IT Manager

Trump International Beach Resort•North Miami Beach, FL

4d•Onsite

About The Position

The IT Manager is responsible for the continuous, reliable, and secure operation of all technology systems within a 24/7 luxury hospitality environment. This role demands a highly responsive, service-driven professional who manages daily IT operations, supports staff and guests, and resolves time-sensitive issues with urgency and professionalism. Must possess the ability to research, evaluate, recommend, and implement best practices. Demonstrate enthusiasm and commitment toward the job and the mission of the company. Will interact professionally with staff at all levels of the organization and hotel guests. Possess a high level of interpersonal skills to handle sensitive and confidential information and situations. The ideal candidate demonstrates strong ownership, operational discipline, and a proactive approach to system monitoring, incident prevention, and continuous improvement in a mission-critical setting.

Requirements

Bachelor's degree in Computer Science, MIS, or related field preferred
8+ years of IT management or network administration experience with leadership responsibilities
Strong knowledge of LAN environments, client-server architecture, Windows Server, and desktop applications
Experience with Office 365 Admin Center, Active Directory, and Exchange hybrid environments
Proficiency in firewall management, managed/unmanaged switches, and TCP/IP and Wi-Fi networking
Working knowledge of Microsoft Defender, Intune, Entra ID, Purview, and Microsoft Secure Score
Hands-on experience with Barracuda Email Security Gateway administration and log analysis
Understanding of PCI-DSS compliance requirements in a hospitality or retail environment
Familiarity with NEC phone systems, analog and digital lines
Experience with virtualization concepts and virtual environment management (VmWare).
Knowledge of backup, NAS, and SAN solutions; data recovery skills
Ability to run network cabling and lift heavy equipment when required
Hospitality systems experience preferred (SMS PMS, Oracle Micros POS, PBX/Voicemail)
Salesforce basic experience a plus
Bilingual English/Spanish a plus
IT Certifications are a plus, including ITIL, COBIT, CompTIA (A+, Network+, Security+), Microsoft (AZ-900 / 104), and other industry-recognized credentials
Highly Detail oriented, excellent organizational skills, ability to work well under pressure, strong communication skills, Project management Skills, management, and leadership skills.

Nice To Haves

Hospitality systems experience preferred (SMS PMS, Oracle Micros POS, PBX/Voicemail)
Salesforce basic experience a plus
Bilingual English/Spanish a plus
IT Certifications are a plus, including ITIL, COBIT, CompTIA (A+, Network+, Security+), Microsoft (AZ-900 / 104), and other industry-recognized credentials

Responsibilities

Ensure uptime and performance of all critical hotel systems, including PMS, POS, PBX, network infrastructure, guest-facing technologies and back-of-house operational systems
Monitor system health, network performance, and security alerts proactively
Respond immediately to outages or service interruptions, minimizing downtime
Provide on-call escalation support for incidents impacting operations or guest experience
Communicate proactively with department heads and leadership during incidents, providing clear status updates, estimated restoration times (ETA), and post-incident summaries
Maintain and enforce Service Level Agreements (SLAs) by system criticality: Critical systems (PMS, POS, PBX, network); High priority systems (email, printing, telephony).
Serve as the primary point of contact between IT and all hotel departments during system disruptions, ensuring transparent and timely communication throughout the resolution process
Escalate unresolved incidents to senior leadership and/or third-party vendors with full documentation, including timeline, impact assessment, and recovery steps taken
Conduct post-incident reviews (PIR) to document root cause, corrective actions, and preventive measures, sharing findings with relevant stakeholders and leadership
Maintain a structured incident log and communication trail for all critical events, supporting accountability and continuous improvement across the organization
Deliver hands-on support for end-user systems including computers, mobile devices, printers, POS terminals, and telephony
Support all hotel departments (Front Desk, F&B, Housekeeping, Events, IRD, etc.)
Perform daily system checks, backup validation, and operational readiness reviews
Install, configure, maintain, and replace IT equipment (servers, computers, phones, and peripherals)
Troubleshoot hardware, software, and network issues; perform repairs and Moves/Adds/Changes (MACs)
Coordinate with Finance/Accounting for purchase order approvals and invoice reconciliation
Manage vendor relationships to optimize pricing, functionality, and issue resolution
Maintain IT asset inventory, warranty records, and hardware refresh planning
Perform daily server health checks and uptime verification across all critical systems, ensuring continuous availability and prompt identification of any degradation or failure
Review Windows Event Logs daily for errors and warnings across servers, domain controllers, and critical applications, escalating any anomalies that may impact operations
Full management over CCTV surveillance systems, in-room entertainment (IPTV), landing page and captive portal support, digital signage system, door lock systems and guest Wi-Fi.
Ensure all endpoints maintain up-to-date antivirus and anti-malware protection managed via Microsoft Defender and MS Security Portal
Administer and monitor Barracuda Email Security Gateway, including spam filtering rules, quarantine management, email threat analysis, and policy enforcement
Review Barracuda message logs regularly to identify phishing attempts, spoofing, and malicious attachments before they reach end users
Manage and align email security policies across Barracuda and Microsoft Exchange/Exchange Online
Monitor and maintain security across Microsoft 365 services (Exchange Online, SharePoint, OneDrive, Teams) using Microsoft Defender portal and Microsoft Purview
Conduct routine reviews of Azure Active Directory / Entra ID sign-in logs, conditional access policies, and MFA enforcement to detect unauthorized access attempts
Manage Microsoft Secure Score, tracking improvements and implementing recommended security configurations across the tenant
Perform periodic audits of user accounts, permissions, and privileged access to enforce least-privilege principles across Active Directory and Microsoft 365
Monitor firewall rules, VPN access logs, and intrusion detection systems on a regular basis
Maintain and validate backup and disaster recovery procedures, ensuring recoverability of critical systems and data
Conduct regular vulnerability assessments and coordinate remediation with relevant teams or vendors
Respond to cybersecurity incidents, including containment, root cause analysis, and post-incident reporting
Educate staff on cybersecurity best practices, phishing awareness, and safe technology use
Manage and prioritize support requests through a ticketing system
Improve first-call resolution rates and build a documented knowledge base
Maintain clear communication with end users to promote technology understanding
Escalate and coordinate complex issues with third-party vendors as needed