Utilize laptop and standard keyboard to perform essential functions of the job.
Support the IT Operations function with its primary goals of Run, Maintain and Sustain.
Manage compliance with legal and regulatory requirements such as SOX.
Provide strategic leadership, and manage the Service Desk team, ensuring that Team Members are trained, motivated, and aligned with the IT Operations department's goals and objectives.
Escalate and participate in P1 and P2 Major incident Management. Manage process for communicating outage/emergency activities to the organization.
Monitor Service Desk team performance for quality control.
Participate in the creation and maintenance of the IT Service Continuity Plan and Disaster Recovery Plan, ensuring that Service Desk processes are integrated and tested regularly.
Manage ticket escalations and resolve any technical issues, oversee requests, incidents, and problems, and coordinate urgent and complicated support issues.
Responsible for Run and Maintain of the ITSM tool suite.
Stay updated with the latest industry trends and technologies to ensure the Service Desk remains current and effective.
Attend work as scheduled on a consistent and regular basis.
Manage the Service Desk ticketing system and ensure accurate documentation of all service requests.
Monitor and analyze Service Desk performance metrics to ensure high levels of customer satisfaction, areas for improvement, and recommend changes to processes, procedures, and technology.
Conduct regular team meetings and provide ongoing coaching and support to Service Desk staff.
Oversee the daily operations of the Service Desk team, ensuring efficient and effective technical support, and acting as an escalation point for all requests and incidents.
Collaborate with other IT teams and stakeholders, including IT Service Management, IT Security, and Business Continuity, address complex technical issues and improve service delivery.
Provide regular updates and communication to senior management and stakeholders on the status of the Service Desk, including any issues or delays.
Establish Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for the Service Desk function and ensure that they are regularly measured and reported.
Identify opportunities for process improvements and implement changes to enhance service efficiency.
Develop and maintain Service Desk processes and procedures, ensuring that they align with industry best practices and meet the needs of the business.
Requirements
itil
hdi
bachelors
10+ years
service desk
itsm
Physically access assigned workspace areas with or without reasonable accommodation.
Must be able to obtain and maintain any certification or license, as required by law or policy.
Demonstrable experience building cross-functional partnerships.
Experience in designing and improving support processes in large IT organizations.
Strong communicator who can explain complex technical concepts to both IT management and business stakeholders in a consumable fashion.
Should have significant experience with developing or supporting enterprise applications from end-to-end.
Ability to provide understanding and direction in aligning the strategic roadmap with the business vision, strategy and priorities.
Extensive experience in technical design, strategic planning, budgeting and allocation, implementation, information security, and technology assessment.
Highly organized and comfortable remaining so in multi-faceted environments while multi-tasking.
At least 21 years of age.
Ability to communicate clearly in a multicultural, multinational environment with both technical and non-technical business stakeholders, as well as executive level management.
Proof of authorization to work in the United States.
Attention to details: excellent organizational, time management skills, sharp analytical and problem-solving skills.
Domain expertise for ITSM, including improving the domain knowledge capabilities of the Team Members.
10+ years of relevant work experience on multiple IT platforms.
Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
Strong knowledge of IT service management frameworks (e.g., ITIL).
Ability to represent information in graphical forms including using modeling languages, developing process flows, creating data and topology diagrams, etc.
Willing to work with remote teams in different geographies and time zones.
Demonstrated experience in a Service Desk or IT support role with at least 3-5 years in a supervisory or management position.
Strong interpersonal skills with the ability to communicate effectively and interact appropriately with management, other Team Members and outside contacts of different backgrounds and levels of experience.
Relevant certifications such as ITIL, HDI or similar are a plus.
Experience with service desk ticketing systems and performance metrics.
Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, and dust.
Benefits
Information not given or found
Training + Development
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Interview process
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Visa Sponsorship
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Security clearance
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Company
Overview
Over $11 billion
Annual Revenue
The company generates over $11 billion in revenue annually, solidifying its position as a top global casino operator.
Born in 1990
Year of Founding
The company originated from a single property in 1990, marking the beginning of its journey in hospitality and gaming.
It transformed iconic regions — from The Venetian and Palazzo in Las Vegas to Marina Bay Sands in Singapore and mega resorts in Macau.
Its hallmark projects boast vast convention centers, luxury accommodations, celebrities’ restaurants, malls, and entertainment venues.
Specializing in hospitality-driven gaming, large-scale exhibitions, and luxury leisure infrastructure across Asia and North America.
It stands out by redefining tourism hubs — combining world-class conventions with immersive entertainment under one roof.
An unusual legacy: it no longer owns Strip casinos in Vegas but continues to shape global resort experiences in Asia.
Culture + Values
We are committed to creating extraordinary experiences for our guests and team members.
We operate with integrity, transparency, and accountability.
We demonstrate hospitality, teamwork, and a relentless pursuit of excellence.
We value innovation and embrace change to achieve sustainable success.
We strive to be good corporate citizens and work towards long-term growth.
Environment + Sustainability
2050 Target
Net-Zero Emissions Goal
Aim to achieve net-zero carbon emissions by the year 2050 as part of broader sustainability efforts.
25% Water Reduction
Water Conservation Initiative
Targeting a 25% reduction in water usage per guest room by 2025 to promote sustainable practices.
30% Energy Reduction
Energy Efficiency Achievement
Reduced total energy consumption by 30% over the past five years, reflecting a strong commitment to energy conservation.
Committed to sustainability with a focus on energy conservation, waste reduction, and water conservation.
Ongoing efforts to eliminate single-use plastics across all properties.
Inclusion & Diversity
50% women
Gender Parity
Women represent half of all leadership positions, achieving gender balance in senior roles.
40% underrepresented
Inclusive Hiring
Aiming to bring in 40% of new hires from underrepresented groups to foster diversity.
Focused on building a diverse and inclusive culture where all employees feel valued.