Manager - Application Support

Job Description

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

Qualifications

• B.A. or B.S degree in Computer Science, Information Technology, Information Systems (IS/MIS) is highly valued but not required; ITIL Certification a plus
• At least a minimum of eight (8) years in Information Technology (IT) operations, preferably in a hotel/casino environment
• A minimum of four (4) years of progressively responsible experience in a data center/business systems support environment
• A thorough and complete technical understanding of troubleshooting techniques software and hardware
• Experience in Technical and as an IT Leader is required
• Proven experience improving the performance of mission critical business systems technologies
• Previous experience with Application Support in a casino environment strongly valued 
• Understand incident, Request, Change, and problem management process
• Must be able to make process improvement recommendations

Essential Skills & Responsibilities

• Service-Oriented- Has a mindset focused on delivering exceptional internal and external user experiences
• Calm Decision- Making Under Pressure- Remain composed and decisive during critical incidents and outages
• Exceptional Communication- Clear, concise, and audience-aware communication across technical and non-technical stakeholders
• Empathy & Sensitivity- Understands the urgency, pressure, and priorities of users and business teams
• Ownership & Accountability- Strong sense of responsibility for outcomes—not just tasks
• Problem-Solving & Critical Thinking- Analyze complex issues and identify effective solutions quickly
• Collaboration & Cross-Functional Influence- Working seamlessly across teams without direct authority
• Adaptability & Agility- Pivot quickly in fast-changing environments
• Attention to Detail- Precision in monitoring, documentation, and execution
• Coaching & Team Development- Mentor, guide, and elevate team performance

Additional Information

Wynn Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Wynn Resorts does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws confidential according to EEO guidelines.