Information Technology Operations Manager

Big Sky Resort is seeking a guest service driven candidate who is willing to lead and manage the day-to-day operations of our IT Ops Team. In this role, you will be responsible for collaborating on the performance, reliability, and security of our systems and networks, while overseeing IT support teams and implementing best practices to optimize efficiency and minimize downtime. You will work closely with cross-functional teams to align IT services with business objectives, manage vendor relationships, and ensure compliance with security policies and regulatory requirements. This position also involves strategic planning, budget oversight, and continuous improvement of IT operational processes.

ESSENTIAL DUTIES and RESPONSIBILITIES

• Provide desktop PC support to Big Sky Resort employees and customers.  Receives general direction from IT Director and performs tasks independently, while maintaining team collaboration. 
• Assist with administering and maintaining production servers and enterprise applications that support Big Sky Resort’s operations. 
• Assist IT Team members with replacing network devices such as switches, wireless access points, wireless bridges, webcams, printers, phones, etc… 
• Accountable for the intake, assignment, tracking, and resolution of all work requests that come through FreshService work request management system. 
• Excellent communication and guest service skills with both technical and business team members. 
• Exhibits sound and accurate judgment and decision making. 
• Demonstrates accuracy and thoroughness; Looks for ways to improve and takes initiative. 
• Committed to continuous improvement and proactive with prioritizing tasks. 
• Provide new users with basic instruction.  Develop innovative ways to improve and/or streamline current processes. 
• Tracks and maintains stocks of consumable supplies and procures any needed tools or supplies. 
• Use of personal vehicle for travel within the Big Sky area is required while on duty.  Mileage reimbursement will be provided. 
• Designs and implements training plan for newly hired IT staff members  
• Provide support coverage during scheduled shifts. 
• Perform daily checks as assigned and within specified time limits. 
• Review monitoring indications and alerts, inclusive of all servers and systems used at Big Sky Resort. 
• Update and maintain documentation/inventories as assigned 
• May be assigned additional tasks by IT Director. 

COMPETENCIES: 

The ideal candidate has the following competencies: 

• Excellent verbal and written communication skills with both technical and business team members. 
• Knowledge and experience with Microsoft desktop operating systems, Microsoft365 applications suite, Active Directory, and Linux-based systems. 
• Basic understanding of DNS, DHCP, IP addressing, local area networking and connectivity troubleshooting. 
• Knowledge of different wiring standards used to transmit data – and ability to identify and resolve layer 1 incidents. 
• Proficient in managing servers, networks, databases, and cloud systems. 
• Ability to use logic, vendor support, reference manuals, Internet resources, and documentation to solve problems is required. 
• Knowledge of LAN/WAN, firewalls, VPNs, load balancers, and network monitoring tools. 
• Competency in managing budgets and optimizing IT spending. 
• Proven ability to lead, mentor, and manage IT staff and cross-functional teams. 
• Knowledge of KPIs and SLAs, and the ability to measure and improve service performance. 
• Ability to set priorities and adapt to changes in a quick, professional manner. 
• Ability to use discretion when handling confidential information. 
• Utilizes logic and deductive reasoning to diagnose and solve complex problems. 
• Organized and self-motivated. 
• Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions. 
• Quality - Demonstrates accuracy and consistency.  
• Dependable – begins shift on-time and follows instructions. 
• Familiarity with security protocols, data protection, compliance. 

Working Conditions and Environment: 

• Weekend, after hours and Holiday work may be required  
• The successful applicant may be required to carry a cellular phone and to be on call. 
• Working environment can include dirty, dusty, damp, dark, hot and cold conditions. 
• Ability to ski or ride to on mountain locations. 
• Appropriate equipment will be provided for hazardous conditions. 

• Require a minimum of High School diploma or equivalent.
• Requires 4 years of related work experience or 2 years of experience in Big Sky IT.
• Computer literacy and proficiency with Microsoft Windows and Microsoft Office applications is required.
• Ability to use basic hand tools is required.
• Valid driver’s license with an acceptable driving record for company insurance purposes.
• Ability to ski or snowboard at or above the beginner level to perform on-mountain tasks.

Physical Demands:

• Ability to lift up to 20 lbs, 40lbs assisted.
• Ability to use common technician hand tools.
• Ability to work in areas without handicap access.
• Ability to work on a ladder.
• Ability to communicate verbally with public, customers and employees.
• Ability to read manuals, documentation and computer screens.
• Ability to operate a motor vehicle.

Be a part of our full-time year round team and enjoy these great benefits!  

• FREE Golf Pass for you, your spouse and dependents 
• FREE Bike Haul/Scenic Lift Pass for you, your spouse and dependents  
• FREE Ski Pass for you, your spouse and dependents 
• FREE Basecamp activities including zip line courses and discounted passes for spouse and dependents  
• Steep Lodging discounts for accommodation for friends and family (blackout dates apply)  
• 25% - 50% off Food discount at all outlets with charging privileges 
• 20%-30% off Retail discount at all outlets with charging privileges, gear and sponsor discounts  
• Eligibility for affordable employee housing, a short walk or free bus ride away from work   
• 401k and Health benefits for you and your family