Service Support Supervisor

The Service Support Supervisor is responsible for the continuous monitoring and support of all Multi-Site Progressive (MSP) systems operations. MSP operates in a secure facility 24/7 and requires constant monitoring and maintenance due to the critical nature of gaming activities that they support.

This role ensures operational efficiency, regulatory compliance, and high-performance service delivery while leading and mentoring a team of MSP Service Support Representatives (SSR). The supervisor will serve as an escalation point for technical and operational issues, assisting the MSP Service Support Manager in staff management, project execution, and driving process improvement across the department.

***Shift Friday thru Tuesday 10am-7pm***

• Maintain and manage a 24/7 staffing schedule to ensure adequate coverage.

• Recruit, mentor, and develop Service Support Representatives and nurture an environment where they can excel through encouragement and empowerment.

• Provide daily direction and communication to employees so that Service Support calls and tickets are answered in a timely, efficient, and knowledgeable manner.

• Ensure that Phone Queue metrics, Service Level Agreements, and Key Performance Indicators are met, and problems are escalated appropriately.

• Handle complaints/escalated issues and investigate, track, and resolve customer concerns; identify trends, partner with device manufacturers, and implement solutions.

• Manage the setup and installation of new sites and links in the proprietary administration program.

• Provide continual evaluation of processes and procedures; suggest methods to improve department operations, efficiency, and service.

• Maintains updated Documentation and Procedures for MSP Operations Staff; works closely with other departments to ensure procedures are adhered to for ATI MSP operations.

• Works with MSP System Engineers and team to identify and resolve networking, database, and/or application problems.

• Perform additional responsibilities as assigned.

All employees are responsible for their safety and the safety of others. Therefore, all employees must:

• Participate fully in company health and safety programs and comply with all company OSHA policies and procedures.

• Follow all lawful employer safety and health rules.

• Wear and/or use Personal Protective Equipment, when and how instructed.

• Report hazardous conditions to management.

• Report any job-related injury or illness to management and seek treatment promptly.

What We're Looking For

• Associate degree in a computer-related field preferred; A+ Certification preferred.

• Minimum of 2-4 years of direct technical support experience in a customer contact center.

• One year of supervisory experience in a technical support or IT environment.

• One or more years’ experience in supporting casino systems software is preferred.

• Solid ability to manage procedures, policies, and regulatory requirements in a team environment

• Strong analytical and critical thinking skills with the ability to multitask.

• Knowledge of the Microsoft Office Suite and Windows desktop environment.

• Strong networking and troubleshooting skills.

• Exceptional verbal and written communication skills in English with a customer service-oriented mindset.

• Ability to manage multiple tasks, meet deadlines, and work under pressure.

• Must be able to obtain necessary gaming licenses for the position.

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. 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

Travel Expectations

Pay Range

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.

This position offers a comprehensive benefits package, including health, dental, and vision insurance, paid time off, and a 401(k) plan with employer matching, more details available at https://atibenefits.com/.

Additional Information:

Depending on the nature of your role, you may be required to register with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.