Supervisor Employee Service Center (HR)

TL;DR

Supervisor Employee Service Center (HR Operations): Overseeing daily HelpDesk operations and service levels for employee inquiries with an accent on queue management and SLA performance. Focus on leading ESC Leads, resolving complex employee escalations, and improving the overall employee experience across event-driven venues.

Location: Onsite in Las Vegas, NV

Salary: $75,000 — $85,000 USD

Company

A leader in immersive experiences, technology, and media, operating the Sphere in Las Vegas and planning a second venue in Abu Dhabi.

What you will do

• Manage and coach ESC Leads to ensure effective support for Employee Service Representatives.
• Own HelpDesk operations, including queue management, SLA performance, and workload distribution.
• Act as the primary escalation point for complex, sensitive, or high-impact employee inquiries.
• Oversee support for scheduling, staffing, time and attendance, and compliance with CBAs.
• Coordinate onboarding activities, including I-9 verification and new hire paperwork.
• Partner with department managers to provide training on ESC processes and policy fundamentals.

Requirements

• 3+ years of experience in customer service, call center, or HR help desk environments.
• 1+ years in a supervisory or lead role supporting teams in a fast-paced setting.
• Strong knowledge of HR processes, including payroll, onboarding, and employee relations.
• Experience managing HelpDesk queues and SLA performance metrics.
• Proficiency in MS Office and experience with HRIS or ticketing systems (e.g., Oracle, ServiceNow).
• Flexibility to work rotating schedules, including evenings, weekends, and holidays.

Culture & Benefits

• Robust set of tools and resources for upskilling and career development.
• Focus on employee growth and long-term career longevity.
• Committed to diversity and equal opportunity employment.
• Supportive environment for employees of all backgrounds.