IT Hub Manager - North East

Merlin Entertainments•Goshen, NY

1d•$80,000 - $85,000

About The Position

IT Hub Manager - North East is responsible for managing the delivery of IT services within their assigned region, ensuring alignment with business objectives and organizational standards. Reporting to the Digital and Data IT Director, this role oversees 4–6 Operations Analysts and Engineers and ensures seamless operational support for the organization’s attractions and offices. The IT Manager – North East drives service excellence, fosters team development, and contributes to the success of the digital and data strategy.

Requirements

Minimum 5+ years of experience in IT operations, with at least 2 years in a supervisory role.
Experience managing IT service delivery processes, including incident, problem, and change management.
Technical expertise in EUC (End User Computing), POS (Point of Sale), and network infrastructure.
Proficiency with IT service management tools like ServiceNow.
Leadership and Team Management: Ability to lead, mentor, and develop a highly performing team.
Operational Focus: Strong organizational skills to manage competing priorities effectively.
Communication: Clear and effective communication skills for engaging with team members and stakeholders.
Problem-Solving: Analytical skills to identify and resolve complex operational issues.
Customer Focus: Dedication to delivering high-quality service to internal and external stakeholders.
Adaptability: Analytical Flexibility to respond to dynamic operational challenges and changing priorities.

Nice To Haves

ITIL Foundation certification preferred.

Responsibilities

Service Oversight Manage the delivery of IT services, ensuring issues are resolved promptly and service levels are consistently met within the region.
Incident Management Act as the escalation point for critical incidents, ensuring resolution and root cause analysis primarily within the region and supporting other regional teams based on time zone availability.
Process Compliance Ensure adherence to Merlin Technology policies, procedures, and operational standards.
Performance Monitoring Track service performance metrics and use data to identify and implement improvements.
Team Management Lead a team of 4–6 Operations Analysts, providing guidance, support, and development opportunities.
Skill Development Assess team capabilities and implement training plans to address gaps and enhance performance.
Engagement Create a collaborative and motivated team environment, aligned with organizational values.
Communication Provide regular updates to the team and ensure alignment with regional and organizational objectives.
Business Engagement Collaborate with regional stakeholders to understand operational needs and ensure IT services meet expectations.
Vendor Relationships Manage interactions with vendors and suppliers to ensure high-quality service delivery.
Project Execution Support the implementation of local and regional IT projects, ensuring alignment with broader strategies.
Change Management Manage changes to systems and services, ensuring minimal disruption to operations.
Documentation Maintain accurate operational and technical documentation.
Service Enhancements Identify opportunities to improve IT services and implement efficient measures.
Proactive Problem-Solving Anticipate and mitigate potential operational issues.

Benefits

Benefits of Merlin Entertainments
Excellent health care options (medical, dental, and vision that encourage preventative care).
Outstanding Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation.
Merlin Magic Pass for friends and family to enjoy the parks & attractions
Recognition Programs and Rewards
401(k) program with company match
Tuition reimbursement programs
Numerous learning and advancement opportunities

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