Job Description

Fusion HCR is Hiring!

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

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
• Bachelor's 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.