MGM Resorts International

Global luxury hospitality, casino, entertainment operator

IT Support Lead Engineer

IT Service Desk & End User SupportConfirmed live in the last 24 hours

Full-timeLas Vegas, NV, USANo salary listedIn-person

About the Job

Requirements

At least 5 years of relevant experience in support engineering or a related information technology role is required.
A bachelor's degree is preferred.
Experience supporting enterprise applications and developing and implementing increasingly complex solutions is required.
Strong system troubleshooting skills, including end-to-end diagnostics across multiple platforms, are required.
Project management capabilities, including planning, coordination, execution, and accountability, are required.
High-level knowledge and hands-on proficiency with current Windows operating systems, remote access and support tools, Active Directory, Unix/Linux operating systems, cloud platforms, and networking fundamentals are required.

Responsibilities

Ensure continuous operational availability of critical applications by providing advanced Tier 2 and Tier 3 support in alignment with established service-level agreements.
Conduct complex root cause analysis and design technical solutions that support self-healing and high availability.
Attend and lead project meetings as needed, and support initiatives with technical insights and execution.
Manage the support ticket queue by assigning tickets, monitoring progress, following up, and ensuring timely resolution.
Mentor team members and provide constructive feedback to improve technical and professional proficiency.
Communicate team needs to the department manager and escalate issues as required to ensure 24/7/365 support coverage, including managing on-call schedules.
Act as an escalation point for complex issues from the Operations Center, vendors, and managed service providers, and participate in strike teams as needed to resolve issues.
Provide subject matter expertise on application-level issues and solutions.
Develop and maintain a deep understanding of system and application topologies, including interfacing systems, databases, cloud infrastructure, networking, and other technical layers.
Create, update, and maintain knowledge-base articles, FAQs, and documentation related to applications and application issues for all teams.
Stay current on applications, technologies, and technical skill sets through continuous training.
Escalate unresolved issues to Tier 4 and higher teams, including Architecture, Development, and Infrastructure Engineering, as well as application vendors and other required teams, and follow up.
Track known issues awaiting vendor or development code releases.
Provide technical leadership, enforce version-control best practices, and guide application engineers on tools and processes.
Collaborate with IT teams, business users, stakeholders, and external vendors to resolve issues and drive continuous improvement.

Desired Qualifications

A strong technical background is preferred.

Las Vegas, Nevada

The SHOW comes alive at MGM Resorts International

Have you ever wondered what it would be like to work in a place full of excitement, diversity, and entertainment? Are you enthusiastic about being a team player in one of the most fascinating industries in the world? At MGM Resorts, we seek individuals like YOU to create unique and show-stopping experiences for our guests.

THE JOB:

The IT Lead Support Engineer will ensure the continuous operational availability of critical applications for MGM Resorts International. This role provides advanced (Tier 2 and Tier 3) support for resolving operational issues in alignment with established Service Level Agreements (SLAs). The Lead is responsible for conducting complex root cause analysis, designing technical solutions that support self-healing and high availability, and guiding the team through mentorship and technical leadership. This position requires cross-functional collaboration with internal departments, vendors, and managed service providers to maintain high-quality application performance.

THE DAY-TO-DAY:

Attend and lead project meetings as needed and support initiatives with technical insights and execution
Manage the support ticket queue and assign tickets, monitor progress, follow up on progress and ensure timely resolution
Mentor and provide constructive feedback to team members to improve technical and professional proficiency
Effectively communicate the needs of the team to the department manager and escalate issues as required to ensure 24/7/365 support coverage, including managing on-call schedules
Act as an escalation point for complex issues from the Operations Center, vendors, and Managed Service
Providers; participate in strike teams as needed for resolution. Provide Subject Matter Expertise (SME) on application-level issues and solutions
Responsible for developing and maintaining a deep understanding of system/application topologies including interfacing systems, databases, cloud infrastructure, networking, and various technical layers
Responsible for creating, updating, maintaining knowledge based (KB) articles, FAQs, and documentation related to applications and application issues for all teams
Stay current on applications, technologies, and technical skillsets through continuous training
Escalate unresolved issues to Tier 4+ teams including Architecture, Development, Infrastructure
Engineering, application vendors and any other required team with follow-up.
Track known issues awaiting vendor/development code releases
Provide technical leadership, enforce best practices in version control, and guide application engineers on tools and processes
Provide and maintain high-level knowledge and hands-on proficiency with Windows OS (latest versions),
Remote Access/Support tools, Active Directory, Unix/Linux operating systems, Cloud platforms and networking fundamentals
Collaborate with IT teams, business users, stakeholders, and external vendors to ensure issue resolution and continuous improvement

THE IDEAL CANDIDATE:

5+ Years of Prior Relevant Experience In a Support Engineering or related IT role Required
Bachelor's Degree Preferred
A strong technical background Preferred
Demonstrated experience supporting enterprise applications, with a track record of developing and implementing increasingly complex solutions
Strong system troubleshooting skills, including end-to-end diagnostics across multiple platforms
Project management capabilities which include planning, coordination, execution, and accountability

THE PERKS & BENEFITS:

Prioritize your wellness, access programs crafted to nurture your mental and physical health.
Enjoy unbeatable discounts on hotel stays, dining, retail, entertainment, and exclusive partner perks for travel, tech, and beyond!
Park with ease—whether you're on or off shift, it's free!
From healthcare to financial support and generous time-off options, we’ve got you covered.
Elevate your career with development programs, connect through networking events, and make a difference with community volunteer opportunities.

VIEW JOB DESCRIPTION:

https://mgmresorts.marketpayjobs.com/ShowJob.aspx?EntityID=2&jobcode=12538

Are you ready to JOIN THE SHOW? Apply today!

About the Company

MGM Resorts International

Global luxury hospitality, casino, entertainment operator

MGM Resorts International operates a portfolio of luxury destination resorts that offer hotel rooms, casino gaming, live entertainment, dining, and retail. Its products work by combining accommodations, gaming, and entertainment with on-site venues and services, and by selling rooms, gambling, meals, tickets, and retail items; the M Rewards loyalty program encourages repeat visits and higher spend, while the company also creates tailored packages for corporate events and large groups. The company differentiates itself through a broad collection of well-known brands (like Bellagio, MGM Grand, Mandalay Bay, and The Mirage), integrated hospitality and entertainment experiences, and a strong loyalty program that rewards frequent guests. MGM Resorts’ goal is to deliver memorable experiences through high-quality service and diverse offerings, while growing revenue from rooms, gaming, food and beverage, and events.

Company size: 10,001+
Company stage: IPO
Headquarters: Paradise, NV
Founded: 2000

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