Evolution · 19 hours ago
Service Support Team Leader
Atlantic City, NJ, USA
Full-time
Onsite
Entry, Mid Level
$50K/yr - $60K/yr
2+ years expEvolution is the world’s leading provider of video-streamed Live Casino solutions, delivering world-class live dealer gaming to their licensees. They are seeking a Service Support Team Leader responsible for supervising the Service Support Specialists team, overseeing department performance, and developing team capabilities.
CasinoGamblingGaming
Responsibilities
Ensuring correct measurement and achievement of key performance indicators (KPI's) of Service Support Department
Helping the Service Support team to resolve incidents as they occur in the Live Casino studio
Acting as the point of escalation for complex issues faced by the team
Monitoring the standard of work and evaluating performance of the team on a regular basis
Reporting monthly on staff performance, direct report activity and domain performance against KPI's
Coordinating recruitment activities when needed
Handling disciplinary and other HR issues when they arise
Reviewing, updating procedures and rules, new system testing, new table launching
Assisting in the maintenance of the Service Management Knowledge Base
Liaising with other departments to ensure that all policies and procedures are in line with licensing requirements
Ad hoc projects - lead and/or participate in business unit projects
Qualification
Required
High school diploma/GED
2+ years of experience troubleshooting issues in live studio environment
1+ years of experience monitoring service and/or performance KPI's
Hands on experience handling complex technical and nontechnical support issues
Ability to analyze situations quickly and make prompt decisions in a possibly tense environment
Strong written and oral communication skills
Strong computer skills (Microsoft Office, Jira, proprietary database tools)
Ability to multitask and handle high pressure situations
Ability to maintain strict confidentiality
Ability to communicate effectively to establish cooperative linkages among staff
Analytical and action oriented
Preferred
Associates degree or higher
Benefits
Paid Time Off
Paid Holidays
401k Employer Match
Medical, Dental & Vision Insurance Plans
Company Paid Life and AD&D Insurance
Commuter Flexible Spending Account (FSA)
Nationwide Employee Discount Program
Full Training & Growth Opportunities
Professional and personal development – for the right person there is opportunity for the role to grow in responsibility
Company
Evolution
Evolution is a world-leading innovator in product development and advanced IT solutions for online casinos.
10001+ employees
H1B Sponsorship
Evolution has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (1)
Funding
Current Stage
Public CompanyTotal Funding
unknownKey Investors
Ken Dart
2024-08-08Post Ipo Equity
2015-03-20IPO
Leadership Team
J
Jens von Bahr
CEO and Co-Founder
Recent News
News Powered by Cision
2025-12-14
Company data provided by crunchbase