execution of support processes. The Assistant Manager serves as a primary escalation point for complex incidents, coaches technicians, and partners with IT leadership to improve customer experience, knowledge management, operational efficiency, and service delivery outcomes.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The following and other duties may be assigned as necessary:

• Supervise the daily operation of the IT Service Desk, including workload distribution, queue monitoring, escalation management, and timely resolution of incidents and service requests
• Lead, coach, and develop Service Desk team members through onboarding, training, mentoring, performance feedback, and continuous skills development
• Serve as the primary escalation point for complex technical issues, coordinating with infrastructure, applications, security, and vendor teams as needed to restore service
• Lead and coordinate the Incident Management process for service interruptions and operational issues
• Facilitate major incident response activities, including war room coordination and stakeholder communications
• Monitor and enforce service level agreements (SLAs), support metrics, and customer service standards; identify trends and implement corrective actions when performance targets are at risk
• Review incident, request, and problem records for quality, completeness, and compliance with service management procedures and documentation standards
• Support end users with the installation, configuration, and troubleshooting of approved hardware, software, peripherals, mobile devices, and collaboration tools
• Oversee user account lifecycle tasks such as provisioning, access changes, and deprovisioning across systems including Active Directory, Microsoft 365, email, and other enterprise platforms
• Coordinate hardware deployment, refresh, imaging, replacement, and return processes while maintaining accurate asset and inventory records
• Create, maintain, and improve standard operating procedures, knowledge articles, and support documentation to improve first-contact resolution and team consistency
• Analyze ticket trends, recurring issues, and service gaps to recommend process improvements, automation opportunities, and preventive actions
• Partner with business users, vendors, and cross-functional IT teams to coordinate support activities, communicate status updates, and ensure a high level of customer satisfaction
• Support operational needs during off-hours, special events, projects, system changes, or major incidents as required
• Perform other temporary or permanent duties and responsibilities as assigned

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.

• Bachelor’s degree in Information Technology, Computer Science, or a related field, and/or an equivalent combination of education and relevant experience
• Three (3+) or more years of experience in IT support, service desk, or desktop support operations, including demonstrated lead or supervisory responsibilities
• Strong working knowledge of IT service management practices, ticketing systems, incident management, request fulfillment, and escalation workflows
• Hands-on experience supporting Microsoft 365, Windows endpoints, user account administration, hardware/software deployment, and common enterprise support tools
• Experience with Active Directory, Exchange or comparable messaging platforms, endpoint support, and basic networking concepts
• Proven ability to mentor, train, and develop Service Desk technicians while fostering accountability and a customer-focused support culture
• Strong analytical, troubleshooting, and problem-solving skills with the ability to manage competing priorities in a fast-paced environment
• Ability to create and maintain support documentation, standard operating procedures, and knowledge base content for repeatable service delivery
• Knowledge of IT security fundamentals, data privacy principles, and appropriate handling of user access and customer information
• Excellent written, verbal, interpersonal, and customer service skills, with the ability to communicate effectively with both technical and non-technical audiences
• Industry certifications such as CompTIA A+, Network+, Security+, ITIL Foundation, or Microsoft certifications are preferred
• Must be willing and able to work a flexible schedule, including nights, weekends, and on-call or event support as business needs require
• Must be able to work effectively in a fast-paced, high-demand environment while maintaining professionalism and service quality

SUPERVISORY RESPONSIBILITIES

This position provides day-to-day supervision of Service Desk Members.

DIVERSITY COMMITMENT

Fontainebleau Las Vegas is committed to ensuring an inclusive space and sense of belonging for our Members. We believe our workforce should reflect the vast diversity of the communities we serve, and that diverse voices should be intentionally integrated into our work. We foster a culture of difference and diversity of identity, experience, and perspective, while actively striving for inclusive behaviors across our Company. By promoting these values and continuously pushing for better, we aim to create a positive work environment that encourages equality, inclusion, empowerment, and respect.

CERTIFICATES, LICENSES, REGISTRATIONS

Member must be able to qualify for licenses and permits required by federal, state, and local regulations.

LANGUAGE SKILLS

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required.

REASONING ABILITY

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the Member is regularly required to stand and use hands and fingers to handle or utilize objects, tools, or controls. The Member frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision and peripheral vision.

The Member must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Member could be exposed to an environment containing unrestricted secondhand tobacco smoke.

PAY TRANSPARENCY

Fontainebleau Las Vegas believes in developing and supporting our talent into the future. Our compensation program is designed to attract, motivate, and retain talented Members who are the driving force behind the Company's success. We strive to provide market-competitive compensation. Salary will be commensurate with experience and skill set, considering a candidate's qualifications, skills, competencies, and experience, as well as internal equity and market data alignment.

In alignment with our Company culture, we will strive to communicate openly about the goals of the Company and the design of the compensation program. The compensation process is designed to be fair and simple so that all Members and managers understand the Company's goals and future career development opportunities for upward mobility.

SALARY

$65000.00 per year - $85000.00 per year