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Technical Services Manager

Posted November 4, 2021

Sandia Resort & Casino
Albuquerque, NM
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About This Job


Position Summary

Manages the technical support activities for the IT department.  Maintains and updates computer equipment, hardware, and software to meet the organization needs.  Maintains the IT department’s inventory and coordinates general purchasing of hardware and software.  Supervises a team of Helpdesk personnel that provide technical support to the organization with emphasis on customer service and improved efficiency.

Supervision Exercised

Reports to the Director of IT.

Supervises the Helpdesk Technician II and Helpdesk Technician I team members.

Major Duties and Responsibilities

  1. Manages projects, installs, configures, upgrades, maintains, monitors system performance, network resources and provide guidance to team members.
  2. Supervises helpdesk personnel in accordance with organizational policies and goals.
  3. Insures Helpdesk personnel follow all standard operating procedures.
  4. Assigns, distributes and reviews work orders for accuracy and completeness.
  5. Leads Helpdesk team in operating and maintaining the Avaya telecommunications system.
  6. Provides project management work for the department, which may include reviewing contractor work.
  7. Organizes and maintains all computer inventory and software licensing, processes purchase requisitions for hardware and software and maintain all departmental equipment inventory levels.
  8. Coordinates technical projects.
  9. Performs other tasks such as departmental scheduling, payroll and other administration duties delegated by the IT Director.
  10. Develops performance measures and standards for helpdesk personnel.
  11. Ensures that all Helpdesk associate evaluations are completed properly and adhere to all HR processing guidelines.
  12. Develops, manages and monitors a departmental budget and ensures adherence to departmental budget goals and objectives.
  13. Completes all required internal management training courses offered by the HR department.
  14. Ensures 100% compliance of all MIS Internal Controls and Standard Operating procedures.
  15. Regularly reviews the IT Work Order system and provide recommendations for reducing repeat issues.
  16. Recommends internal/external training for staff.
  17. Conducts regularly scheduled stand ups.
  18. Coordinates regularly scheduled IT technician meetings.
  19. Performs other related duties as assigned.

Secondary Duties and Responsibilities

Knowledge, Skills and Abilities

  1. Working knowledge of the following applications: Microsoft Windows 2003 Server, Microsoft Exchange 2003 Server, Active Directory.
  2. Working knowledge of the following applications: Microsoft Office Suite of applications, Windows XP Desktop Operating Systems, Avaya Phone Switch.
  3. Knowledge of PC systems.
  4. Must have knowledge of budget preparation and management.
  5. Must possess strong customer service skills.
  6. Must have excellent written and verbal communication skills.
  7. Ability to work independently.
  8. Ability to create reports and maintains files.
  9. Ability to analyze business requirements and make recommendations for improvement through technology.
  10. Must have knowledge of the NIGC MICS, Gaming Commission Regulations, Internal Controls and Casino/Resort Policy & Procedures.


Minimum Qualifications, Education and Experience


  1. Bachelor’s Degree in Computer Science, IT, CIS (Computer Information Systems), IT or related field and five (5) years IT support related experience managing IT budgets, purchasing, and inventory controls, including two (2) years’ experience supervising helpdesk personnel in a 500+ desktop, multi-application environment.  Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling nine (9) years may substitute for the required education and experience.

Licensing Status

  1. Must be able to obtain and maintain the required Gaming License.
  2. Will require a post-offer, pre-employment and random drug screening.

Working Conditions

  1. Work is performed indoors and outdoors. Outside work is subject to temperature extremes and inclement weather conditions.
  2. Must be willing to work in a 24x7 environment and be part of an on-call rotation.
  3. Work hours subject to change with overtime work required.
  4. Subject to hazards which may cause personal bodily harm; smoke; diseases; cuts bruises, burns, common cold, influenza, dust, odors and elevated noise levels.
  5. Tasks may be performed on uneven, inclined, hard and soft carpeted floors, cement structures and surfaces.
  6. Duties may involve walking, standing for long periods of time, sitting and crouching.

Additional Information

Salary: $72,874 - $97,652 annually

All applicants must be able to demonstrate their US work authorization during the employment verification process.

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About this Employer

Sandia Resort & Casino

30 Rainbow Road, NE
Albuquerque, NM 87113

(505) 796-7500

228 Room Casino

The Sandia Resort and Casino is situated on the Northeast corner of Interstate 25 and Tramway Road in Albuquerque, New Mexico. Since it first opened in 1994, The Sandia Resort and Casino has undergone extensive developments to its property to provide a truly all-inclusive and luxurious experience for visitors.

Owned and operated by the Pueblo of Sandia, it was the very first Indian casino in New Mexico at its opening. Now there are approximately 25 tribal casinos in the state, including Sandia.

The goal was to create an upscale experience that was close to home for New Mexicans, while encompassing Southwestern pride and culture for out-of-state visitors. With friendly customer service and opulent amenities, this goal was not only realized, it made Sandia Resort & Casino the best place for entertainment in the state.

The Vegas-style casino floor offers 140,000 square feet of your favorite games, including more than 2,300 slots, Blackjack, Craps, Roulette, Mini Baccarat, Pai Gow Poker, Three Card Poker, Bingo, Live Keno, and the state's largest non-smoking Poker room.

This is only the tip of the iceberg in regards to all that Sandia Casino has to offer. With the addition of the hotel in 2005, and another expansion in 2014 to add the golf pavilion and parking garage, Sandia Resort & Casino slowly became much more than just a place to game.

Visitors from all over the nation can now get lost in the lights and sounds of the casino floor, relax at the luxurious Green Reed Spa, dive into the outdoor pool, tee off on the 18-hole championship golf course, listen to their favorite singer at the amphitheater, dine at any of the numerous restaurants, bars, and lounges, get married to their best friend, and spend the night in one of the grand, luxury suites – all available onsite.

Come say hello to New Mexico’s best place to play – Sandia Resort & Casino!