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IT User Support Lead

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About Camelot Illinois:

Camelot Illinois has been awarded the contract as the new private manager of the Illinois Lottery. The company is restoring transparency, integrity and responsibility to the Illinois Lottery. In partnership with the state, Camelot will operate a modern lottery that truly benefits the people of Illinois. The company’s innovative approach places consumers and social responsibility at its core, providing funding for schools, capital projects and special causes. Camelot is committed to building an organization with the strength and experience to grow the lottery and reinforce its rightful position as a force for good.

Camelot Illinois is a subsidiary of Camelot Global, a leading technology and professional services provider to lotteries around the world. Camelot Global’s portfolio of work includes the Irish National Lottery, Loterie Romande, the California State Lottery, the Kentucky Lottery, the Arkansas Scholarship Lottery, among others.

Our sister company, Camelot UK, has operated the UK National Lottery since 1994. Camelot UK has an unrivaled track record for success, helping the UK National Lottery deliver over $80 billion to winners and $46 billion to good causes to date.

About the Team:

The Technology team utilizes the latest technological trends to effectively build and manage solutions in an informal, open and collaborative environment.

Position Overview:

Within Camelot Illinois, the IT User Support Specialist is responsible for supporting client technology needs of the Illinois business and other parts of Camelot Global. This role will work directly with end users to support and train them on the varied technologies they use.

Responsibilities:

  • Deliver a high level of customer service to agreed standards.
  • Work with third party suppliers to resolve user issues and queries.
  • Identify and prioritize customer issues that require remedial action, and escalate as required.
  • Act as an ambassador for IT, and support the onboarding of new users.
  • Support the IT team deliver systems and processes to ISO27001 and WLA standards.
  • Help improve working practices within the corporate IT environment.
  • Support local and remote Illinois user community and provide ‘follow the sun’ support for the extended global organization.

Requirements

Required:

  • Associates degree or greater level of education in technical related discipline.
  • 5 plus years of experience in an IT support role.
  • Two plus years of Network experience (trouble shoot / CLient VPN / Protocols / WIFI)
  • Two plus years of MPLS protocol experience.
  • 1-2 years of Supervisory experience
  • Strong experience with User Applications.
  • Experience of cloud applications and SAAS management/support
  • Broad experience with end user hardware
  • Procurement and supplier managerment

Preferred:

  • Bachelor’s degree in technical related discipline.
  • Hardware environment experience: Apple Laptops, Apple and Android phones.
  • Google Suite Applications expert.
  • Experience in the following areas:
    • Google Apps - Admin
    • Chromebooks / Chromeboxes
    • Meraki Wifi
    • Jamf Casper suite
    • Mobile phone and ISP contracts for businesses
    • Netsuite, ServiceNow, and other cloud services
  • Excellent communication skills.
  • Must be able to explain to users with varying skill levels and adjust their approach accordingly. Utilizing email, video calls and voice calls if needed.

Benefits

WHY WORK FOR US

Camelot Illinois is building a transformative lottery company with world-class people, technology and operations. The Camelot values of being honest, creating together, keeping it simple and thinking long term are embedded in the design of our organization and our plans for Illinois.

  • Be Honest: We do what we say, we keep our promises and we don’t rest until we’ve earned each other’s respect
  • Create Together: The most effective solutions come from strong collaboration, a culture of innovation, shared goals and respect for everyone’s expertise.
  • Keep It Simple: We keep things simple, direct and transparent so customers in particular always know where they stand.
  • Think Long Term: We work with customers to build successful lotteries for the next generation, not just the next day.

Career Growth

We want people who thrive in a relaxed, autonomous, results-driven environment to join our company. We believe the way to attract and retain the best talent is to offer a fulfilling career in an organization committed to growing its own future leaders. Career Development is a top priority and we will partner with employees to grow and progress their professional skill sets.

Benefits and Employee Policies

We will bring our experience of working with European lotteries to Illinois. We will also bring a European influence to paid time off, family leave and so on. We have created a strong ethical culture which is translated to each of our employees and business dealings globally. We aim to offer a package of benefits and policies which will compete with any private sector employer in the state. We ensure that every employee is engaged and has the necessary support to understand and implement the responsible gaming principles in their job.

Moreover, we pledge to have the highest standards of respect, diversity and inclusion at our company and will support and encourage our partners to do the same.

