Job Description
Be the face of Muckleshoot Casino Resort for new hires and team members; exemplify Muckleshoot Casino Resort’s values and set a great example by always demonstrating excellent guest service and professionalism. Practice, support, and promote the Vision and Mission Statements, Core Values, and Management/Leadership Standards of the Muckleshoot Casino Resort. Manage 3rd-party vendors for day-to-day operations, including support desk and employee onboarding/offboarding. Partners with the executive sponsor to communicate program goals, objectives, and potential outcomes. Perform monthly audits to ensure compliance. Collaborate with department heads to find ways that IT can make delivering client work more efficient and pain-free. Provide on-call support when necessary. Develops and controls the program budget and manages expenditures within agreed spending plans. Ensure IT operations align with all applicable tribal, federal, and state gaming regulations, including NIGC (National Indian Gaming Commission) requirements. Oversee documentation, audits, and compliance reporting related to IT systems, controls, and access. Partner with internal compliance and Tribal Gaming Agency (TGA) to ensure technology systems support regulatory enforcement and transparency. Lead preventative maintenance programs and system monitoring to identify and mitigate risks before service disruptions occur. Plan and execute upgrades, migrations, and lifecycle refreshes to reduce operational risk and cost. Promote a customer-focused, service-oriented culture within the IT department. Develop staffing plans, job roles, training programs, and performance evaluations to build a resilient and capable IT operations team. Participate in enterprise projects such as gaming system installations, hotel system integrations, and AI/data-driven enhancements. Lead or support change management processes for technology rollouts and major IT changes. Ensures and balances the required skills and competencies available across the operations. Leads reviews with the executive sponsor and stakeholders to identify organic or specific program needs and directs the development of appropriate approaches. Leads stakeholder mapping, communications, and reporting development and maintenance. Acts as an advisor and builds and maintains relationships across the wider stakeholder community. Monitor and manage time tracking for internal resources. Develop contingency plans for potential risks. Review/gather status reports from the team and issues weekly project/initiative status reports. Influence and holds team members accountable for assigned tasks. Set and review expectations with team members. Identify and resolve conflicts among team members and work with the IT PMO and other department management towards resolution. Create, maintain, and facilitate a positive and safe work environment; promote positive team member relations and reports issues to appropriate personnel. Smile. Engage guests, team members and vendors with a professional and friendly demeanor. Performs other duties as assigned.
