This complex position will include Warwick, New York, and Chicago properties. As an IT Manager, you will play a crucial role in overseeing the technology infrastructure of our Warwick New York/Chicago Hotel. Your responsibilities will include managing IT personnel, ensuring smooth daily operations, and implementing cutting-edge solutions to enhance guest experiences. If you're passionate about technology, and thrive in a dynamic work environment, we encourage you to apply!
Responsibilities:
Network Management and Optimization:
- Develop new network troubleshooting strategies to minimize downtime and reduce maintenance costs.
- Create rational plans for upgrading hardware's, networks and software whenever new updates become available.
- Implement strategies to ensure seamless network operation during any issues.
Technology Innovation:
- Stay up-to-date with emerging network technologies and report relevant information to the WNY WCH executive team weekly or monthly.
- Collaborate with other department managers to assess growth needs and maintain the company's network.
Security and Infrastructure:
- Lead remediation efforts for security gaps and networking vulnerabilities.
- Migrate legacy servers and applications to modern solutions.
- Handle business-critical IT tasks and systems administration.
Hardware and Software Management:
- Maintain hardware and software inventory.
- Document internal processes and procedures related to IT duties.
- Perform server administration tasks, including user/group administration, security permissions, group policies, and resource monitoring.
- Maintain hardware and software inventory.
Research and Development:
- Collaborating with the Project office on Capex and major maintenance projects.
- Identify emerging trends and technologies relevant to the hospitality industry.
- Monitor project timelines, budgets, and deliverables.
- Ensure successful project execution.
Communication and Budgeting:
- Partner with internal and external stakeholders to communicate project status, activities, and achievements.
- Manage the WNY WCH IT department budget effectively.
- Oversee the WNY WCH help desk ticketing system, ensure tickets are being handled in a timely manner, escalate when needed.
- Track IT support metrics such as ticket volume, resolution time, customer satisfaction to identify areas for improvement.
- Stay up-to-date with the latest IT system technologies and software.
- Assist with more complex support requests from staffs and guests when required
- Create knowledge base articles and support documentation for common IT issues
- Ensure WNY WCH IT support operations adhere to company policies, IT security protocols, and industry best practices.
- Oversee the procurement, development, upgrade, and maintenance of all IT systems and infrastructure strictly following our SOP and submit for internal approval.
Requirements:
- 5+ years experience working in an IT service desk or support role
- Excellent understanding of computer systems, Opera PMS applications, Symphony POS, Great Plains
- Mitel PBX, WatchGuard Firewalls, Music & Sound Systems, HSIA Guest Wi-Fi, Networking and Databases.
- Strong leadership, organizational, and customer service skills
- Analytical mindset, able to derive insights from metrics and data
- Outstanding communication and interpersonal abilities
- Relevant bachelor's degree in computer science, information technology or related field
- Expertise overseeing complex IT infrastructure and ERP systems
- Strong understanding of IT security and data governance
- Excellent communication, leadership, budgeting and negotiation competencies
- Up to date with legislation and trends in technology space
- Problem-solving attitude with an ability to manage simultaneous IT projects
