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IT Operations Manager

Reporting to the Regional Internet Services Manager with additional oversight by local Area Director or local Director of Event Technology, manage the overall IT operation, network and related client facing services at the area level. Maintain the equipment and infrastructure, position and sell the solution, execute events, and provide outstanding internal and external customer service.

Key Job Responsibilities

Technical Sales:

Under direction from Regional Internet Services Manager, provide support for the technical sales of Internet Services and related products (i.e., phones, computers, printers, webcasting etc.) by applying a working knowledge of such technologies and sound sales skills.

In collaboration with the sales team, conduct proactive pre-sales discovery, determine client need, negotiate, and accurately quote and price the appropriate solution. Participate in onsite meetings with the hotel and client prior to and during the event.

Understand the moves, and changes to the event specification that could have an impact on the services and react by effectively communicating appropriate adjustments to the team.

Coach the sales team to sell Internet more effectively in line with established procedures.

Network Management:

Under direction of Regional Internet Services Manager and the NOC Manager, ensure the readiness of the network infrastructure installation and temporary network equipment by monitoring the functioning of the network, maintaining equipment in working order, replacing damaged components, and creating documentation such as port maps, access point layouts, network diagrams and labelling the patch panels and wall outlets.

Establish and maintain positive working relationships with Internet Service Provider, Network Service Provider and Hotel IT team to facilitate the smooth operation of the network and the highest levels of service.

Own the implementation of network configurations and customizations utilizing available self-service tools such as web portals and command line. Submit and manage configurations beyond the scope of self-service tools to the appropriate Network Operations Center and coordinate the implementation of said changes.

Assist Senior NOC Engineers with aiding end users utilizing meeting and guest room networks under management and integration of new and existing network installations into the Network Operations Center (NOC) systems.

Act as level two support for level one field employees and guest room support teams.

Document incidents and network changes and perform root cause analysis as required.

Provide emergency remote and on-site support.

Event Support:

Under direction of Regional Internet Services Manager and local Directors, plan and execute established event requirements with the highest levels of customer service. Plan, organize and establish the work and supervise any additional team members participating in providing the services.

When necessary, setup, configure and test all supplied network and related (i.e., access points, switches, phones, computers, printers, webcasting etc.) equipment including cabling making use of the set standards available. Ensure that the event specifications are understood by key stakeholders.

Utilizing tools provided, create network access codes, connection guides and troubleshoot client provided devices.

Own the inventory by accurately forecasting demand, assist with the procurement of suitable subrental or branch equipment (i.e., phones, computers, printers, webcasting etc.) and manage the ordering, quality control, use and safe return of such equipment.

Meet with the client post event; provide reporting on bandwidth and device utilization as available.

Team Support:

Under direction from Regional Internet Services Manager, deliver training to local team members on Technical Sales, Network Management and Event Support. Coach their behavior and offer constructive feedback to fuel continuous improvement.

Assist in the general operations of the local business as required by covering shifts, participating in initiatives, and offering expertise to continually improve smooth and safe operations.

By understanding the general principles involved, assist with troubleshooting back-office IT issues such as network connectivity, computer hardware and software problems by identifying the problem, solving locally where possible and escalating to IT when not.

Lead and support shows, by training and mentoring technicians.

Collaborate with other Area Internet Services Managers to assist with covering NOC tickets and supporting events.

Assist the Regional Workforce Manager with assigning shifts for event support throughout the market.

Assist the Internet Services Installation team with in-market network installations and upgrades

Customer Service:

Strives to exceed the expectations and needs of internal and external customers.

Maintains a positive relationship with all clients through effective communication.

Meets with guests on site to ensure that their needs are met, and the equipment setup is working properly.

Monitors events and checks in on customers throughout the day.

Understands and fosters the hotel/client relationship.

People Management:

Hire, train, and develop a team of Customer Support professionals supporting various sales divisions across the company; prioritize, lead, and assign work based on team member strengths and roles

Responsible for all aspects of team member training, career development, and performance management

Implement and cultivate a team environment that focuses on service levels, customer satisfaction, revenue generation, and productivity.

Ensure team members are equipped with required tools, processes, and procedures to create an effective and efficient organization.

Establish strong working relationships with team members within the support center and other departments in the organization that support the accomplishment of team goals.

Job Qualifications

Bachelor of Science or equivalent in Computer Science or commensurate experience

5+ years of experience in the hospitality industry in a technical role

3+ years of field experience in internet services support

1+ years of leadership or management experience

Ability to understand technical concepts and solutions and be able to communicate them so they are understood to a non-technical buyer.

Familiarity with Internet services, bandwidth, IP wired and wireless networks, principles of computer hardware and software, webcasting.

Preferred Certifications: CompTIA, Cisco CCENT/CCNA/CCDA/CCNP/Wireless specialties and/or other equivalent network and wireless vendors.

Preferred Cisco IOS and hardware experience.

Preferred experience with HP/Aruba, Ruckus, Meraki and other wireless solutions.

Preferred experience with Cisco TACACS, DNA/Prime/WCS, Solarwinds products and/or other network monitoring tools.

Encompass all skills at the C2 Level. Within 1 year, achieve Computer Level 1 Certification (C1) per Encore Technical Skillset Matrix after transfer to new role

Competencies

Ownership

Hospitality

Professionalism

Responsiveness

Safety Conscious

Action Oriented

Tech Savvy

Ensures Accountability

Work Environment

Work is performed in multiple hotels or convention centers with moderate exposure to outdoor temperatures and to dirt, sand and/or dust. The working conditions will vary between moderately quiet to noisy volumes. Team members will use high-end audio-visual equipment, networking equipment, and electrical components, and will be exposed to heights via lifts and ladders. Working times will include irregular hours and on-call status including days, evenings, weekends, and holidays. Team members must adhere to appearance guidelines as defined by Encore based on an individual hotel or a representation of hotels in that city or area.

The above information on this description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

Salary Pay Range: $74,182.00 - $96,437.00

The compensation offered for this role is determined based on the qualifications outlined in the job posting for the specified location. Final compensation is based on a number of factors including location, travel, relevant work experience, or particular skills and expertise. In addition, some positions may be eligible for other compensation such as potential overtime, bonuses or incentives.