IT Service Desk Manager

PENN Entertainment, Inc. is North America’s leading provider of integrated entertainment, sports content, and casino gaming experiences. From casinos and racetracks to online gaming, sports betting and entertainment content, we deliver the experiences people want, how and where they want them.

We’re always on the lookout for those who are passionate about creating and delivering cutting-edge online gaming and sports media products. Whether it’s through ESPN BET, Hollywood Casino, theScore Bet Sportsbook & Casino, or theScore media app, we’re excited to push the boundaries of what’s possible. These state-of-the-art platforms are powered by proprietary in-house technology, a key component of PENN’s omnichannel gaming and entertainment strategy.

When you join PENN Entertainment’s digital team, you’ll not only work on these cutting-edge platforms through theScore and PENN Interactive, but you’ll also be part of a company that truly cares about your career growth. We’re committed to supporting you as you expand your skills and explore new opportunities.

With locations throughout North America, you can build a future at PENN Entertainment wherever you are. If you want to challenge conventions in gaming, media and entertainment, we want to talk to you.

About the Role & Team
We are searching for a highly motivated and experienced IT Service Desk Manager to lead our team of IT Analysts located in multiple office locations (Cherry Hill & Philadelphia). The ideal candidate possesses a strong technical background, exceptional customer service skills, and a proven track record of managing and motivating a team. This individual will be responsible for overseeing daily operations, ensuring timely resolution of end-user issues, and improving the overall efficiency and effectiveness of the Service desk.

About the Work: 

• Manage and mentor a team of support Technicians: This includes hiring, training, scheduling, evaluating performance, and providing ongoing development opportunities for staff located in 3 separate offices.
• Oversee daily Service Desk operations: Ensure efficient and timely resolution of end-user issues, prioritize requests based on urgency and impact, and escalate complex issues to appropriate IT personnel.
• Develop, implement, and maintain Service Desk processes and procedures: This includes creating knowledge base articles, documenting troubleshooting steps, and streamlining support workflows to optimize efficiency.
• Track and analyze Service Desk metrics: Monitor key performance indicators (KPIs) such as first call resolution rate, average handle time, and customer satisfaction to identify areas for improvement and measure team performance.
• Maintain inventory of hardware and software assets: Manage the procurement of new equipment, track licenses and warranties, and ensure proper disposal of outdated technology.
• Stay up-to-date on the latest technologies and trends in IT support: Continuously learn and adapt to the evolving technological landscape to provide the best possible support to end-users.
• Collaborate with other IT teams: Work effectively with systems administrators, infrastructure engineers, and other IT professionals to resolve complex technical issues and implement new technologies.
• Develop and maintain positive relationships with end-users: Foster a customer-centric culture within the Service Desk team, ensuring that all interactions are professional, courteous, and helpful.
• Senior support role: When required, research, respond to, and resolve, intermediate-to-complex problems relating to computer hardware, software, telepresence, user accounts, mobile devices, network, telco, audio-visual and printing.

About You: 

• Experience in Information Technology management.
• High degree of technical knowledge and the ability to guide team members to technical resolutions
• Knowledge and troubleshooting experience (5-7 years) in Windows and Apple operating systems.
• Possess knowledge and experience with cloud services, such as Microsoft 365, Google Workspace, Azure, GCP, AWS, Beyond trust, Jamf, Qualys, Atlassian Jira and Confluence.
• Knowledge of IT systems on-prem and cloud, IAM, network security, virtualization, directory services, patch management, device management (MDM), endpoint security, VPN, cloud applications security
• Understanding of Microsoft Active Directory.
• Help Desk work order applications systems such as Jira Service Management.
• Knowledge of ITIL (Information Technology Infrastructure Library) principles and best practices.  
• Cisco / Palo Alto equipment knowledge is a plus.
• Industry certifications such as MCSE, VCP, CCNA, ITIL, CISSP, or equivalent experience is an asset 

What We Offer

• Competitive compensation package.
• Comprehensive Benefits package.
• Fun, relaxed work environment.
• Education and conference reimbursements.
  
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Recently being recognized as a top workplace in the United States, we believe people work their best when they can be themselves. We are looking for hungry, innovative thinkers to help us challenge the status quo of the gaming industry.  Diversity, equity, and inclusion are vital to all of our processes, programs, and structures. Your story, who you are, and your experience matter here.