Lead IT Support Engineer

Company: MGM Resorts International
Location: Las Vegas
Posted on: June 2, 2025

Job Description:

US, NevadaThe SHOW comes alive at MGM Resorts InternationalHave 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 be pivotal in ensuring the seamless operational availability of mission-critical applications for MGM Resorts International. This role provides advanced support (Tier 2 and Tier 3) to swiftly address and resolve operational issues in accordance with established Service Level Agreements (SLAs). The Lead will take ownership of conducting in-depth root cause analyses, designing and implementing technical solutions to drive self-healing mechanisms, and ensuring high availability of systems. Additionally, the Lead will provide technical mentorship and leadership to the support team, fostering a culture of continuous improvement. This position demands strong cross-functional collaboration with internal departments, external vendors, and managed service providers to maintain and enhance application performance at the highest standards.THE DAY-TO-DAY:

• Lead project meetings, providing technical insights and execution support.
• Manage the support ticket queue, ensuring timely resolution and progress tracking.
• Mentor team members, offering feedback to enhance skills and professionalism.
• Ensure 24/7/365 support coverage, manage on-call schedules, and escalate issues as needed.
• Act as an escalation point for complex issues and provide Subject Matter Expertise (SME).
• Maintain deep knowledge of system/application topologies, cloud infrastructure, and networking.
• Create and update knowledge base articles, FAQs, and documentation.
• Stay current with emerging technologies and enhance technical skillsets through training.
• Escalate unresolved issues to Tier 4+ teams and track known issues.
• Provide technical leadership, enforce version control best practices, and guide engineers.
• Maintain proficiency in Windows OS, Active Directory, Unix/Linux, Cloud platforms, and networking.
• Collaborate with IT teams, business users, and external vendors for issue resolution and improvement.THE IDEAL CANDIDATE:
  • Bachelor's degree or equivalent experience
  • 5+ years of prior relevant experience in support engineering or related IT role
  • Proven experience supporting enterprise applications, developing and implementing complex solutions
  • Familiarity with hospitality technologies, including Hotel, POS, and/or Casino management systems
  • Strong system troubleshooting skills with end-to-end diagnostics across multiple platforms
  • Project management skills, including planning, coordination, execution, and accountability
  • In-depth understanding of hospitality operational environments
  • Ability to prioritize and manage multiple tasks in dynamic settings, with strong follow-through
  • Expertise in system error messages and resolving system-related issues
  • Knowledge of Agile methodologies and team processes
  • Excellent verbal and written communication skills in English
  • Strong interpersonal skills for collaborating with technical teams, business stakeholders, and external vendors
  • A strong technical backgroundTHE PERKS & BENEFITS:
    • Wellness incentive programs to help you stay healthy physically and mentally
    • Access to company hotel, food and beverage, retail, and entertainment discounts as well as discounts with company partners on things like travel, electronics, online shopping, and more
    • Free meals in our employee dining room
    • Free parking
    • Health & Income Protection benefits (for eligible employees)
    • Professional and personal development through programs and networking opportunities as well as volunteer opportunities in the communityVIEW JOB DESCRIPTION:Are you ready to JOIN THE SHOW? Apply today!

Keywords: MGM Resorts International, Bullhead City , Lead IT Support Engineer, Engineering , Las Vegas, Arizona