Regional IT Manager

POSITION PURPOSE To oversee the technology infrastructure of Warwick New York and Warwick Allerton Hotel Chicago properties. This role is crucial in handling day-to-day hotel Operations and IT Projects, ensuring smooth daily operations, and implementing cutting-edge solutions to enhance guest experiences across both locations. ESSENTIAL FUNCTIONS/RESPONSIBILITIES Network Management and Optimization: - Hands-on technical person who proactively troubleshoots issues and applies permanent fixes to minimize downtime and reduce maintenance costs for New York and Chicago properties. - Create rational plans for upgrading hardware, networks, and software when new updates become available. - Follow our proper guidance to ensure seamless network operation during any issues across both locations. Technology Innovation: - Stay up-to-date with emerging network technologies and report relevant information to the executive teams of both properties weekly or monthly. - Collaborate with department managers to assess growth needs and maintain the company's New York and Chicago networks. Security and Infrastructure: - Lead remediation efforts for security gaps and networking vulnerabilities across both properties. - Migrate legacy servers and applications to modern solutions. - Handle business-critical IT tasks and systems administration for both locations. Hardware and Software Management: - Maintain hardware and software inventory for New York and Chicago hotels. - Document internal processes and procedures related to IT duties. - Perform server administration tasks, including user/group administration, security permissions, group policies, and resource monitoring. Research and Development: - Collaborate with the Project office on Capex and major maintenance projects for both locations. - Identify emerging trends and technologies relevant to the hospitality industry. - Monitor project timelines, budgets, and deliverables. - Ensure successful project execution across both properties. SUPPORTIVE FUNCTIONS In addition to the performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel : Communication and Budgeting: - Partner with internal and external stakeholders to communicate project status, activities, and achievements. - Manage the IT department budgets for both New York and Chicago Hotels effectively. - Oversee the help desk ticketing system for both locations, ensure tickets are handled on time, and escalate when needed. - Track IT support metrics such as ticket volume, resolution time, and customer satisfaction to identify areas for improvement. - Create knowledge base articles and support documentation for common IT issues. - Ensure 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 submitting for internal approval. SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES The individual must possess the following knowledge, skills, and abilities and be able to explain and demonstrate that they can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities: - Requires good communication skills, both verbal and written. - Strong leadership, organizational, and customer service skills. - Analytical mindset, able to derive insights from metrics and data. - Outstanding communication and interpersonal abilities. - 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 the technology space. - Problem-solving attitude with an ability to manage simultaneous IT projects. - Extensive knowledge of the hotel, its services, and facilities. OTHER: - Upon employment, all employees must fully comply with hotel rules and regulations for the safe and effective operation of the hotel facilities. - Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Be available for after-hours support when required, as IT does not keep essential hours. - Due to the hospitality industry's cyclical nature, employees may be required to work varying schedules to reflect the hotel's business needs. - Assist other hotels with IT support as needed. - In addition, attendance at all scheduled training sessions and meetings is required. QUALIFICATION STANDARDS Education - A bachelor's degree in computer science, information technology, or a related field is preferred. Equivalent work experience may be considered in lieu of a degree. Experience - 5+ years of experience working in an IT service desk or support role. - Excellent understanding of computer systems, Opera PMS applications, Symphony POS, Sage, Mitel PBX, WatchGuard Firewalls, Music & Sound Systems, HSIA Guest Wi-Fi, Networking, and Databases Licenses or Certificates Not applicable. Grooming All employees must maintain a neat, clean, and well-groomed appearance per standards.