Manager, Product Support

IGT

. Oversee resolution of internal and external customer requests received through email, remote computer access, and telephone .

Posted 11/9/2026full-timeNebraska • United StatesSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical customer support and troubleshooting within casino and information technology environments, with strong capabilities in managing escalated customer requests and collaborating with cross-functional teams. Proficient in software products and operational technologies, with a focus on maintaining high standards of customer service and compliance.

Highest-signal resume keywords

Technical Customer SupportTroubleshooting ExperienceMicrosoft Office ProficiencyCasino Industry KnowledgeProject Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingTechnical SupportSoftware ProductsMicrosoft WindowsMicrosoft SQLDatabase ManagementQuality AnalysisUser Acceptance TestingCompliance ManagementOperational Technologies

Soft Skills

Team BuildingCoaching and DevelopmentAnalytical SkillsExcellent CommunicationAttention to Detail

Tools & Technologies

NewaveResort AdvantageCustomer-Support Tracking SystemCall Center TechnologiesMicrosoft Office Applications

Certifications & Qualifications

Bachelor’s Degree in Computer ScienceJurisdictional Licensing

Industry Keywords

Casino EnvironmentGaming RequirementsCustomer RequestsEscalated Support CasesCompliance and Audit Management

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Oversee resolution of internal and external customer requests received through email, remote computer access, and telephone
Manage escalated customer requests and support cases
Review customer issues and communicate action items to internal teams
Troubleshoot, diagnose, and correct complex or escalated hardware and software issues
Maintain the company customer-support tracking system
Identify appropriate channels and resources for resolving customer issues
Coordinate collaboration between internal teams to resolve customer issues and inquiries
Manage and maintain support documentation
Collaborate on user acceptance testing and quality analysis for new software and updates
Provide technical instruction on company software and hardware and deliver product training
Communicate software errors to internal teams and recommend solutions
Investigate emerging issues, conduct preliminary analysis, and prepare written reports for management
Work with cross-functional teams to achieve project objectives and ensure products meet regulatory requirements
Direct employee work and manage recruiting, hiring, training, scheduling, evaluation, coaching, staff development, promotions, transfers, and disciplinary action
Perform other related duties as assigned

Requirements

What you’ll need

Bachelor’s degree in Computer Science, or a combination of education in a related field and equivalent work experience
8–12 years of experience working with software and hardware in a casino or information technology environment
At least one year of technical customer support and troubleshooting experience
Experience with technical and operational technologies and issues related to product offerings and service solutions
Experience with software products, including Newave, Resort Advantage, and compliance and audit management
Knowledge of casino and gaming environments and requirements
Proficiency in Microsoft Office applications, especially Excel, Word, and PowerPoint
Proficiency and experience with Microsoft Windows operating systems and software
Ability to obtain required jurisdictional licensing
Ability to travel approximately 0–10%, or as business needs require
Valid travel documentation and reliable transportation
Ability to work at the assigned location, except when traveling for business
Ability to remain seated at a computer for extended periods and perform repetitive keyboard, mouse, and telephone tasks
Ability to sit, stand, or walk for extended periods
Ability to bend, reach, twist, squat, and occasionally lift up to 30 pounds
Preferred: External customer support experience
Preferred: 0–2 years of experience managing processes, projects, or people
Preferred: Database and data storage experience
Preferred: Proficiency and knowledge of Microsoft SQL
Preferred: Knowledge of call center technologies used in technical support
Preferred: Systems administration and some programming experience
Team building, coaching and development, conflict management, business acumen, collaboration and teamwork, process management, composure, and resilience
Strong analytical skills and ability to produce professional reports
Excellent written and verbal communication across all organizational levels
Ability to work accurately and efficiently, maintain attention to detail, and meet deadlines
High integrity, trustworthiness, and strict confidentiality
Ability to adapt to changing processes, performance standards, goals, and budget requirements
Ability to manage multiple tasks and work autonomously under general direction with minimal to moderate supervision

Benefits

Comp & perks

401(k) savings plan with company contributions
Medical insurance
Dental insurance
Vision insurance
Life coverage
Disability coverage
Paid time off
Tuition reimbursement
Wellness programs
Bonus or commission opportunities may be available depending on the role