IT Support & Operations Supervisor

Job Description

Job Title: IT Support & Operations Supervisor

Overview:

This dynamic role combines critical IT infrastructure and support responsibilities with essential supervisory duties within the park. The primary focus is on setting up and maintaining the park’s IT hardware and software to ensure smooth operations. Secondary responsibilities include actively assisting around the park as a supervisor, providing support to both park guests and team members with any issues that may arise, IT-related or otherwise.

Key Responsibilities:

• IT Hardware & Software Management:
  • Provide Hardware and Software support for operational and administrative systems, custom/3^rd party software, and Corporate supported business systems.
  • Ensure Six Flags Hurricane Harbor Rockford’s information systems infrastructure is properly maintained and operational.
  • Monitor the Local Area Network (LAN) performance.
  • Monitor and troubleshoot local SF Media Networks and Audio hardware and software.
  • Monitor and maintain park surveillance systems.
• Help Desk & End-User Support:
  • Perform duties associated with Help Desk Management.
  • Document all end-user communications in the Six Flags help desk system, ensuring prompt responses to all calls and work orders.
  • Provide first-level end-user support for all in-park and back-office users.
  • Assist both guests and team members with any technology-related issues.
  • Coordinate and escalate support issues as needed to appropriate local park management, corporate, and/or third-party support teams.
  • Communicate with Park Management Personnel regarding systems status and downtimes.
• Supervisory & Operational Support:
  • Interact daily with guests, team members, and fellow supervisors.
  • Work with a diverse team and cooperate with all team members and Park management.
  • Actively assist park management with any issues that may come up, IT related or otherwise.
  • Investigate and document policy and procedure violations.
  • Participate in status calls or meetings to review initiatives or park needs.
• Security & Documentation:
  • Provide strict adherence to corporate security policies and procedures.
  • Assist in the maintenance of all documentation and materials related to user access rights and roles.

Team Member Expectations:

• Maintain proper grooming and uniform guidelines at all times.
• Follow and enforce all park policies and procedures in a fair and consistent manner.
• Demonstrate strong teamwork skills and the ability to work well with others.
• Exhibit excellent communication skills to interact effectively with Guests, other Team Members, and leadership.
• Ability to handle multiple projects, while paying close attention to details.
• Work with minimal supervision and use efficient time management to complete required tasks and projects.

Qualifications:

• Minimum Age: Must be at least 18 years old.
• Technical Experience:
  • Proven experience troubleshooting hardware, software, and networking issues.
  • Knowledge of Microsoft Products including Windows 11, Active Directory, and Outlook.
• Key Skills:
  • Strong communication skills as a liaison between users and technical support.
  • Excellent organizational and communication skills with close attention to detail.
• Availability: Ability to work a flexible schedule including nights, weekends, and holidays.

Other Functions:

All other duties assigned or necessary to support the park as a whole.