IT Technical Support Manager

Summary:

The IT Technical Support Manager will oversee the staff responsible for the support, operation, maintenance, and repair of information technology systems. Their job involves supervising technical operations as performed by IT support experts to ensure company/client targets are met. They coordinate and assign work duties to support representatives to meet the requirements of clients. They also ensure work operations conform to acceptable standards of quality service. Some of the qualities needed to succeed on the job include planning, IT, and analytical skills. They also manage, maintain and support third-party and internal applications deployed and used by the company.

Responsibilities:

• Provides leadership, oversight, administration, and mentorship of assigned staff in some or all the following areas: business applications, field technicians, convention technicians and help desk.
• Manages and allocates workload and resources; resolves schedule and resource conflicts.
• Responsible for hiring, performance evaluations, mentoring, coaching, and training of staff.
• Conducts periodic inspections to ensure the efficient performance of work equipment and systems.
• Prepare cost and/or budgetary estimates required for operations, labor, and materials.
• Maintain documentation and proper records of work operations and decisions taken.
• Executes overall IT strategy for the unit, ensuring customer satisfaction and delivering solutions/services on time and on/under budget.
• Plans, develops, and executes IT projects.
• Identifies and resolves application-related issues and conflicts.
• Responsible for interpreting and implementing company information technology policies and procedures.
• Manages daily IT Operations, including but not limited to field technicians, help desk and applications support.
• Ensure availability of work tools, machine, and other necessary equipment required for the performance of job duties.
• Must be available to provide off-hours support.
• Ensure technical operators comply with set health/safety policies and procedures.
• Acts as representative for the department on various committees.
• Maintains relationships with key customers.
• Coordinates and facilitates consultation with stakeholders to define business and systems requirements for new technology implementations.
• Identifies broad level application issues and opportunities, and researches and implements new technologies as required.
• Uphold the company's drug-free, tobacco-free, and nicotine-free policies within the workplace.
• All other duties as assigned.

Experience/Qualifications:

• Minimum 3+ years of progressive IT support experience, including 2+ years in a leadership role managing technical teams such as help desk, field technicians, and application support.
• Proven success in IT operations management, project planning, and execution of technology initiatives.

• Knowledge of IT infrastructure, enterprise applications, and system administration.

• Experience in incident management, resource allocation, and budgeting.

• Ability to troubleshoot and resolve complex application and system issues.

• Demonstrated ability to lead, mentor, and develop technical teams.

• Skilled in performance management, hiring, and staff development.

• Excellent planning, organizational, and decision-making skills.

• Strong analytical and problem-solving abilities.

• Effective communication and stakeholder management skills, including experience representing IT on committees.

• Ability to work under pressure and provide off-hours support when required.

• Commitment to health and safety compliance and adherence to IT policies.

• Ability to lift- up to 25 lbs. infrequently.
• Must be able to legally work in the USA.

Education and Certification(s)/License(s):

• Bachelor’s degree in Information Technology, Computer Science, Systems Engineering, or a related field is preferred, commensurate experience will be considered.
• A CompTIA A+ certification is required at minimum.

Discover Life at Rosen:

Your career is here in our diverse and friendly workplace where your individuality and ideas are valued. Our company of more than 3,000 associates thrives on teamwork and ingenuity. It is this team that makes Rosen Hotels & Resorts in Orlando one of Florida's most respected hospitality companies to work for.

Benefits Our Associates Enjoy:

• Affordable Health and Dental Insurance
• On-site Medical Center
• Competitive Compensation
• Holiday Pay
• Birthday Pay
• Paid Vacation and Personal Days
• Tuition Reimbursement and Higher Education Scholarships
• 401(k) Retirement Savings Plan
• Childcare Financial Assistance
• Hospitality and Dining Discounts
• Access to our Family Outreach Center
• Excellent Career Growth Opportunities
• And much more

We are proud to be an equal opportunity employer and a drug and nicotine-free workforce.