Full-time Director, Technical Services, Walker Digital Table Systems

About Walker Digital Table Systems Walker Digital Table Systems is a global leader in intelligent table game technology. Our patented PJM RFID platform — including Perfect Pay, Perfect Table and Perfect Cage — tracks chips, wagers and game outcomes invisibly, so casino table games look and play like traditional games while operators gain accuracy, security and real-time insight. Headquartered in Las Vegas, WDTS supports casino operators across North America, Asia-Pacific with teams in Las Vegas, Macau, Australia and India. The Role As Director of Technical Services, you will lead our 24/7 remote systems support organization — the team that installs, monitors, supports and restores the software, servers, databases and networks behind our RFID table game technology at casino properties around the world. You will partner with regional leaders to set the strategy and operating plan for Technical Services across North America and Asia-Pacific. You will own uptime, incident response and service quality while developing a strong bench of Assistant Technical Managers and Leads. Reporting to the VP of Global Support, you will also be the senior escalation point for critical issues and our key casino customers. What You’ll Do Strategy and operating plan • Set the strategy, operating model and annual plan for remote systems support across all assigned regions, in partnership with the VP of Global Support and executive leadership. • Define and enforce the tiered support model, ticket triage rules, escalation paths and SLA targets, and report SLA attainment and uptime to executive leadership and customers. • Lead regional initiatives that improve support capability, including monitoring tools, automation, AI-assisted triage, knowledge management and gaming-industry best practices. 24/7 operations and incident management • Own 24/7 monitoring and support coverage of customer systems, including shift structure, on-call rotation and follow-the-sun handoffs between North America and Asia-Pacific. • Own incident, problem and change management for RFID and gaming systems software, from detection and triage through restoration, root cause analysis and customer communication. • Oversee installation, remote diagnostics, system health monitoring, patch and release coordination, and database, server and network maintenance for customer environments. • Serve personally as the senior escalation point for critical (P1) system issues and executive customer escalations. People leadership and capability building • Lead, coach and develop Assistant Technical Managers and Leads, building their technical, operational and people-leadership capability so they own day-to-day escalations. • Set the organization design, staffing levels and budget for the function, and allocate headcount, budget and coverage across regions and teams. • Set performance goals, complete evaluations, approve hiring, promotion and Lead selections within approved headcount, and own workforce planning and succession in partnership with HR. • Keep job descriptions, levels and career paths for the function current in partnership with HR; make final decisions on escalated disciplinary cases in partnership with HR. Cross-functional and customer partnership • Partner with Engineering, Product Management and Sales to route defects, validate fixes and keep RFID and gaming software deployments on plan. • Define the handoff between Technical Services and Field Services so issues needing onsite action are dispatched quickly and remote findings travel with the ticket. • Build trusted relationships with key casino customers as their senior point of contact for escalations and service reviews. Compliance and governance • Ensure operations meet the gaming regulatory, data integrity, data retention, backup and system security requirements of each jurisdiction served. • Maintain compliance with local employment laws and company policy across all regions; review practices regularly. • Monitor KPIs — uptime, SLA attainment, MTTR, backlog and customer satisfaction — and make data-driven decisions to improve outcomes. What We’re Looking For • Bachelor’s degree in Business Administration, Engineering, Computer Science or a related field, or an equivalent combination of education and experience. • 10+ years of experience in technical support, systems operations or network operations center (NOC) roles, including 5+ years leading people — preferably in the gaming or technology sectors. • Proven track record leading 24/7 support or systems operations teams, including on-call and follow-the-sun coverage, in a multinational organization. • Hands-on working knowledge of ITIL (or equivalent) incident, problem and change management and tiered support models. • Experience leading teams and customers across multiple geographies and cultures. • Experience planning and managing budgets, headcount and resource allocation. • Working proficiency with Jira, Confluence, SharePoint and Microsoft Office, plus monitoring, ticketing and remote access tools. • Proficiency with AI tools, including generative AI, used daily as a work productivity tool. • Professional-level written and spoken English. • Ability to work on-site in Las Vegas, travel domestically and internationally up to 20–30%, and respond outside standard hours to critical incidents. • Ability to obtain and maintain Nevada Gaming Control Board gaming employee registration and any other gaming licensing required by the jurisdictions served; satisfactory background check. Nice to Have • Experience with RFID technology, table game systems or casino management systems. • Experience at a gaming supplier, casino operator or gaming technology company. • ITIL 4 Foundation certification or higher. • Experience building a support function or leadership bench in a newly created or scaling role. • Proficiency in an additional language spoken in the regions served (e.g., Mandarin, Cantonese, Hindi). • Experience with complex technology project delivery for casino properties. Knowledge, Skills and Abilities Knowledge • Casino gaming systems software, servers, databases and networks, including integration with RFID table game solutions (RFID experience preferred). • ITIL-aligned incident, problem and change management and tiered support models. • Gaming regulatory, data integrity, data retention, backup and security requirements across multiple jurisdictions. • Database, server and network administration fundamentals sufficient to direct technical diagnosis. Skills • Leading leaders across multiple sites and time zones in a 24/7 operation. • Building and running KPI dashboards and reports in Jira and Confluence; preparing plans, budgets and executive reports in SharePoint and Microsoft Office. • Proficiency with computer applications relevant to the role, including monitoring, ticketing and remote access tools. • Proficiency with AI tools, including generative AI, as a daily productivity tool for analysis, reporting, knowledge management and communication. • Professional-level written English: clear executive reports, customer RCAs and policies. • Professional-level spoken English: confident communication on incident bridges, with executives and with customers. Abilities • Stay calm and decisive during critical incidents and after-hours escalations. • Coach and delegate so that direct reports grow into owners of escalations. • Communicate across cultures and adapt style for audiences in the Americas, Asia-Pacific and India. • Plan and manage budgets, headcount and resource allocation. Work Location and Model This is an on-site role based at our headquarters in Las Vegas, Nevada, five days per week, with domestic and international travel of up to 20–30%. As senior escalation point, you will occasionally respond to critical issues outside standard hours. Relocation assistance may be available for qualified candidates. Physical Requirements and Work Environment • Sit or stand for extended periods at a desk or workstation, including monitoring multiple screens. • Respond outside standard business hours, including nights and weekends, to critical system issues. • Operate a computer, keyboard and standard office equipment. • Travel domestically and internationally up to 20–30% of the time to customer casino properties and WDTS locations (including Macau, Australia and India); hold or be able to obtain a valid passport. • Participate in in-person meetings and presentations, including standing and moving about a room. • Work in an office environment with varying demands and time pressure; visits to casino properties may involve noise, lighting and back-of-house environments. WDTS provides reasonable accommodation to qualified individuals with disabilities, and for other reasons required by law, to enable them to perform the essential functions of the job. Conditions of Employment Employment is contingent on a satisfactory background check and on obtaining and maintaining Nevada Gaming Control Board gaming employee registration and any other gaming approvals required by the jurisdictions we serve. Candidates must be authorized to work in the United States; visa sponsorship is not available for this role. Equal Employment Opportunity Walker Digital Table Systems is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity or expression, national origin, ancestry, age, physical or mental disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local law. WDTS is committed to providing reasonable accommodation to applicants and employees with disabilities; to request an accommodation during the application process, contact Human Resources.