Manager, Technology Operations

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status.  To see our fill list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits

Job Description:

POSITION SUMMARY

The Manager, IT Operations role will work within the IT Department.  The Manager, IT Operations is responsible but not limited to providing core tier 1 and 2 level support of all IT applications, processes, connectivity and hardware.    The Manager, IT Operations will assist in training, communication, and documentation of such applications in a centralized IT environment.  The incumbent will be involved in project management with the need to liaise between the Construction, Hard Rock, Vendor and the General Contractor Teams.

RESPONSIBILITIES

• Manage ServiceNow to ensure IT tickets are handled and followed up on in a timely manner.
• Supervise property IT Operations team daily to ensure prompt support is provided to our user community in a professional and polite manner.
• Proactively designs/re-evaluates procedures and processes to expedite problem resolution and eliminate obstacles for end users.
• Troubleshoot and resolve PC hardware, software and telecommunication issues in a timely and effective manner.
• Manage network monitoring tools to maintain network stability.
• Administer Office 365 email accounts.
• Responsible for tracking declining budgets for capital projects and R&M expenses.
• Manage vendor procurement to ensure best price and service to the company.
• Ensure compliance with SHRSS IT Policies and Procedures.
• Ensure quarterly and periodic system audits are performed and documented.
• Perform tasks associated with daily opening checklist procedures as directed by IT Management.
• Maintain documentation on all support procedures, opening checklists and standards.
• Communicate regularly with supervisor to ensure projects and objectives are prioritized and completed on time.
• Manage IT asset inventory, procurement and invoicing processes.
• Be involved in Budget reconciliation
• Procure, receive and asset management of assets

NON-ESSENTIAL FUNCTIONS  

• • Effective project and time management skills.
  • Effective documentation and presentation skills.
  • Shares acquired skills with team members through formal and informal channels.
  • Proactively initiates, develops, and maintains effective working relationships with team members.
  • Assumes additional responsibility without being asked.
  • Promotes active listening with team members and end users.
  • Know, understand, and practice Hard Rock Values.
  • Continue to maintain a positive attitude when working with both members of IT and outside departments.
  • Work as a team, helping management and peers deliver high quality customer service.

CORE COMPETENCIES 

• • • Understanding Business- Functional/Technical Skills; Technical Learning; Customer Focus
    • Making Complex Decisions – Decision Quality; Intellectual Horsepower; Learning on the Fly; Problem Solving
    • Creating New & Different - Strategic Agility
    • Getting Organized – Planning; Time Management; Priority Setting
    • Getting Work Done through Others – Delegation; Informing
    • Managing Work Processes – Process Management
    • Communicating Effectively – Written Communications
    • Act with Honor and Character – Integrity & Trust
    • Being Open and Receptive – Composure; Listening

OTHER REQUIREMENTS 
MINIMUM

• • • • University degree in Computer Science or Business Administration required; OR, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job.
      • Proven experience in Support role within IT Organization.
      • Willingness to work evenings, weekends, and holidays as needed and in line with local working time regulations
      • Willingness to travel as deemed necessary by IT Management.
      • Complete multiple tasks with minimal assistance and follow up from others.

TECHNICAL SKILLS

• • • • • Proven detailed experience with Microsoft Active Directory administration and support.
        • Base level understanding of Cisco router and switch IOS command sets, architecture, and design.
        • Strong PC hardware knowledge and troubleshooting skills.
        • Strong PC operating system knowledge and troubleshooting skills.
        • Strong understanding of Microsoft SCCM and other MS management applications

LANGUAGE SKILLS

• • • • • • Must possess strong communication and listening skills, excellent speaking, reading and writing.
          • Comprehend and use technical or professional language, either written or spoken, to communicate complex ideas.
          • Ability to effectively present information in one-on-one and small group situations to user community of the organization.
          • Multiple language abilities preferred, a good command of English required.

PHYSICAL DEMANDS ·      

Managers are expected to be able to perform the job functions with reasonable accommodation.

Pre-Employment Process:

Employment with Hard Rock International requires the successful completion of the pre-employment process; to include two satisfactory reference checks.

Closing

Hard Rock International is an equal opportunity employer. We live our motto LOVE ALL – SERVE ALL, and strive to foster an inclusive workplace culture for every team member. Hard Rock welcomes and encourages applications from people with disabilities. Reasonable accommodation is available upon request for candidates taking part in all aspects of the selection process.

Disclaimer 
While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments.