Why this job matters

At Ko-Kwel Casino Resort, great guest experiences and smooth operations depend on technology that’s reliable, secure, and supported with care. The IT Service Manager in Medford is the on-site leader who makes sure our local IT team delivers consistent, friendly, and responsive support, so team members can do their work without tech getting in the way. This role connects the day-to-day needs of the site with the broader IT organization, helping keep systems stable, compliant, and ready for what’s next.

What you bring to the table

• Make sure the space stays safe, clean, and friendly for both guests and the rest of the team; speak up and report any safety concerns to the Safety Committee.
• Hiring, training, monitoring, mentoring, scheduling, supporting professional development, making work assignments, and addressing performance needs for the local IT team
• Leading by example and modeling Ko-Kwel Casino Resort values of integrity, honesty, and teamwork
• Monitoring and acting on local IT work requests to ensure timely processing, assignment, escalation, and quality of service
• Collaborating, coordinating, and communicating local IT activities with other Ko-Kwel Casino Resort IT teams to support cohesive standards, dependable service delivery, and strong outcomes for requestors
• Instituting preventive maintenance, disaster recovery, inventory, documentation, and change control processes for local IT systems to support reliable day-to-day operations and minimize business impact during adverse events
• Meeting regularly with local business units to understand vision, needs, pain points, and workflow
• Analyzing input from business units and championing operating needs to IT partners and vendors
• Providing actionable plans to help business units best utilize system capabilities
• Ensuring compliance with applicable regulatory frameworks and security best practices
• Participating in evaluation, selection, and implementation of systems as a project manager or project team member
• Collaborate with the Coos Bay IT Service Manager to ensure both resorts have the IT resources it needs
• Jump in where needed to support the team and keep things running smoothly. (Other duties as assigned)

What you’re responsible for (and not)

• Directly supervising the local information technology team for the assigned site
• Accessing and using company administrative computer systems and programs appropriately
• Accessing telecommunications systems as needed to support site operations
• Protecting highly sensitive information and maintaining confidentiality (confidentiality agreement required)
• Maintaining eligibility for a Class 3 Gaming license
• Following facility restrictions including no gaming or tip accepting at any time
• Respecting restricted access to sensitive areas and ensuring the team does the same

Physical stuff to know

We’ve included the typical physical parts of the job here. If you need an accommodation to do the work, just let us know—we’re here to support you.

Ability to work weekends, holidays, and evening hours as business demands require, and to take after-hours calls at home in support of Ko-Kwel Casino Resort systems. While performing duties of this position, the employee is required to stand for extended periods, frequently walk, and use hands to finger, handle, or feel objects, tools, or controls. The employee is occasionally required to climb or balance. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 80 pounds with assistance. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Occasional sitting is required. Ability to manage stress appropriately, make decisions under pressure, and manage emotions of others appropriately.

This is a quick summary of the main duties and requirements—it might not cover everything you could be asked to do.

Must-haves, nice-to-haves, and maybe some bonus points

• Friendly and approachable attitude that helps guests (and the team) feel welcome and cared for every day.
• A bachelor’s degree in Information Technology (or a related field) and 5 years of professional IT experience in an enterprise environment. A mix of education, certifications and work experience may be considered.
• A strong foundation in frontline support, maintenance, and documentation across desktop, mobile, audio-visual, and enterprise systems
• Leadership experience supervising and supporting frontline technical staff (two years preferred), with a coaching mindset and clear expectations
• A guest-service approach to internal support—responsive, respectful, and solutions-focused
• Comfort working in a fast-paced, operational environment while staying steady and professional under stress
• Strong organizational skills and a practical, detail-oriented approach that helps the site run smoothly
• Excellent problem-solving skills, including knowing when to escalate and when to roll up your sleeves
• Clear verbal and written communication, with the ability to navigate conflict constructively
• Experience in a casino IT environment (preferred) and familiarity with applications used in hospitality, gaming, and operations (bonus)
• Comfortable communicating clearly and positively with both guests and teammates.