Area IT Manager

3 weeks ago

New York, New York, United States Warwick Hotel Full time

We are seeking an experienced and innovative Area IT Manager to oversee the technology infrastructure of our Warwick New York and Warwick Allerton Hotel Chicago properties. This role is crucial in handling IT Day to Day Hotel Operation and IT Projects, ensuring smooth daily operations, and implementing cutting-edge solutions to enhance guest experiences across both hotel locations.

Key Responsibilities:

  • Network Management and Optimization: Troubleshoot issues, apply permanent fixes, and minimize downtime and maintenance costs for both New York and Chicago properties.
  • Create rational plans for upgrading hardware, networks, and software when new updates become available.
  • Follow proper guidance to ensure seamless network operation during any issues across both locations.
  • Technology Innovation: Stay up-to-date with emerging network technologies and report relevant information to the executive teams of both properties weekly or monthly.
  • Collaborate with department managers to assess growth needs and maintain the company's network in New York and Chicago.
  • Security and Infrastructure: Lead remediation efforts for security gaps and networking vulnerabilities across both properties.
  • Migrate legacy servers and applications to modern solutions.
  • Handle business-critical IT tasks and systems administration for both locations.
  • Hardware and Software Management: Maintain hardware and software inventory for New York and Chicago hotels.
  • Document internal processes and procedures related to IT duties.
  • Perform server administration tasks, including user/group administration, security permissions, group policies, and resource monitoring.
  • Research and Development: Collaborate with the Project office on Capex and major maintenance projects for both locations.
  • Identify emerging trends and technologies relevant to the hospitality industry.
  • Monitor project timelines, budgets, and deliverables.
  • Ensure successful project execution across both properties.
  • Communication and Budgeting: Partner with internal and external stakeholders to communicate project status, activities, and achievements.
  • Manage the IT department budgets for both New York and Chicago Hotels effectively.
  • Oversee the help desk ticketing system for both locations, ensure tickets are handled in a timely manner, and escalate when needed.
  • Track IT support metrics such as ticket volume, resolution time, and customer satisfaction to identify areas for improvement.
  • Create knowledge base articles and support documentation for common IT issues.
  • Ensure 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.
  • Additional Responsibilities:
  • Assist sister hotels with IT support as needed.
  • Be available for after-hours support when required, as IT does not keep basic hours.

Requirements:

  • 5+ years of experience working in an IT service desk or support role.
  • Excellent understanding of computer systems, Opera PMS applications, Symphony POS, Sage, 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.
  • Bachelor's degree in computer science, information technology, or related field preferred. Equivalent work experience may be considered in lieu of a degree.
  • 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.

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