This complex position will include Warwick, New York, and Chicago properties. As an IT Manager, you will play a crucial role in overseeing the technology infrastructure of our Warwick New York/Chicago Hotel. Your responsibilities will include managing IT personnel, ensuring smooth daily operations, and implementing cutting-edge solutions to enhance guest experiences. If you're passionate about technology, and thrive in a dynamic work environment, we encourage you to apply!

Responsibilities:

Network Management and Optimization:

- Develop new network troubleshooting strategies to minimize downtime and reduce maintenance costs.

- Create rational plans for upgrading hardware's, networks and software whenever new updates become available.

- Implement strategies to ensure seamless network operation during any issues.

Technology Innovation:

- Stay up-to-date with emerging network technologies and report relevant information to the WNY WCH executive team weekly or monthly.

- Collaborate with other department managers to assess growth needs and maintain the company's network.

Security and Infrastructure:

- Lead remediation efforts for security gaps and networking vulnerabilities.

- Migrate legacy servers and applications to modern solutions.

- Handle business-critical IT tasks and systems administration.

Hardware and Software Management:

- Maintain hardware and software inventory.

- Document internal processes and procedures related to IT duties.

- Perform server administration tasks, including user/group administration, security permissions, group policies, and resource monitoring.

- Maintain hardware and software inventory.

Research and Development:

- Collaborating with the Project office on Capex and major maintenance projects.

- Identify emerging trends and technologies relevant to the hospitality industry.

- Monitor project timelines, budgets, and deliverables.

- Ensure successful project execution.

Communication and Budgeting:

- Partner with internal and external stakeholders to communicate project status, activities, and achievements.

- Manage the WNY WCH IT department budget effectively.

- Oversee the WNY WCH help desk ticketing system, ensure tickets are being handled in a timely manner, escalate when needed.

- Track IT support metrics such as ticket volume, resolution time, customer satisfaction to identify areas for improvement.

- Stay up-to-date with the latest IT system technologies and software.

- Assist with more complex support requests from staffs and guests when required

- Create knowledge base articles and support documentation for common IT issues

- Ensure WNY WCH 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.

Requirements:

- 5 years experience working in an IT service desk or support role

- Excellent understanding of computer systems, Opera PMS applications, Symphony POS, Great Plains

- 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

- Relevant bachelor's degree in computer science, information technology or related field

- 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