IT Service Delivery Team Lead

The IT Service Delivery – Team Lead manages the daily operations of technology applications and equipment, ensuring seamless functionality and optimal system performance. This role provides remote and on-site technical support, including troubleshooting, installations, repairs, upgrades, backups, and routine maintenance.

In addition to technical responsibilities, this position includes people management duties such as leading and mentoring a team of IT support professionals, setting performance goals, providing training and development opportunities, and conducting regular performance evaluations. The Team Lead is also responsible for effective resource allocation, fostering team collaboration, and driving continuous improvement in service delivery to enhance overall efficiency and user experience.

What You'll Do

• Deliver professional, high-quality IT Helpdesk customer service to internal employees.

• Build and maintain strong relationships with the Global Aristocrat IT team.

• Operate effectively in a fast-paced, high-intensity, and team-oriented environment.

• Open, update, categorize, and resolve trouble tickets with detailed documentation.

• Diagnose and troubleshoot technical issues on local and remote devices, proactively addressing potential problems.

• Manage incidents and service requests, including escalations, within the ticketing system.

• Assist in developing and maintaining technical processes and procedural documentation.

• Provide coaching and support to team members, assisting with escalations as needed.

• Build, maintain, and troubleshoot PCs, laptops, and proprietary client hardware.

• Offer user assistance via phone, email, walk-up support, remote access, and virtual smart bar.

• Assist with hardware procurement and budget management.

• Perform additional duties as assigned by management.

People Management

• Lead and mentor a team of IT support professionals, fostering a high-performance and collaborative work environment.

• Set performance goals, provide regular feedback, and conduct performance evaluations.

• Organize training and development opportunities to enhance team skills and technical knowledge.

• Ensure efficient resource allocation and workload distribution.

• Drive continuous improvement in IT service delivery by implementing best practices and process enhancements.

Physical Demands

• Requires the ability to lift and move computer equipment, including unpacking, setting up, and relocating hardware.

• Must be able to push and pull carts weighing up to 140 pounds and lift up to 50 pounds multiple times per day or week.

• This role requires strong technical expertise, leadership skills, and a commitment to delivering excellent IT support services in a dynamic environment.

What We're Looking For

• Requires a high school diploma. An associate degree in Information Technology or a related field is preferred.

• At least 4 years of experience in an IT-related field is minimally required.

• A+, Network +, Security + certification preferred; MCP certification or equivalent preferred. ITIL certification or experience is a plus.

• Helpdesk/Service Desk experience in a large Enterprise environment

• Prior Leadership experience is a plus

• Technical knowledge across a broad range of IT disciplines

• Strong verbal and written communication skills.

• Strong customer focus and attention to detail.

• Must be customer service oriented.

Why Aristocrat?

Aristocrat is a world leader in gaming content and technology, and a top-tier publisher of free-to-play mobile games. We deliver great performance for our B2B customers and bring joy to the lives of the millions of people who love to play our casino and mobile games. And while we focus on fun, we never forget our responsibilities. We strive to lead the way in responsible gameplay, and to lift the bar in company governance, employee wellbeing and sustainability. We’re a diverse business united by shared values and an inspiring mission to bring joy to life through the power of play.

We aim to create an environment where individual differences are valued, and all employees have the opportunity to realize their potential. We welcome and encourage applications from all people regardless of age, gender, race, ethnicity, cultural background, disability status or LGBTQ+ identity. We offer a range of flexible working options through all.flex, our flexible hybrid work model and invite you to have a conversation with us about flexible working. EEO M/F/D/V

• World Leader in Gaming Entertainment

• Robust benefits package

• Global career opportunities

Our Values

• All about the Player

• Talent Unleashed

• Collective Brilliance

• Good Business Good Citizen

The US based roles may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

Travel Expectations

None

Pay Range

$72,450 - $134,550 per year

Our goal is to pay a market competitive salary focusing near the median of our pay ranges. However, final offers for all positions will be based on several factors such as experience level, education, skills, work location, and internal pay equity.