Manager, Gaming Systems Support (Labs)

The Manager, Gaming Systems Support (Labs) will lead a technical team and work closely with casino technical staff focusing on customer lab environments, including installations and upgrades, issue troubleshooting and resolution, and special projects and action plans. This candidate will have strong troubleshooting ability and analytical skills, good customer relation skills, and drive to make things work.

What You'll Do

Team Leadership

• Lead, mentor, and develop a solid technical team, fostering a collaborative, high-performance culture.

• Conduct regular performance reviews, provide constructive feedback, and identify opportunities for professional development.

• Facilitate team meetings to align on goals, share updates, and address challenges.

Customer Service Excellence

• Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolution

• Develop and maintain strong relationships with all stakeholders.

• Oversight of customer satisfaction surveys to include customer follow-up

Operational Management

• Take lead on escalated technical issues and drive them to closure.

•  Maintain and update schedules to ensure phone and project coverage

• Oversee daily operations, ensuring efficiency and productivity.

Reporting and Documentation

• Prepare and present regular reports on operational performance, team productivity, and customer satisfaction.

• Maintain accurate and up-to-date documentation of support procedures, policies, and knowledge bases.

• Ensure compliance with company policies, jurisdictional regulations and requirements, and quality standards.

What We're Looking For

• Bachelor’s degree in Business Administration, Management, or a related field.
• Minimum 5 years experience in Customer Support
• Ability to speak to customers’ system environments on technologies including MSSQL, Windows AD environments, Enterprise networking such as CISCO, HP switches and routers, VMWare, HyperV, or cloud based virtual environments (AWS, Azure, in-house clouds)
• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• Proficiency in customer Support software and tools
• Strong problem-solving and conflict resolution skills
• Ability to analyze data and generate actionable insights
• Customer-focused mindset with a commitment to delivering exceptional service
• Ability to thrive in a fast-paced and dynamic environment
• High level of emotional intelligence and empathy
• Strong organizational and time management skills

Company Summary

About Aristocrat

Aristocrat Leisure Limited (ASX: ALL) is a leading gaming content creation company powered by technology to deliver industry-leading casino games together with mobile games and online real money games, collectively entertaining millions of players worldwide, every day. Headquartered in Sydney, Australia, Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), mobile games publishing (Pixel United) and regulated online real money (Aristocrat Interactive). Our team of over 8,500 people across the globe are united by our company mission to bring joy to life through the power of play.

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

Up to 25%

Pay Range

$95,480 - $177,320 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.