IT Manager

SUMMARY:The IT Manager is responsible for the continuous, reliable, and secure operation of all technology systems within a 24/7 luxury hospitality environment. This role demands a highly responsive, service-driven professional who manages daily IT operations, supports staff and guests, and resolves time-sensitive issues with urgency and professionalism. Must possess the ability to research, evaluate, recommend, and implement best practices. Demonstrate enthusiasm and commitment toward the job and the mission of the company. Will interact professionally with staff at all levels of the organization and hotel guests. Possess a high level of interpersonal skills to handle sensitive and confidential information and situations.The ideal candidate demonstrates strong ownership, operational discipline, and a proactive approach to system monitoring, incident prevention, and continuous improvement in a mission-critical setting.ESSENTIAL DUTIES AND RESPONSIBILITIES (Other duties may be assigned)Ensure uptime and performance of all critical hotel systems, including PMS, POS, PBX, network infrastructure, guest-facing technologies and back-of-house operational systemsMonitor system health, network performance, and security alerts proactivelyRespond immediately to outages or service interruptions, minimizing downtimeProvide on-call escalation support for incidents impacting operations or guest experienceCommunicate proactively with department heads and leadership during incidents, providing clear status updates, estimated restoration times (ETA), and post-incident summariesMaintain and enforce Service Level Agreements (SLAs) by system criticality: Critical systems (PMS, POS, PBX, network); High priority systems (email, printing, telephony).Serve as the primary point of contact between IT and all hotel departments during system disruptions, ensuring transparent and timely communication throughout the resolution processEscalate unresolved incidents to senior leadership and/or third-party vendors with full documentation, including timeline, impact assessment, and recovery steps takenConduct post-incident reviews (PIR) to document root cause, corrective actions, and preventive measures, sharing findings with relevant stakeholders and leadershipMaintain a structured incident log and communication trail for all critical events, supporting accountability and continuous improvement across the organizationDaily IT Operations & SupportDeliver hands-on support for end-user systems including computers, mobile devices, printers, POS terminals, and telephonySupport all hotel departments (Front Desk, F&B, Housekeeping, Events, IRD, etc.)Perform daily system checks, backup validation, and operational readiness reviewsInstall, configure, maintain, and replace IT equipment (servers, computers, phones, and peripherals)Troubleshoot hardware, software, and network issues; perform repairs and Moves/Adds/Changes (MACs)Coordinate with Finance/Accounting for purchase order approvals and invoice reconciliationManage vendor relationships to optimize pricing, functionality, and issue resolutionMaintain IT asset inventory, warranty records, and hardware refresh planningPerform daily server health checks and uptime verification across all critical systems, ensuring continuous availability and prompt identification of any degradation or failureReview Windows Event Logs daily for errors and warnings across servers, domain controllers, and critical applications, escalating any anomalies that may impact operationsFull management over CCTV surveillance systems, in-room entertainment (IPTV), landing page and captive portal support, digital signage system, door lock systems and guest Wi-Fi.Information Security & CybersecurityEnsure all endpoints maintain up-to-date antivirus and anti-malware protection managed via Microsoft Defender and MS Security PortalAdminister and monitor Barracuda Email Security Gateway, including spam filtering rules, quarantine management, email threat analysis, and policy enforcementReview Barracuda message logs regularly to identify phishing attempts, spoofing, and malicious attachments before they reach end usersManage and align email security policies across Barracuda and Microsoft Exchange/Exchange OnlineMonitor and maintain security across Microsoft 365 services (Exchange Online, SharePoint, OneDrive, Teams) using Microsoft Defender portal and Microsoft PurviewConduct routine reviews of Azure Active Directory / Entra ID sign-in logs, conditional access policies, and MFA enforcement to detect unauthorized access attemptsManage Microsoft Secure Score, tracking improvements and implementing recommended security configurations across the tenantPerform periodic audits of user accounts, permissions, and privileged access to enforce least-privilege principles across Active Directory and Microsoft 365Monitor firewall rules, VPN access logs, and intrusion detection systems on a regular basisMaintain and validate backup and disaster recovery procedures, ensuring recoverability of critical systems and dataConduct regular vulnerability assessments and coordinate remediation with relevant teams or vendorsRespond to cybersecurity incidents, including containment, root cause analysis, and post-incident reportingEducate staff on cybersecurity best practices, phishing awareness, and safe technology useHelp Desk & Service QualityManage and prioritize support requests through a ticketing systemImprove first-call resolution rates and build a documented knowledge baseMaintain clear communication with end users to promote technology understandingEscalate and coordinate complex issues with third-party vendors as neededQUALIFICATIONS REQUIREMENTS:To perform this job, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Bachelor's degree in Computer Science, MIS, or related field preferred8+ years of IT management or network administration experience with leadership responsibilitiesStrong knowledge of LAN environments, client-server architecture, Windows Server, and desktop applicationsExperience with Office 365 Admin Center, Active Directory, and Exchange hybrid environmentsProficiency in firewall management, managed/unmanaged switches, and TCP/IP and Wi-Fi networkingWorking knowledge of Microsoft Defender, Intune, Entra ID, Purview, and Microsoft Secure ScoreHands-on experience with Barracuda Email Security Gateway administration and log analysisUnderstanding of PCI-DSS compliance requirements in a hospitality or retail environmentFamiliarity with NEC phone systems, analog and digital linesExperience with virtualization concepts and virtual environment management (VmWare).Knowledge of backup, NAS, and SAN solutions; data recovery skillsAbility to run network cabling and lift heavy equipment when requiredHospitality systems experience preferred (SMS PMS, Oracle Micros POS, PBX/Voicemail)Salesforce basic experience a plusBilingual English/Spanish a plusIT Certifications are a plus, including ITIL, COBIT, CompTIA (A+, Network+, Security+), Microsoft (AZ-900 / 104), and other industry-recognized credentialsLANGUAGE SKILLS:Bilingual English/Spanish a plusPERSONAL SKILLSHighly Detail oriented, excellent organizational skills, ability to work well under pressure, strong communication skills, Project management Skills, management, and leadership skills.WORK ENVIRONMENTStandard office and technical environment within a hotel setting. The role operates in a fast-paced, 24/7 hospitality environment requiring flexibility and on-call availability. Noise level is generally moderate. Reasonable accommodation will be made for individuals with disabilities.Noise level in the work environment is usually moderate.Position – On site – not remotely. #J-18808-Ljbffr