Director of Information Technology - Glacier National Park

Xanterra Travel Collection•Columbia Falls, MT

3d•Hybrid

About The Position

Our IT department provides direct in-person and remote support for all applications and hardware used throughout the park & surrounding region. The department is also responsible annually for shutting down and starting up IT systems at the end and beginning of the peak summer season. The Director of IT position is based in office at Columbia Falls, MT, but during the summer season this position travels extensively throughout Glacier National Park to other sites. The position provides strategic direction and day-to-day leadership to the property IT team. The IT Director works with both the Glacier General Manager and the corporate IT department to ensure all property IT needs are met.

Requirements

5-10+ years of related IT experience
Prior experience supervising or managing employees
Prior experience managing IT projects and gathering business requirements
Prior experience developing capital and operating budgets
Prior experience working with and managing external vendors
Must possess a valid US driver’s license and clean driving record
Proficient in the Microsoft Office suite of products
Prior experience using an incident & request ticketing system (ex. ServiceNow)
Strong analytical skills to be able to plan complex projects, troubleshoot problems, recognize chronic problems or patterns, and escalate as needed
Polite and courteous demeanor when speaking to guests and colleagues
Willingness to work holidays, evenings, weekends, and flexible shifts as required

Nice To Haves

Bachelor’s degree in Information Technology, Information Systems, or Computer Science
Evidence of continuing IT education (ex. CHTP certification)
Background in hospitality-based IT systems
Prior experience with IT security compliance such as PCI DSS, GDPR, and CPRA
Experience installing, troubleshooting, and repairing both low voltage copper and fiber optic wire
Experience is strongly preferred with the following systems: Active Directory, Cisco & Palo Alto network appliances, CrowdStrike, Dell iDRAC, DHCP, DNS, Group Policy, HYCU Backup, Ivanti Neurons, LogicMonitor, Microsoft Exchange, Microsoft Hyper-V, Microsoft Intune, Microsoft Office 365, Microsoft Windows 11, Microsoft Windows Server 2019/2022/2025, Mitel & NEC Telephone PBX, Nutanix AHV, VMware ESXi, and Shift4 UTG
Experience is strongly preferred with the following applications: Adobe Creative Cloud, Dayforce HCM, Infor CloudSuite, Mi9 Retail Systems, Opera Property Management Suite, Poppulo Harmony Content Management, and Simphony F&B POS

Responsibilities

Create and maintain IT products & services stack at the property that ensures all business goals and objectives are met; act as a subject matter expert on all aspects of IT
Responsible for hiring, training, scheduling, supervising, and evaluating IT staff
Accountable for all day-to-day procedures related to the identification, prioritization, and resolution of end user requests, including the monitoring, tracking and coordinating of service desk functions
Manage processing of incoming calls to the service desk via telephone, email, and the ticketing system
Document all pertinent information and nature of a problem or issue
Record the information in an online ticket system to ensure requests are resolved in a timely fashion
Support field teams by working, escalating, or dispatching the ticket queue
Maintain a knowledge base of known issues and resolutions
Periodically audit ticket notes to ensure best practices are followed and service quality standards are met
Act as an escalation point for the user base if they feel their IT question, problem, or concern is not addressed adequately
Communicate planned maintenance and system outage resolution to the business when needed
Formulate and execute plans & schedules for the annual startup and shutdown of IT assets throughout the park’s seasonal locations
Use effective judgment and professional initiative to independently develop effective and constructive solutions to customer & end-user support issues, queries, challenges, and escalations.
Maintain a three-year IT project plan in coordination with the General Manager and Regional Director of IT; oversee each project through the planning, execution, and closing stages
Set annual department capital and operating budgets in conjunction with the General Manager, local Controller, Regional Director of IT and Chief Information Officer, and track adherence to the budget throughout the year
Ensure all capital projects are opened, executed, and closed as established in Xanterra’s capital project policies
Liaison with the National Park Service commercial services and technology divisions to complete compliance or permitting steps as required for IT projects
Evaluate new vendors and monitor existing vendors to ensure product or service performance meets expectations, as well as partner with the accounting team to ensure vendors are paid timely
Ensure IT supply inventories are appropriately stocked to meet business needs; order additional supplies or parts as needed
Partner with the General Manager and other department directors to ensure day-to-day IT needs are being met as well as to strategize projects for future years
Ensure all IT data centers & telecom closets are adequately powered with stable redundant power, organized & labeled in a logical matter, clean & temperature controlled with adequate fire suppression, and physically secured
Responsible for ensuring all IT assets are procured & installed according to established standards, are labeled appropriately, documented in the asset tracking tool, and disposed of appropriately at end of life
Responsible for ensuring all IT software is procured & installed according to established standards and that all software licensing is compliant
Maintain the property’s IT disaster recovery plan to ensure system recovery in the event of a serious malfunction or failure
Complete all security audits and maintain all security standards as required by the Regional Director of IT and Chief Information Officer
Ensure IT systems receive regular security patches as required by the Regional Director of IT and Chief Information Officer
Ensure IT systems are backed up regularly as required by the Regional Director of IT and Chief Information Officer
Ensure all hardware maintenance on servers, network appliances, Telephone PBXs, and other IT infrastructure equipment is completed as necessary
Work in conjunction with the Regional Director of IT and Chief Information Officer to formulate technology and related standards to be followed by all business units and verify that all standards are followed
Ensure all needed system and user documentation for systems installed, supported, trained, and administered by the Xanterra Information Technology team is created and maintained as necessary
Prepare and execute organized classroom training as well as on-the-job training as needed
Provide support and assistance to the Xanterra Incident Response Team as needed and requested
Serve in an on-call capacity for after-hours/non-business hours support when assigned by the Regional Director of IT or Chief Information Officer
Other duties as assigned