Hospitality I.T. Support Manager

Ridgedale, MO
Big Cedar Lodge
Depends on Experience  Annual
Full Time
Varies - Weekends Needed



Job Summary:  

Outdoor enthusiastic company seeks people first Information Technology support manager. Manager will coordinate, facilitate, oversee and assist with all support functions pertaining to day-to-day operations, new projects, vendor management, preventive maintenance and solutions planning. Will require partnership with corporate office IT department to ensure ITIL best practices are followed. Will report directly to the Senior IT Hospitality Manager. 

(This is not a remote position. You will be required to work on property at Ridgedale, MO.)


Responsibilities and Duties:

• Provide First Class Customer Service

• Maintain Outfitters IT environment including on premise, remote work (not from home - remote work for our associates across property), and cloud services

• Maintain vendor relationships, contracts and competitive pricing

• Maintain SLA's through ticket management, proactive and preventive maintenance

• Manage all technology inventory including acquisition, deployment, maintenance and retirement

• Diagnose, troubleshoot, analyze and evaluate new and existing technology systems

• Consistently maintain and improve business continuity and disaster recovery plans

• Manage escalations to both internal support organizations and vendors for most efficient service delivery

• Support the daily operations of systems and appropriately apply resources to ensure integrity and uptime/availability of systems including after hour emergencies and proactive services

• Coordinate multiple projects, system updates, changes and new deployments

• Work with corporate IT department to maintain security, updates and environment

• Plan upgrades on all software and hardware to ensure latest version is maintained

• Provide technical support when needed

• Maintain network documentation library, support documents and knowledgebase articles

• Prepare budget for data processing costs and upgrades

• Train, develop and support IT team

• Evaluate and implement all user education and training related to technology

• Provide timely and efficient communication for all IT events

• Maintain guest wireless, telephony and mobile technology

• Coordinate, oversee, and ensure the efficient operation of the Network/Computer Systems

• Project management, planning and implementing technology road map

• Various job duties can require long periods of standing, bending and sitting along with keyboard entry, frequent repetitive movement of arms, fingers, wrists, etc.; capacity to lift 50lbs. unassisted and more than 50 lbs. with assistance

• Requires after-hours on call work and occasional holiday work

• Performs related duties as required


Qualifications and Skills:

• Four-year college degree preferred or equivalent combination of education, certifications, and/or experience

• 5+ years experience with Microsoft Servers, Active Directory, Exchange Servers, Cisco Networking, Windows Operating Systems, LAN/WLAN/WAN, Internet Technologies, Virtual Desktop Infrastructure, Microsoft SQL Server and Cloud Services/Solutions

• 2+ years experience managing small to mid-size teams

• 2+ years experience with mobile technologies both Apple and Android phones and tablets

• Experience with POS systems, Mitel/Cisco Phone Systems and other hospitality systems

• Ability to execute sound judgment and to establish and maintain good working relationships  with associates and business partners

• Exceptional Customer Service Skills

• Strong Communication Skills, and the ability to work independently, as well as, team oriented

• Excellent Time Management Skills

• Ability to Work Without Supervision

• Excellent critical thinking and problem-solving skills

• Ability to develop, administer, and enforce all aspects of technology-related policies and


• Ability to provide cost effective solutions that align with business vision and roadmap

• Detail-oriented with the ability to develop and execute IT operational plans

• Experience with Microsoft Bi or SQL reporting a plus

• Hospitality Experience a plus


Salary and Benefits


• Compensation is commensurate with Experience