Senior Manager of IT Operations

Job Description:

Senior Manager of IT Operations

Description

POSITION EXPECTATIONS

The Senior Manager of IT Operations manages the LVCVA IT Help Desk and support staff. This position ensures the efficient tracking and use of LVCVA IT hardware and software to support the overall business and its Ambassadors.

What You’ll Accomplish:
Keep in mind that this list is not all-inclusive .

• Lead An Extraordinary Team:
  • Manage a team of IT Help Desk Ambassadors.
  • Plan, assign and direct work for daily operations and special projects.
  • Maintain appropriate staffing levels to meet the needs of the business.
  • Hire, onboard, coach, and appraise performance.
• Provide Extraordinary Service:
  • Oversee prompt escalation for technical assistance via phone, email, and in person.
  • Document service and incident request status to ensure the IT Help Desk is providing timely updates to Ambassadors and external customers.
  • Manage the install, configuration, and troubleshooting of hardware for Ambassadors.
  • Provide consistent communication appropriately across multiple levels of the LVCVA. Inform department head of significant areas of concern and overall Help Desk performance.
• Plan and Document Processes:
  • Maintain ITD policies and procedures, including recommendations for new policies and procedures, best practices, metrics, and customer service guidelines to maintain an effective Help Desk environment.
  • Participate in the planning, execution, and deployment of IT department projects.
• Manage IT Resources:
  • Ensure the IT department is managing assets in a fiscally responsible manner.
  • Maintain detailed tracking of hardware inventory.
  • Assess the needs of the LVCVA and make recommendations to senior leaders, which address those needs

What We’re Looking For:

• Bachelor’s degree in information technology or related field
• Minimum four years’ experience in a supervisory or management role
• Advanced knowledge in Help Desk operations and leading a team
• Effective in multiple Information Technology disciplines, including hardware, software, telecommunications, networking, and cyber security
• Effective verbal, written and interpersonal communication skills
• Possess:
  • Excellent listening and troubleshooting skills
  • Excellent organization and time management skills to meet deadlines
• Ability to:
  • Interpret a variety of instructions furnished in written, oral, diagram or schedule form
  • Demonstrate commitment to valuing differences among individuals and being inclusive
  • Handle sensitive information with the highest degree of integrity and confidentiality

The Las Vegas Convention and Visitors Authority (LVCVA) provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, the LVCVA will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at peopleconnect@lvcva.com

MANAGEMENT-CLASS BENEFITS

Your total compensation at the Authority includes not only your salary, but also the following benefits. These benefits increase your total compensation from 30 to 40 percent.

NEVADA PERS RETIREMENT PROGRAM

• 100% employer paid
• https://www.nvpers.org

NO SOCIAL SECURITY TAXES WITHHELD

INSURANCE - 100% Employer Paid

• Medical/Dental/Vision/Rx (employee and dependents)
• Life Insurance - $15,000 plus an amount equal to your annual base salary up to a max of:
  • $200,000 for Sr. Director and Director
  • $150,000 for Sr. Manager and Manager
• Long-Term Disability (LTD) Insurance

VOLUNTARY INSURANCE - 100% Employee Paid

• Life Insurance
• Supplemental Insurance
• Long-Term Care Insurance
• Flexible Savings Accounts (FSA & Dependent Care FSA)
• Pet Insurance

PERSONAL TIME OFF (PTO)

HOLIDAYS

• 13per year, includes birthday

DEFERRED COMPENSATION (IRS section 457)

ANNUAL MERIT INCREASE - July

• Ambassadors are eligible for an increase to base pay based on achievement of performance measures.

ANNUAL PERFORMANCE INCENTIVE

• Ambassadors are eligible for a performance bonus based upon achievement of goals and successes.

OTHER

• Employee Assistance Program
• Education Assistance

NOTE: Benefits subject to change based on the discretion of management.

Salary:

$91,800.00 - $126,200.00 Annually