Senior IT Support Manager

We are looking for a Senior IT Support Manager who loves solving problems and is passionate about building a reliable, secure, and delightful end‑user technology experience. You will lead a global team of IT Support Managers spanning Atlanta, Las Vegas, Mexico City, and Sydney, aligning processes, tools, and service quality across regions. Working closely with IT Engineering, Network, Business Systems, HR, BI, and business leaders, you will raise the bar on IT service delivery, modern endpoint management, and support automation that powers AGS’s growth. You have a proven track record helping companies scale internationally—standing up support operations, tooling, and processes across new regions (e.g., LATAM, APAC, ANZ) while maintaining global standards and local compliance.

Must Have

• Lead a global team of IT Support Managers
• Align processes, tools, and service quality across regions
• Standardize Service Desk & Desktop Support operations
• Manage modern endpoint operations with Intune, SCCM, Entra ID
• Ensure robust support for Windows and macOS environments
• Collaborate with SecOps on security incidents and hardening
• Co-own HR-integrated onboarding/offboarding workflows
• Maintain accurate asset and license inventories
• Coordinate IT tool rollouts and transitions
• Manage vendor relationships and IT support budget
• Publish clear IT communications and updates
• Drive continuous improvement and automation
• Bachelor’s degree in IT or related field (or equivalent experience)
• 8+ years of professional IT Support experience
• 3+ years managing multi-site/global support teams

Good to Have

• Experience with Ivanti ITAM, BeyondTrust Remote Support, Verkada, Exclaimer, PowerShell scripting, and Software Center
• ITIL certification
• Experience deploying AI-driven self-service tools (e.g., virtual agents, automated ticket triage, knowledge bots) to reduce ticket volume and improve user experience

Job Description

Job Summary

We are looking for a Senior IT Support Manager who loves solving problems and is passionate about building a reliable, secure, and delightful end‑user technology experience. You will lead a global team of IT Support Managers spanning Atlanta, Las Vegas, Mexico City, and Sydney, aligning processes, tools, and service quality across regions. Working closely with IT Engineering, Network, Business Systems, HR, BI, and business leaders, you will raise the bar on IT service delivery, modern endpoint management, and support automation that powers AGS’s growth. You have a proven track record helping companies scale internationally—standing up support operations, tooling, and processes across new regions (e.g., LATAM, APAC, ANZ) while maintaining global standards and local compliance.

Responsibilities

• Exercise discretion and independent judgment with respect to matters of significance.
• Manage managers: coach, mentor, and performance‑manage IT Support Managers across four regions; set goals, run playbooks, and foster a “one team” culture.
• Run world‑class Service Desk & Desktop Support: standardize intake, triage, and escalation using Jira Service Management, enforce SLAs/SLOs, and publish service health metrics.
• Modern endpoint operations: lead imaging, patching, compliance, and software delivery with Intune, SCCM, and Entra ID; drive secure configurations with MFA and Conditional Access.
• Cross‑platform support: ensure robust support for Windows and macOS environments, including device enrollment, patching, and security baselines.
• Security partnership: collaborate with SecOps on EDR/XDR alerting, phishing response, and incident runbooks; champion least‑privilege and device hardening.
• Onboarding/offboarding excellence: co‑own HR‑integrated workflows (birthright access, license mirroring, first‑day readiness); ensure timely, complete offboarding.
• Asset & license stewardship: keep accurate inventories with Ivanti ITAM and related tooling; reconcile licenses, optimize spend, and support audits.
• Change & tool migrations: coordinate rollouts and transitions (e.g., collaboration tools, domain/email changes, file‑sharing standards) with minimal disruption.
• Vendor management & budget discipline: obtain quotes, manage renewals, and document ROI for core IT support tools and services.
• Communications & events: publish clear updates for facility notifications, Town Halls, maintenance windows, and executive briefings.
• Continuous improvement: identify bottlenecks, automate routine tasks (PowerShell, workflow automation), and drive “shift‑left” knowledge and self‑service.

Skills/Requirements

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field (or equivalent experience).
• 8+ years of professional IT Support experience with 3+ years managing multi‑site/global support teams (managing managers strongly preferred).
• Hands‑on leadership with Microsoft 365, Intune, SCCM, Entra ID/Azure AD, Windows 10/11, macOS, and Jira Service Management (workflows, SLAs, automations, reporting).
• Expert in designing, operating, testing, and improving support processes; strong problem‑solving and root‑cause analysis skills.
• Security‑minded, with experience partnering on EDR/XDR, phishing/malware response, and secure remote access (e.g., Meraki, GlobalProtect).
• A passion to help your team members and to work with them for the greater good; excellent communication and stakeholder management.
• Be self‑motivated and proactive to get stuff done; comfortable with iteration and change to create and design great things.

Nice to Have

• Experience with Ivanti ITAM, BeyondTrust Remote Support, Verkada, Exclaimer, PowerShell scripting, and Software Center; ITIL certification.
• Experience deploying AI‑driven self‑service tools (e.g., virtual agents, automated ticket triage, knowledge bots) to reduce ticket volume and improve user experience.

Work Location & Team Model

• Onsite – Atlanta, GA (primary).
• Manages a global team with onsite and remote members in Las Vegas, Mexico City, and Sydney; occasional travel required.

Note: All offers are contingent upon successful completion of a background check.

Posted positions are not open to third party recruiters and unsolicited resume submissions will be considered free referrals.

AGS is an equal opportunity employer.

About Us

AGS is a global company focused on creating a diverse mix of entertaining gaming experiences for every kind of player. Our roots are firmly planted in the Class II Native American gaming market, and our customer-centric culture and growth have helped us branch out to become a leading all-inclusive commercial gaming supplier. Powered by high-performing Class II and Class III slot products, an expansive table products portfolio, real-money gaming platforms and content, highly rated social casino solutions for operators and players, and best-in-class service, we offer an unmatched value proposition for our casino partners. Learn more at www.playags.com.