Evans Hotels

LOCATION
Evans Hotels
Since 1953, Evans Hotels has been a hospitality leader in San Diego and Southern California. Its portfolio includes two properties on Mission Bay, Catamaran Resort Hotel and Spa and Bahia Resort Hotel, as well as the AAA Five Diamond property in the prominent seaside community of La Jolla, The Lodge at Torrey Pines.
Evans Hotels is a family-owned and operated business committed to supporting and enhancing employee well-being through a variety of programs that nurture our staff professionally and personally. We offer hands-on manager and leadership training, employee appreciation days, and staff awards and recognition. Our team is also dedicated to serving our community through initiatives like company-wide beach clean-ups and volunteer opportunities.
SUMMARY
The IT Manager (”Gerente de Tecnología de la Información”) is responsible for the day-to-day management of IT service delivery, Help Desk operations and personnel, operational processes, and IT projects for Evans Hotels. The position ensures work is appropriately prioritized, assigned, tracked, communicated, escalated, and completed across a multi-property hospitality environment. The IT Manager works closely with the Network Engineer and Systems Engineer to coordinate escalations, project dependencies, and operational priorities, while the engineers retain technical ownership of their respective disciplines.
PAY & PERKS 

• Compensation: $105,000 - $115,000 DOE**
• Earn $1000 for Culinary, Engineering, Housekeeping, and $350 for all other roles for each hired referral at any Evans Hotels property.
• Discounted Hotel Rooms for you, family and friends
• Free Employee Parking and/or discounted MTS Pronto card
• Free Meals & Refreshments during working shifts
• Career advancement opportunities!
• Health (including SIMNSA), Dental, Vision, 401k with match, life insurance, sick and vacation time.
• Discounts on cell phone bills, shoes, gym memberships, and more!

ESSENTIAL DUTIES

• Directly manage Help Desk personnel, including daily work assignments, scheduling, coverage, one-on-one meetings, coaching, performance management, training, development, and annual reviews.
• Own day-to-day Help Desk operations and service delivery, including ticket queue health, prioritization, aging, documentation, user communication, escalation, and closure.
• Establish operational priorities based on business impact, urgency, dependencies, available resources, and the needs of hotel operations.
• Coordinate incident response and ensure issues are escalated to the appropriate Systems Engineer, Network Engineer, vendor, or service provider when Help Desk troubleshooting has been exhausted.
• Maintain service-delivery ownership of escalated incidents by tracking progress, coordinating resources, communicating status, and ensuring issues are carried through to resolution.
• Plan and manage Help Desk and operational IT projects from initiation through completion, including scope, tasks, owners, milestones, dependencies, risks, communication, and follow-up.
• Coordinate Help Desk responsibilities and user-facing activities that are part of larger infrastructure, systems, network, security, or vendor-led projects.
• Conduct regular Help Desk and operational review meetings to evaluate workload, outstanding issues, project status, priorities, and departmental commitments.
• Develop, maintain, and enforce Help Desk procedures, ticketing standards, escalation procedures, knowledge-base content, and operational documentation.
• Oversee IT onboarding and offboarding workflows in coordination with Human Resources, department leadership, and technical staff.
• Maintain accountability for IT asset-management processes, inventory accuracy, equipment assignment, lifecycle tracking, and standardized deployment procedures.
• Use service metrics such as ticket backlog, ticket aging, response and resolution performance, reopened tickets, escalation rates, customer satisfaction, and project completion to identify trends and improve performance.
• Identify recurring support issues and partner with the appropriate engineer to address root causes and convert repeatable technical solutions into Help Desk documentation and procedures where appropriate.
• Coordinate operational vendors and service providers, track outstanding actions, and ensure commitments are completed and communicated.
• Serve as the primary operational liaison between the IT department and hotel or corporate department managers for routine service-delivery issues, planned work, and user-impacting changes.
• Ensure appropriate Help Desk coverage and coordination across Evans Hotels properties and business operations.
• Address performance issues promptly and constructively, in accordance with HR and company policies.
• Recruit, train, coach, and mentor team members, ensuring a high-performing, service-oriented culture.
• Promote teamwork and employee engagement, ensuring alignment with company values and expectations.
• Assist the Executive Director of Technology with operational planning, staffing needs, equipment forecasts, vendor performance, and other departmental management responsibilities as requested.
• Perform additional duties and responsibilities as directed by the leadership team.

QUALIFICATIONS

• Bachelor's degree in information systems, business, management, or any equivalent.
• At least 5 years of progressive experience in IT support, service delivery, service desk, or IT operations, including at least 2 years of experience leading or managing an IT team.
• A combination of experience, education, and/or training may be substituted for either requirement. 
• Previous IT leadership experience within a hotel, hospitality organization or similar business entity preferred.
• Availability to work on weekends and holidays is required.
• Required to work on-site and travel between Evans Hotels properties.
• Demonstrated project-management experience coordinating multiple concurrent initiatives, owners, deadlines, dependencies, and stakeholders through completion.
• Strong understanding of IT service-management concepts, including incident management, escalation, prioritization, change coordination, documentation, and customer service.
• Broad technical literacy across enterprise IT concepts such as endpoints, identity and access, Microsoft 365, networks, servers and cloud services, cybersecurity, backups, and business applications. Hands-on systems or network engineering expertise is not required.
• Experience with ticketing, knowledge-base, asset-management, or comparable IT operations systems.
• Ability to always maintain a friendly, professional, team-oriented, positive demeanor and diplomatic attitude, especially under stress or challenges.
• Ability to stand, kneel, squat for prolonged periods of time, up to and including, the entire shift and lift up to 25 lbs.
• The following position will be filled in accordance with the process set forth in California Labor Code Section 2810.8 and San Diego Municipal Code 311.0101 et. seq.