Security and Help Desk Manager

300 - Information Technology Las Vegas, Nevada


AGS is a full-service designer and manufacturer of gaming products for the casino floor. The Company’s roots are in the Class II, Native American market, and it has recently expanded its product lines to include top performing slot games for the Class III commercial marketplace, as well as live felt table games and mobile gaming.

The recent acquisition of Cadillac Jack®, entry into the table games market, and addition of a mobile gaming segment with the acquisition of RocketPlay, denote a dramatic expansion of AGS products. Increased slot titles and jurisdictional licenses have made AGS the second largest supplier of Class II games in the world and its presence in Class III casinos continues to keep the pace. The diverse line of table products can help casino operators find exactly what they need for any part of the pit and most are available to play for fun online. Last, but not least, the company aims to capture a whole new audience by offering its content through mobile gaming.


The Help Desk Manager is responsible for the development of the short-term and long-term goals for the Help Desk team, including employee development, and ensuring those goals, strategies, and processes align with the AGS vision. This individual supervises and motivates staff in order to maintain productivity, quality, and superior service.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Manage the day-to-day operations of the Help Desk team including; staffing, scheduling, and ensuring employees meet their annual training requirements and goals as well as handling for day-to-day application support, problem resolution, and enhancement requests for programs.
  • Responsible for mentoring and fostering the overall development of the Help Desk employees, including; selection and hiring, training and ongoing development, coaching, and promotion and performance evaluation.
  • Monitor incident trends and anticipate potential problems for proactive resolution.
  • Oversee the Help Desk team projects encompassing the entire development life cycle from analysis, research, and design, configuration, testing/quality assurance, documentation, deployment, maintenance, and support.
  • Oversee the research and analysis of select Help Desk designated technology hardware and software systems, and coordinate the feasibility, cost justification, selection, and purchase of said systems.
  • Productivity: Must efficiently and effectively perform assigned tasks and accept new projects, as demand requires with timely and accurate completion.
  • Quality: Consistently perform to high standards of accuracy, thoroughness and timelines.
  • Interaction: Exhibit a positive manner toward the job and work well with customers and co-workers.
  • Accountability: Self-accountable and accepts consequences of his/her actions. Demonstrates unquestionable integrity in their daily duties.

Education/Minimum Years of Experience:
  • Bachelor’s degree from an accredited college or university with concentration in computer science or a technology or business related field.
  • Minimum of 4-5 years experience in a similar role
  • Professional experience in casino gaming or video gaming industries a plus.
Computer/Technical Skills:
  • Expert Scripting/programing with one of the following: PowerShell, Python, VB Script, Bash Shell, Win Batch, Java, C#
  • Windows 2008 & 2012 Server
  • MS SQL 2008 & 2012 administration and tuning
  • Microsoft Deployment Toolkit or SMS
  • Experience with Active Directory and Group Policies
  • Experience with DHCP, DNS, and IIS
  • Experience with VMWare 5.1 and above
  • Some experience building, load testing and maintaining server-grade hardware
  • Detailed documentation writing skills
  • Strong troubleshooting skills
  • Familiarity with security best practicesPluses:
  • Cisco Networking
  • Understanding of Agile Development and Scrum
  • Experience developing and maintaining websites

Thank you for your interest in a position at AGS.  The best way to get your resume in front of the assigned recruiter and hiring manager is to visit the AGS Careers Page at http://www.playags.com/careers/ and apply directly to the position in which you are interested.

AGS is an Equal Opportunity Employer