Wynn Resorts
Hospitality
Manager-ApplicationSupport
Neural analysis suggests this role is
optimal for mid candidates.
“Manager - Application Support at Wynn Resorts. Skills: Application support management, ITIL, Team leadership. Manage the application support team. Ensure timely resolution of incidents”
What You'll Achieve.
Maintain high system uptime; Improve incident resolution times; Enhance customer satisfaction; Reduce recurring incidents
Industry & Context.
Root cause analysis; Troubleshooting complex issues
On-call rotation
What They're Looking For.
Must Have
5+ years of experience in application support, Bachelor's degree in Computer Science or related field, Experience with ITIL framework, Experience managing a team
Nice to Have
Master's degree preferred, Experience with cloud platforms, Experience with scripting languages
What You'll Do.
Manage the application support team
Ensure timely resolution of incidents
Oversee problem management processes
Manage change requests
Develop and maintain service level agreements
Collaborate with cross-functional teams
Manage vendor relationships
Plan and allocate resources
Identify and implement process improvements
Mentor and develop team members
Ensure system stability and performance
Provide technical guidance and support
How You'll Work.
Team & Collaboration
Cross-functional teams; Vendor relationships; Stakeholder management
Communication Scope
Incident reporting; Status updates
Process & Methodology
ITIL, Agile methodologies
Full Job Description
The Manager of IT Application Support is a key member of the Wynn Las Vegas IT Team and reports directly to the Director, IT Application Support. This position is responsible for all support analyst and technician personnel and will ensure that all daily tasks are performed by personnel in a timely manner. This position will collaborate with other IT leaders. Core Job Duties & Responsibilities * Manages the daily activities of the Application Support Department to include training, coaching, organizing, planning, and staffing operations. * Responds to the most complex application and hardware issues for customers. Identifies problem tickets and coordinates appropriate corrective action. * Takes a proactive approach to identify and resolve potential issues. * Schedules and organizes work assignments of application support team. * Acts as a coach and mentor. * Provides new hire application support training, in addition to documented step by step new hire IT onboarding. * Prepare operational reports and analyses setting forth progress, adverse trends and appropriate recommendations or conclusions. * Contributes to the creation and modification of overall support policy and procedures. * Manage and oversees Application Support projects/tasks and ensure on-time delivery. Timely reporting of assigned tasks for application support is vital to the success of this department. * Works on special projects to improve operating efficiencies. * Recommend various personnel actions including, but not limited to, coaching, hiring, performance appraisals, promotions, transfers, and vacation schedules. * Perform other management assigned tasks as required * Participate in the on-call incident manager rotation. Team members in this role are successful by * As a leader, equipping your direct reports with performance feedback that encourages growth and aligns to organizational objectives is essential. * Working together across our business and different departments to ensure support mode
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