IT Service Desk Supervisor $85,000 Annually

Commerce Casino is the world’s largest card casino offering more than 200 tables. Established in 1983, the casino values its staff of over 2,500 employees and is proud to be known as “Where the World Comes to Play.” Commerce Casino offers a comprehensive benefits package to include medical, dental, vision, life, flexible spending accounts, 401(k), vacation time, and much more!

POSITION SUMMARY

The Commerce Casino & Hotel is seeking a hands-on, technically skilled IT Service Supervisor to support the Information Management & Technology department. This individual will directly engage with ticket queues, guide service desk and PC support personnel in real time, and actively contribute to incident and problem resolution. In addition to overseeing daily IT operations, this role requires a strong technical foundation, advanced troubleshooting abilities, and working knowledge of system access provisioning. Reporting to the IT Service Manager, this role is key to improving IT service delivery, enforcing ITIL-aligned processes, and driving continuous service quality improvement.

PRIMARY JOB FUNCTIONS

1. Provide hands-on leadership and ticket oversight across the IT Service Desk and PC Support functions to ensure timely, efficient, and customer-focused resolution of all support requests.
2. Actively work service tickets, especially complex or aged ones, and support frontline staff in troubleshooting system, hardware, software, and network issues.
3. Oversee and coach service personnel, fostering a responsive, metrics-driven support culture aligned with ITIL practices and enterprise SLAs.
4. Oversee and participate in ticket queue triage, prioritization, and workload balancing, ensuring even distribution and adherence to response/resolution timelines.
5. Lead and enforce system access provisioning and deprovisioning activities in coordination with HR, security, and compliance teams, maintaining audit-ready accuracy.
6. Maintain detailed IT documentation, including troubleshooting guides, standard operating procedures, and access request workflows.
7. Monitor team performance using ServiceNow dashboards and KPI reports, including metrics for ticket backlog, average handling time, SLA breaches, and customer satisfaction.
8. Serve as a technical escalation point, applying advanced diagnostic and problem-solving skills across a wide range of infrastructure and application issues.
9. Support proactive system maintenance, user onboarding, desktop imaging, and configuration management.

The duties listed are not set forth for the purposes of limiting the assignment of work. They are not to be construed as a complete list of the many duties normally to be performed under a position title or those to be assigned and performed temporarily outside of an employee’s normal line of work.

QUALIFICATIONS

• Strong technical background with hands-on experience troubleshooting end-user devices, desktop/laptop environments, networks, business applications, and enterprise platforms.
• Proven leadership in day-to-day service desk and PC support operations, including direct ticket handling, team ticket monitoring, and incident follow-up.
• Excellent IT troubleshooting skills with the ability to coach junior technicians through resolution paths while maintaining high first-contact resolution rates.
• Deep familiarity with ITIL 4 service management processes and IT ticket lifecycle management using ServiceNow or comparable ITSM platforms.
• Experience implementing and maintaining system access controls, provisioning, and permissions management.
• Demonstrated knowledge and application of Lean and/or Six Sigma methodologies to improve IT service workflows, reduce inefficiencies, and drive process standardization.
• Strong interpersonal and communication skills with a collaborative approach to leadership and customer service.

Work Experience:  Minimum 5 years of IT support experience, including at least 2 years in a supervisory or team lead role.

Education:  Bachelor’s Degree in Computer Science, Information Technology, or equivalent work experience.

Licenses:

• A casino work permit from the Los Angeles County Sheriff’s Department.
• The IT Service Desk Supervisor is responsible for overseeing the IT Service Desk department processes.  Regarding the supervision of employees, however, this position is limited to making suggestions or recommendations regarding the staff to the Chief Information Officer, who holds a Key Employee or Officer License. The Chief Information Officer is the position that makes managerial decisions on behalf of the IT department. The IT Service Desk Supervisor understands and acknowledges he/she cannot take any action that would require a Key Employee license.

Other Requirements: Must possess an ability to work with minimal supervision and make educated ethical decisions as necessary.  Must have effective communication skills with all levels of employees and be able to work collaboratively in a team environment. Must demonstrate an ability to work independently and to prepare detailed professional correspondence, memoranda, policies, procedures, and regulations related to the employee’s duties. Ability to lift typical PC items and up to approximately 50 lbs. Computer skills; Detail oriented; Excellent organizational skills; Positive/enthusiastic approach to all assignments; Attendance and punctuality are an essential function of the position; Must be clean, well groomed, and have a professional appearance.

SCHEDULED HOURS

Commerce Casino operates 24 hours, 7 days a week.  Schedule may vary depending on business needs.