IT Support Manager - Resort

POSITION SUMMARY: The Information Technology Support Manager oversees the IT Team and supports daily IT operations, project execution, vendor relationships, and preventive maintenance. This role ensures efficient service delivery and system reliability by coordinating with internal teams and external partners. 

ESSENTIAL FUNCTIONS:  

• Provide outstanding customer service and technical support across on-site, remote and cloud environments, ensuring system integrity, uptime and availability (including after-hours emergencies), including training and supporting end users, managing user education and communication for IT events 

• Oversee acquisition, deployment, maintenance and retirement of technology inventory, including planning and implementing software and hardware upgrades to maintain current versions 

• Manage Vendor relationships and contracts with ongoing maintenance of service level agreements through ticket management, proactive and preventative maintenance 

• Lead & Coordinate multiple IT projects, system updates and new deployments by implementing technology roadmaps and strategic initiatives 

• Maintain network documentation, support materials, and knowledge-based articles  

• Hire, train, and develop IT associates by providing ongoing coaching, performance management, and evaluations to ensure team effectiveness and growth  

• Assist in preparing and managing the IT budget, including allocating resources effectively to support daily operations and long-term goals. 

• ALL OTHER DUTIES AS ASSIGNED 

EXPERIENCE/QUALIFICATIONS:  

• Minimum Degree Required:   ​Bachelor's Degree​ or equivalent combination of education, certifications &/or experience 

• Preferred Degree:  ​Bachelor's Degree​ 

• Required Certificate(s), License(s) or System(s) Experience: 5+ years' experience with Microsoft Servers, Active Directory, Exchange Servers, Cisco Networking, Windows Operating Systems, LAN/WLAN/WAN, Internet Technologies, Virtual Desktop Infrastructure, Microsoft SQL Server and Cloud Services/Solutions 

• Additional preferred experience:  

• 2+ years managing a team up to 15, both exempt and non-exempt staff 

• 2+ years with mobile technologies for Apple and Android phones and tablets 

• 1+ years with Microsoft Bi or SQL reporting 

• 1+ years Office 365 and Modern Workplace 

KNOWLEDGE, SKILLS, AND ABILITY:

• Language Skills - Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of an organization. 

• Mathematical Skills - Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry. 

• Reasoning Ability - Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.  To be a critical thinker! 

• Computer Skills - Must have advanced computer skills, with the ability to learn new software in a timely manner, Inventory Management software experience a plus. 

• Other Skills and Abilities - The ability to thrive in a fast-paced environment, work well with a team, effectively prioritize, and proceed with a sense of urgency.  Multi-tasking must be second nature. 

TRAVEL REQUIREMENTS:

• Up to 10% 

PHYSICAL REQUIREMENTS: