Information Technology Manager

Basic Function: Hands on position to assist in the Information Technology Systems, Operations and Services for all Enchantment Resort and Mii Amo Spa Departments. Under general direction, the Assist Director of Information Technology Services is responsible with performing complex technical work and assisting in the planning, organizing, implementing, administering and directing of IT service management, software and enterprise applications and infrastructure; organizes personnel assignments; assist in software / hardware acquisition activities including total cost of ownership/value realization calculations and contract negotiations. As the assistant department head, the incumbent is responsible with managing and overseeing the integration of major departmental functions, including but not limited to customer support, support of IT platforms and vendor management. Generates complex reports, studies and makes recommendations, acts as department head in the absence of the Information Technology Director; supervises and coordinates activities of Information Technology operations and staff; monitors budget line items for purchases; directs and conducts special research projects and performs complex analysis.

The Assistant IT Director will establish the coordination of the department’s internal and external resources to improve IT Operational Service Levels and IT Service Delivery by using IT Infrastructure Library (ITIL) Framework and to improve cybersecurity practices by applying the National Institute of Standards and Technology (NIST) Cybersecurity Framework. The incumbent will also plan, manage and administer efforts dedicated to moving all major systems to third-party hosted environments via IaaS or SaaS and ensure Service Levels are consistent with departmental and organizational goals and objectives.

Essential Job Functions - the basic job duties a team members must be able to perform:

1. Supervise the planning, scheduling, and coordination of department activities (daily, weekly, monthly, quarterly and annually); research, revise, and develop policies, procedures, standards, guidelines and priorities to meet established goals, mitigate risk, and ensure operational compliance.
2. Work with Resort MSP making sure resorts have business and system continuity. A compete disaster, backup and recovery program in place and is fully tested.
3. Assist with the development, implementation, and maintenance of tasks and service improvement plans for the department.
4. Drive continuous modernization and improvement of the application portfolio and infrastructure environment.
5. Ensure tactical roadmaps are identified and executed to support the Home Office IT strategies.
6. Oversee the day-to-day operations of the Applications and Infrastructure and the IT Service Management.
7. Monitor performance metrics to provide visibility on infrastructure and application performance to identify where additional resources and modernization are required
8. Standardize and optimize IT processes and procedures to bring value and enable continuous improvement, performance, and consistency, report on the effectiveness (ITIL Framework).
9. Assist with planning and developing vendor management and accountability by developing standards, policies, procedures and guidelines.
10. Maintain IT governance ensuring that consistent engagement with Director of IT, Home Office IT, Legal, Finance, and Purchasing occurs for each IT purchase/contract.
11. Ensure vendor performance meets Tanzer, Enchantment and Mii Amo expectations and contractual obligations.
12. Lead effort across IT to regularly evaluate skills and staffing levels needed to enable IT to meet future needs.
13. Prepare and deliver IT communications on IT service issues and projects.
14. Ensure any IT tool adoption is evaluated across all IT resorts and IT Home Office; ensure full potential of technology investments.
15. Assist in IT financial accounts to ensure IT’s budget is responsibly requested, planned, and administered, making sure all hardware, software, and projects meet the needs of the organization now and future operations. Set enterprise standards and/or guidelines for all hardware purchases.
16. Maintain reliable remote accessibility to provide continuity of IT coverage remotely, during operations / emergency, when necessary. Provide on-site and/or remote technical assistance, when necessary.
17. Complete other operational and functional duties and tasks assigned.

A Candidate who will demonstrate knowledge, abilities and skills

• MS 365, VMWARE, Microsoft Active Directory, Microsoft Exchange, Windows 11, etc.
• Software applications such as Microsoft Office, POS systems, Time Clocks, Hotel systems, Payroll, In-room services, Spa operations – booking and scheduling systems, mobile applications, procurement, etc.
• Knowledge and working knowledge of Networking infrastructure – VPN, WAN / LAN and Wireless, encryption, etc.
• Project Management Methodology (PMLC) to ensure flawless rollout of new software and/or systems.
• Understanding IT best practices in IT Service Management (ITIL), IT security and governance (PCI-DSS / NIST).
• Continue to stay current with technology so to advise on the replacement and purchase of all hardware and software.
• Ability to establish and maintain effective working relationships
• Ability to communicate clearly and concisely, orally and in writing to diverse audiences, including executives, business partners, vendors, and staff.
• This position requires a skilled, tactical, and visionary thinker with exceptional interpersonal skills and the ability to create a culture conducive to motivating skilled, customer focused, and pro-active teams.
• Ability to lead teams to manage vendor contracts and service level agreements, recommend and approve major contracts for IT services, analyze problems, identify solutions, implement recommendations, and simultaneously coordinate multiple projects and complex tasks while meeting deadlines.

Minimum Requirements:

Bachelor’s degree from four-year College or university in computer science; or equivalent related work-related experience. A minimum of five years’ computer hardware and software experience, preferably in a hotel/resort. One (1) year of the appropriate type and level of experience may be substituted for each required year of post-high school education. Additional appropriate education may be substituted for the minimum experience requirements.

Technical / industry certification is a plus: Certified Hospitality Technology Professional (CHTP), CompTIA A+, Cisco Certified Network Associate (CCNA), CompTIA Security+, MS fundamentals – cloud computing, Microsoft 365 and windows 10/11, ITIL fundamentals, CCSP, or PMP.

Knowledge of various business / hospitality software systems such as POS systems, Hotel, Financial, Payroll, phones, in-room concierge systems, T&A, etc. Accuracy and an eye for detail are essential. Good training / teaching and communication skills. Needs to be diplomatic, flexible and able to handle stress. You must be able to work long and flexible hours and be able to cover property as necessary, when needed. Must have strong organizational skills, excellent written and verbal communication skills and be able to perform and prioritize multiple tasks with ease. Strong team member relations skills.

Supervision Exercised: Information Technology Specialist / Informational Technology Analyst

Supervision Received: Director of Information Technology

Responsibility & Authority:

1. Ability to work effectively with all team members and guests

2. Good communication with department managers

3. Good working relationship with vendors

4. Absolute integrity and confidentiality

Physical Requirements:

50% Sitting

50% Walking, bending & standing

Lifting/Carrying up to 50 lbs.

Hearing and manual dexterity

Distance vision 1-3 feet

Ability to work effectively during day and night as necessary

Ability to drive golf cart