Job Title: Casino Support Manager

Department: NC Technical Support

Location: Greenville, NC

Reports To: Senior Director of Field Services

Status: Non-Exempt

WHO WE ARE:

We are Valicy.

We make games. We also make the machines they run on.

What we're building matters. How we treat people matters more.

OUR MISSION:

We exist to create excellent gaming experiences, treat our customers the way we want to be treated, and positively impact people's lives through a culture of care.

Seven values guide how we work. We call it our FIGHTER mindset:

Fun: Enjoy the journey together

Innovative: Consistently pushing new boundaries through creativity

Growth: Committed to growing personally and professionally

Humble & Passionate: It’s important to be both

Teamwork: Built on trust, healthy conflict, commitment, accountability, and results

Excellence: Pursuing high standards in everything we do

Relational: Building trust and relationships with customers and teammates

If this is the kind of place you've been looking for, let's talk.

SUMMARY: The Casino Support Manager is responsible for overseeing the daily operations of the Casino Technical Support team, ensuring alignment with the company's Mission, Vision, and Values. This leadership role involves fostering a collaborative work environment, developing troubleshooting and support protocols, managing documentation processes, and leading strategic projects to improve support processes and customer satisfaction.

Key responsibilities include managing the team providing support for Windows & Linux-based devices and casino-specific hardware, overseeing the support ticketing system, developing training programs for Support Agents, and providing reports and analysis to senior management. The role requires a proactive leader with strong communication skills, in-depth technical knowledge, and experience in both technical support and management.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

RESPONSIBILITIES:

• Oversee and manage the daily operations of the Casino Technical Support team, ensuring alignment with the company’s Mission, Vision, and Values (MVV).
• Foster a positive and collaborative work environment, encouraging teamwork among Support Agents, field technicians, and product managers.
• Develop and implement troubleshooting and support protocols for Windows & Linux-based devices, Casino devices and platforms, including Class II products, CMS, SD VLT’s & SaS, and cabinet hardware.
• Ensure the team provides effective hardware troubleshooting and supports customer requests efficiently and accurately.
• Monitor and manage the documentation process, ensuring detailed notes regarding product functionality, processes, and customer requests are maintained.
• Oversee and audit the support ticketing system, ensuring accurate documentation and timely resolution of customer issues.
• Develop and manage the training and development program for Support Agents, improving their technical and customer service skills.
• Participate in and lead strategic tasking projects, contributing to the improvement of support processes and customer satisfaction.
• Provide reports and analysis on team performance, customer issues, and support processes to senior management.
• Create and implement Standard Operating Procedures and processes.
• Measure and Track Key Performance indicators or KPI’s for each team to establish strategic goals and operational efficiency. ‘
• Collaborate with cross-functional leadership to establish holistic processes and efficiencies.

REQUIREMENTS:

• Proactive and energetic leader with a strong commitment to customer service and team collaboration.
• Willingness to work flexible hours, including afternoon, night, or weekend shifts, and participate in on-call rotation as needed.
• Strong communication skills, including excellent phone etiquette and the ability to communicate complex technical information to non-technical stakeholders.
• In-depth knowledge of Windows and Linux (Ubuntu) operating systems, Docker, Containers, and SQL Database language/RDBMS.
• Extensive experience in hardware and software troubleshooting, with a focus on casino-specific devices and platforms.
• Minimum of 5 years of professional experience in a technical support role, with at least 2 years in a leadership or management position.
• Proven ability to develop and implement effective training and development programs for technical support staff.
• Demonstrated ability to lead and manage strategic projects aimed at improving customer support and satisfaction.
• Strong analytical skills, with the ability to analyze and report on team performance and customer support metrics.