Area Internet Services Manager Central Florida/Gulf Coast

Encore Global•Orlando, FL

1d•Onsite

About The Position

Reporting to the Regional Internet Services Manager with additional oversight by local Area Director or local Director of Event Technology, this role manages the overall IT operation, network, and related client-facing services at the area level. The position involves maintaining equipment and infrastructure, positioning and selling solutions, executing events, and providing outstanding internal and external customer service.

Requirements

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.
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

Nice To Haves

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, Solar winds products and/or other network monitoring tools.

Responsibilities

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.
Provide support for the technical sales of Internet Services and related products by applying a working knowledge of such technologies and sound sales skills.
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.
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.
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.
Setup, configure and test all supplied network and related equipment including cabling making use of the set standards available.
Ensure that the event specifications are understood by key stakeholders.
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 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.
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.
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.
Strive to exceed the expectations and needs of internal and external customers.
Maintain a positive relationship with all clients through effective communication.
Meet with guests on site to ensure that their needs are met, and the equipment setup is working properly.
Monitor events and check in on customers throughout the day.
Understand and foster the hotel/client relationship.
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.