The Information Technology (IT) Manager oversees the resort’s technology operations while coordinating closely with the outsourced IT provider. This role ensures stable, secure systems, supports staff needs, and will evaluate the current IT model within the first six months to recommend the most effective long-term structure.

Qualifications

• Bachelor’s degree in information technology, Computer Science, or a related field preferred.
• Minimum of 5 years of experience in IT management, preferably in hospitality or service industries.
• Experience with property management systems (PMS), point-of-sale (POS) systems, and hospitality software.
• Experience managing outsourced IT providers or Managed Service Providers (MSPs).
• Strong knowledge of network administration, cybersecurity, and data privacy best practices.
• Proficiency in Windows OS, and Microsoft Office Suite, Office 365 required.
• Certifications such as CompTIA Network+, Microsoft Certified Systems Administrator (MCSA), or similar are a plus.
• Occasional evening or weekend work may be required for system upgrades or emergency support.

Key Skills

• Excellent problem-solving and troubleshooting abilities.
• Strong interpersonal and communication skills to support non-technical users.
• Ability to manage multiple projects and prioritize tasks in a dynamic environment.
• Familiarity with cloud services, backup systems, and disaster recovery planning.
• Customer service mindset with a focus on enhancing guest and staff technology experiences.
• Ability to train and support staff on IT systems and tools.
• Comfortable working in both office and operational areas of the resort, including guest-facing environments.

Core Responsibilities

• Manage the relationship with the outsourced IT provider, ensuring timely response, quality support, and adherence to service level agreements.
• Coordinate tasks between internal users and the outsourced provider to ensure seamless operations.
• Ability to act as the internal point of contact for all technology issues, escalating to the outsourced provider when necessary.
• Oversee the maintenance and support of IT systems, coordinating hands-on work with the outsourced IT provider and performing in-house tasks as needed.
• Ensure the security and integrity of resort data through regular backups, updates, and cybersecurity protocols.
• Manage vendor relationships for IT services, software licensing, and hardware procurement. Evaluate vendor performance, ensure service level agreements compliance, and maintain strong relationships with vendors.
• Oversee the integration and maintenance of hospitality systems such as PMS, POS, and guest Wi-Fi.
• Monitor system performance and implement improvements to optimize efficiency and reliability.
• Develop and enforce IT policies and procedures in alignment with industry standards and resort goals.
• Oversee IT equipment and inventory, ensuring accurate tracking of laptops, desktops, mobile devices, networking hardware, and peripherals. Manage procurement, deployment, repairs, and replacements in coordination with the outsourced IT provider.
• Collaborate with department leaders to identify technology needs and implement solutions that enhance operations and guest satisfaction.

• Ability to sit or stand for extended periods while working on computers or equipment.
• Must be able to lift and carry equipment weighing up to 40 pounds.
• Ability to crawl under desks or access tight spaces for cable management and hardware installation.