Camelot Illinois is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

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Marisa Zimmerman
Chief Revenue Officer
ANALYTICAL INFLUENCER
Investing in impressions
Zimmerman’s department may be small, but it impacts how people engage with the Illinois Lottery every day through marketing materials, events, sports partnerships and paid media efforts. For a team that receives one of the largest budgets at the company, there’s a fair amount of pressure. Zimmerman, a self-described “analytical person by nature,” said Allwyn’s return on investment remains top of her mind.
Zimmerman’s department may be small, but it impacts how people engage with the Illinois Lottery every day through marketing materials, events, sports partnerships and paid media efforts. For a team that receives one of the largest budgets at the company, there’s a fair amount of pressure. Zimmerman, a self-described “analytical person by nature,” said Allwyn’s return on investment remains top of her mind.
As we continue to leverage Allwyn’s extensive data platform and our measurable media campaign results, my team will have even more actionable insights to drive our campaign spend.
Michael Odom
Director of Retail Sales
FLEXIBILITY EMBRACED
Opportunity to set your own pace
Nearly two years ago, Odom came on as a field manager at Allwyn. Through relationship building with retailers and players, mastering the ropes of the industry, having a supportive team along the way, and taking advantage of an office environment that encourages breaks from the daily grind, Odom was promoted to a key account manager, and is now a senior manager of retail partnerships. With a team of like-minded individuals behind him, Odom’s future remains bright.
Nearly two years ago, Odom came on as a field manager at Allwyn. Through relationship building with retailers and players, mastering the ropes of the industry, having a supportive team along the way, and taking advantage of an office environment that encourages breaks from the daily grind, Odom was promoted to a key account manager, and is now a senior manager of retail partnerships. With a team of like-minded individuals behind him, Odom’s future remains bright.
Allwyn helps employees step away to reset. Through resources like a fitness center, and even a pop-a-shot and putting green, we’re able to gather our thoughts before returning to the task.
Lorell Williams
Director, Public Affairs - Community Outreach and Events
KEEP IMPROVING
Award-winning team members
What does professional growth at Allwyn look like for Williams? First, let’s start with her nickname. It’s “oracle,” which was coined by colleagues due to the four-plus years of knowledge and expertise that Williams has accrued in her tenure and is always willing to share. That same knowledge and expertise has also won Williams two awards since joining Allwyn, the PCC Golden Trumpet in Community Relations and TBT News Corporate Titan Award for D&I.
What does professional growth at Allwyn look like for Williams? First, let’s start with her nickname. It’s “oracle,” which was coined by colleagues due to the four-plus years of knowledge and expertise that Williams has accrued in her tenure and is always willing to share. That same knowledge and expertise has also won Williams two awards since joining Allwyn, the PCC Golden Trumpet in Community Relations and TBT News Corporate Titan Award for D&I.
Each year that passes has been a year of personal growth and professional development for me.

What are Allwyn North America Perks + Benefits

Allwyn North America Benefits Overview

We offer a broad range of employee benefits including medical, dental, vision, life, and disability insurance, a retirement savings plan, access to training, a Student Loan Repayment Benefit, a Personal Discounts Program, an Employee Assistance Program, and much more. We also offer regular team-building activities with people who love having fun, quarterly opportunities to connect with the community, social outings, & great work/life balance. We all have flexible hours, 26 days PTO, 12 weeks paid parental leave, 10 paid holidays, & 2 paid volunteer days.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Quarterly engagement surveys
Hybrid work model
In-person all-hands meetings
In-person revenue kickoff
Employee awards
Flexible work schedule
Allwyn provides employees with a flexible work schedule that includes Flexible start and end times.
Remote work program
Diversity
Documented equal pay policy
Highly diverse management team
Mandated unconscious bias training
Diversity manifesto
Hiring practices that promote diversity
Diversity recruitment program
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Allwyn offers both FSA & HSA which helps employees cover out-of-pocket expenses with pre-tax contributions.
Disability insurance
Allwyn's disability insurance benefits is 60% of an employee's annual salary up to a $5,000 maximum monthly payout. Employees also have the option to purchase extra coverage.
Dental insurance
Allwyn's dental plan covers 100% of the costs of preventative care.
Vision insurance
Allwyn's vision insurance plan provides 100% coverage for annual eye exams after a $10 copay. $180 for frames and $150 for contacts every year.
Health insurance
Life insurance
Allwyn offers employer-paid life insurance to all full-time employees with 2x an employee's annual salary.
Wellness programs
Team workouts
Allwyn's team fitness initiatives include weekly In-office yoga.
Mental health benefits
Transgender health care benefits
Financial & Retirement
401(K)
401(K) matching
Allwyn's 401(k) retirement plan matches 100% of an employee's contributions up to 6% of their annual salary, with immediate vesting for matched contributions.
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Family is of the greatest importance and we want our employees to have adequate time off to care for and bond with a newborn, newly adopted or newly placed child. Allwyn offers 12 weeks of time off
Family medical leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
At Allwyn, we recognize the importance of time off from work to relax, spend time with family, enjoy leisure activities, take care of yourself when you are sick, etc. We provide generous PTO.
Paid volunteer time
Allwyn is committed to supporting our communities and provides employees 3 paid days per calendar year to volunteer at the nonprofit organization of their choice.
Paid holidays
Flexible time off
Floating holidays
Bereavement leave benefits
Hardship benefits
Office Perks
Commuter benefits
Qualified Transportation Accounts - QTAs allow employees to set aside pre-tax funds used for eligible transit and parking expenses related to commuting to work.
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Happy hours are hosted by the building once per week.
Recreational clubs
Relocation assistance
Fitness stipend
Mother's room
Onsite gym
Free onsite gym, divvy bike membership, yoga classes, meditation workshops, & in-house chair massages.
Professional Development Benefits
Job training & conferences
Allwyn offers a wide range of training programs to all employees, including, eLearning, onsite training courses to enhance job-related skills and access to job-related conferences and seminars.
Tuition reimbursement
Allwyn offers a Student Loan repayment option to all employees after 90 days.
Lunch and learns
Promote from within
Continuing education stipend
We offer every team a Learning and Development budget to continue taking classes, getting certifications, or attending conferences and seminars.
Continuing education available during work hours
Allwyn allows employees to set aside 10% of working hours for learning.
Online course subscriptions available
Paid industry certifications

Additional Perks + Benefits

Free onsite gym + divvy bike membership, immediately vested in 401k with 6% match, Student Loan Repayment benefit, Allwyn Champions & Game Changer staff awards, a rotational program for recent grads, engagement portal for pre-boarders, robust onboarding program + large L&D budget

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