Casino Support Manager

Job Title

: Casino Support Manager

Department

: NC Technical Support

Location

: Greenville, NC

Reports To

: Director of Field Services

Status

: Non-Exempt

WHO WE ARE

: Headquartered in Greenville, North Carolina, with a dedicated game studio in Wilmington, Valicy represents a bold new chapter in gaming innovation. Formerly known as Grover Gaming, we have rebranded to reflect our renewed commitment to exploring new possibilities in land-based gaming.

As a developer and distributor of engaging electronic gaming experiences, Valicy is driven by our Mission, Vision and Values with a focus on being relational, excellent, and innovative in all we do.

At the heart of our culture are the values represented by our CARE triangle—People, Company, and Work—which continue to guide everything we do. These principles are deeply rooted in who we are and remain central as we grow and evolve.

With a focus on collaboration, creativity, and long-term partnerships, Valicy is proud to be part of an industry that is constantly moving forward—and we are excited to grow alongside it.

SUMMARY

: The Casino Support Manager is responsible for overseeing the daily operations of the Casino Technical Support team, ensuring alignment with the company's Mission, Vision, and Values. This leadership role involves fostering a collaborative work environment, developing troubleshooting and support protocols, managing documentation processes, and leading strategic projects to improve support processes and customer satisfaction.

Key responsibilities include managing the team providing support for Windows \& Linux-based devices and casino-specific hardware, overseeing the support ticketing system, developing training programs for Support Agents, and providing reports and analysis to senior management. The role requires a proactive leader with strong communication skills, in-depth technical knowledge, and experience in both technical support and management.

QUALIFICATIONS

:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Responsibilities

• Oversee and manage the daily operations of the Casino Technical Support team, ensuring alignment with the company’s Mission, Vision, and Values (MVV).
• Foster a positive and collaborative work environment, encouraging teamwork among Support Agents, field technicians, and product managers.
• Develop and implement troubleshooting and support protocols for Windows \& Linux-based devices, Casino devices and platforms, including Class II products, CMS, SD VLT’s \& SaS, and cabinet hardware.
• Ensure the team provides effective hardware troubleshooting and supports customer requests efficiently and accurately.
• Monitor and manage the documentation process, ensuring detailed notes regarding product functionality, processes, and customer requests are maintained.
• Oversee the support ticketing system, ensuring accurate documentation and timely resolution of customer issues.
• Develop and manage the training and development program for Support Agents, improving their technical and customer service skills.
• Participate in and lead strategic tasking projects, contributing to the improvement of support processes and customer satisfaction.
• Provide reports and analysis on team performance, customer issues, and support processes to senior management.

Requirements

• Proactive and energetic leader with a strong commitment to customer service and team collaboration.
• Willingness to work flexible hours, including afternoon, night, or weekend shifts, and participate in on-call rotation as needed.
• Strong communication skills, including excellent phone etiquette and the ability to communicate complex technical information to non-technical stakeholders.
• In-depth knowledge of Windows and Linux (Ubuntu) operating systems, Docker, Containers, and SQL Database language/RDBMS.
• Extensive experience in hardware and software troubleshooting, with a focus on casino-specific devices and platforms.
• Minimum of 5 years of professional experience in a technical support role, with at least 2 years in a leadership or management position.
• Proven ability to develop and implement effective training and development programs for technical support staff.
• Demonstrated ability to lead and manage strategic projects aimed at improving customer support and satisfaction.
• Strong analytical skills, with the ability to analyze and report on team performance and customer support metrics.

WORK ENVIRONMENT

:  The usual work environment is typical of an office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate with no material or weather-related hazards except those associated with travel.

PHYSICAL DEMANDS

: The physical demands described in this section are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While working as a Technical Support Representative, the employee will be regularly required to sit, see, talk, and hear. The employee will be required to stand, use hands to finger, handle, or feel (including frequent use of manual dexterity for keyboarding), and reach with hands and arms. The employee will be required to occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

This Job Description is to be used as a guide for accomplishing Company objectives. The description incorporates the most typical duties performed and covers only the primary functions and responsibilities of the position. It is recognized that other related duties not specifically mentioned may also be performed. The inclusion of those duties would not alter the overall evaluation of this position.