The Manager, Gaming Systems Support (Labs) will lead a technical team and work closely with casino technical staff focusing on customer lab environments, including installations and upgrades, issue troubleshooting and resolution, and special projects and action plans. This candidate will have strong troubleshooting ability and analytical skills, good customer relation skills, and drive to make things work.
What You'll Do
Team Leadership
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Lead, mentor, and develop a solid technical team, fostering a collaborative, high-performance culture.
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Conduct regular performance reviews, provide constructive feedback, and identify opportunities for professional development.
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Facilitate team meetings to align on goals, share updates, and address challenges.
Customer Service Excellence
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Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolution
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Develop and maintain strong relationships with all stakeholders.
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Oversight of customer satisfaction surveys to include customer follow-up
Operational Management
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Take lead on escalated technical issues and drive them to closure.
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Maintain and update schedules to ensure phone and project coverage
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Oversee daily operations, ensuring efficiency and productivity.
Reporting and Documentation
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Prepare and present regular reports on operational performance, team productivity, and customer satisfaction.
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Maintain accurate and up-to-date documentation of support procedures, policies, and knowledge bases.
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Ensure compliance with company policies, jurisdictional regulations and requirements, and quality standards.
What We're Looking For
- Bachelor’s degree in Business Administration, Management, or a related field.
- Minimum 5 years experience in Customer Support
- Ability to speak to customers’ system environments on technologies including MSSQL, Windows AD environments, Enterprise networking such as CISCO, HP switches and routers, VMWare, HyperV, or cloud based virtual environments (AWS, Azure, in-house clouds)
- Strong leadership and team management skills
- Excellent communication and interpersonal skills
- Proficiency in customer Support software and tools
- Strong problem-solving and conflict resolution skills
- Ability to analyze data and generate actionable insights
- Customer-focused mindset with a commitment to delivering exceptional service
- Ability to thrive in a fast-paced and dynamic environment
- High level of emotional intelligence and empathy
- Strong organizational and time management skills
Company Summary
Aristocrat Interactive
Aristocrat Interactive is Aristocrat Leisure Limited’s (ASX:ALL) regulated online Real Money Gaming (RMG) business and was formed in 2024 when the Anaxi and NeoGames businesses (Anaxi, NeoGames, Aspire Global, BtoBet, and Pariplay) came together. The business is an industry leader in content and technology solutions for online RMG, with a full-service offering that includes content, proprietary technology platforms and a range of value added services across iLottery, iGaming and Online Sports Betting (OSB).
About Aristocrat
Aristocrat Leisure Limited (ASX: ALL) is a leading gaming content creation company powered by technology to deliver industry-leading casino games together with mobile games and online real money games, collectively entertaining millions of players worldwide, every day. Headquartered in Sydney, Australia, Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), mobile games publishing (Pixel United) and regulated online real money (Aristocrat Interactive). Our team of over 8,500 people across the globe are united by our company mission to bring joy to life through the power of play.
Our Values
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All about the Player
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Talent Unleashed
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Collective Brilliance
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Good Business Good Citizen
The US based roles may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.
Travel ExpectationsUp to 25%
Pay Range$95,480 - $177,320 per year
Our goal is to pay a market competitive salary focusing near the median of our pay ranges. However, final offers for all positions will be based on several factors such as experience level, education, skills, work location, and internal pay equity.
Top Skills
What We Do
Aristocrat Leisure Limited is an ASX20 listed company and one of the world’s leading providers of gaming solutions. We’re licensed in over 300 jurisdictions and operate in over 90 countries around the world. We’re also proud to have a team of over 6500 employees that deliver outstanding results by pushing the boundaries of innovation, creativity and technology each day. We offer a diverse range of products and services including electronic gaming machines, social gaming and casino management systems, but it doesn’t stop there. Despite our global presence and exponential growth, we remain an ideas company at heart that is committed to delivering outstanding results for our customers and players and an unparalleled experience for our employees, who have the opportunity to grow, be inspired and be the best they can be. Our values of Talent Unleashed, All About the Player, Collective Brilliance and Good Business, Good Citizen guide and inspire us to live our mission of bringing joy to life through the power of play – every day. Come and join us – let’s play!
Why Work With Us
Individually we’re great, but together we’re brilliant. Our employees are the beating heart of our business and we attract the best people in the industry thanks to our unique and inspiring culture. Come and join the team and help bring joy to life through the power of play.
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