Manager - Application Support

The Manager of IT Application Support is a key member of the Wynn Las Vegas IT Team and reports directly to the Director, IT Application Support. This position is responsible for all support analyst and technician personnel and will ensure that all daily tasks are performed by personnel in a timely manner. This position will collaborate with other IT leaders.

Core Job Duties & Responsibilities

• Manages the daily activities of the Application Support Department to include training, coaching, organizing, planning, and staffing operations.
• Responds to the most complex application and hardware issues for customers. Identifies problem tickets and coordinates appropriate corrective action.
• Takes a proactive approach to identify and resolve potential issues.
• Schedules and organizes work assignments of application support team.
• Acts as a coach and mentor.
• Provides new hire application support training, in addition to documented step by step new hire IT onboarding.
• Prepare operational reports and analyses setting forth progress, adverse trends and appropriate recommendations or conclusions.
• Contributes to the creation and modification of overall support policy and procedures.
• Manage and oversees Application Support projects/tasks and ensure on-time delivery. Timely reporting of assigned tasks for application support is vital to the success of this department.
• Works on special projects to improve operating efficiencies.
• Recommend various personnel actions including, but not limited to, coaching, hiring, performance appraisals, promotions, transfers, and vacation schedules.
• Perform other management assigned tasks as required
• Participate in the on-call incident manager rotation.

Team members in this role are successful by

• As a leader, equipping your direct reports with performance feedback that encourages growth and aligns to organizational objectives is essential.
• Working together across our business and different departments to ensure support models are in sync with the long-term objectives of our organization by attending monthly and Bi-weekly touch base meetings and project coordination meetings.
• Ensure support incident responses are within 3 days of notification.
• Ensure the company and department remain up to date according to latest change requests and policy standards for utmost compliance with at least 90% accuracy.
• Ensure on-call resources respond for unscheduled events within 30 minutes.
• Effectively allocates tasks and resources, ensuring that the application support team has a streamlined workflow tracking project hours within our PPM