IT Manager

The Kahala Hotel & Resort•Honolulu, HI

1d•Onsite

About The Position

The IT Manager is responsible for the daily management, support, maintenance, and continuous improvement of the resort's technology infrastructure, systems, and services. This position ensures the reliable operation of all IT assets across guest-facing and back-of-house environments, including networks, servers, telecommunications, hospitality applications, cybersecurity, and end-user support. The Resort IT Manager works closely with department leaders, vendors, and the Director of Information Technology to provide technology solutions that enhance operational efficiency, guest satisfaction, and information security while supporting the resort's strategic business objectives.

Requirements

Minimum of 3 years of progressive information technology experience, including systems administration, network administration, or IT operations management.
Experience with Microsoft Windows Server environments, Microsoft 365, Active Directory, virtualization technologies, and network infrastructure.
Experience supporting enterprise wireless networks, firewalls, switches, and cybersecurity solutions.
Proven experience managing technology vendors, service contracts, and project implementations.
High School Diploma or General Education Diploma required.
Ability to analyze complex technical issues, evaluate alternatives, and implement effective solutions in a timely manner.
Strong critical thinking and problem-solving skills with the ability to make sound decisions under pressure.
Ability to manage multiple priorities, projects, deadlines, and operational demands simultaneously.
Demonstrated ability to plan, organize, coordinate, and execute short- and long-term technology initiatives.
Ability to maintain attention to detail while balancing strategic objectives and daily operational responsibilities.
Strong project management and organizational skills with the ability to manage resources efficiently.
Ability to interpret technical documentation, contracts, policies, procedures, and business requirements.
Capable of adapting to rapidly changing technology, business needs, and operational priorities.
Ability to maintain confidentiality and exercise professional judgment when handling sensitive business and employee information.
Excellent verbal and written communication skills.
Ability to communicate technical information effectively to both technical and non-technical audiences.
Ability to establish and maintain positive working relationships with employees, managers, executives, vendors, contractors, and guests.
Strong customer service orientation with the ability to resolve issues in a professional and courteous manner.
Ability to lead meetings, conduct training sessions, and provide clear instructions and guidance to team members.
Ability to prepare reports, project updates, policy documentation, and technical procedures.
Strong listening and interpersonal skills with the ability to influence and collaborate across departments.
Ability to communicate effectively during emergencies, system outages, and high-pressure situations.
Ability to sit, stand, and walk for extended periods throughout the workday.
Ability to frequently use hands and fingers to operate computers, keyboards, telephones, and other office equipment.
Ability to see, hear, speak, and read sufficiently to perform the essential functions of the position.
Ability to occasionally bend, stoop, kneel, crouch, climb, and reach while installing or troubleshooting equipment.
Ability to safely lift, carry, push, and pull equipment and materials weighing up to 50 pounds.
Ability to work in confined spaces such as network closets, telecommunications rooms, and under-desk work areas when necessary.
Ability to travel throughout the resort property to support systems and users in multiple locations.
Ability to perform repetitive hand and wrist movements associated with computer use.
Ability to distinguish colors, indicators, and visual alerts on monitors, networking equipment, and system dashboards.
Ability to work from ladders or elevated platforms when installing or maintaining technology equipment, where permitted and appropriate.
Ability to occasionally work outside of normal business hours to support maintenance activities, upgrades, and emergency response efforts.
Ability to operate motor vehicles or utility carts on property, if required.

Nice To Haves

Experience supporting hospitality technology environments, including PMS, POS, telecommunications, and guest-facing systems preferred.
Experience with IT service management processes, incident response, and change management procedures preferred.
Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business Technology, or a related field preferred.
Relevant professional certifications are preferred, including but not limited to: CompTIA Network+ CompTIA Security+ Microsoft Certifications Cisco Certifications (CCNA or higher) ITIL Foundation Certified Information Systems Security Professional (CISSP) Project Management Professional (PMP)

Responsibilities

Manage the day-to-day operations of the resort's information technology environment.
Oversee the installation, configuration, maintenance, and support of servers, workstations, mobile devices, peripherals, and network infrastructure.
Ensure the availability, performance, and security of all IT systems and applications utilized throughout the resort.
Support hospitality technology platforms including Property Management Systems (PMS), Point-of-Sale (POS), key card systems, reservations systems, telephony systems, and guest-facing technologies.
Monitor network performance and proactively identify and resolve system issues.
Lead troubleshooting efforts for hardware, software, network, and application-related incidents.
Administer user accounts, access controls, and permissions in accordance with company policies and security standards.
Maintain cybersecurity controls, patch management procedures, endpoint protection, backup systems, and disaster recovery processes.
Coordinate and manage relationships with technology vendors, service providers, and contractors.
Develop and maintain IT documentation, operating procedures, asset inventories, and system diagrams.
Assist in planning and implementing technology upgrades, deployments, and infrastructure projects.
Ensure compliance with company standards, data privacy requirements, software licensing agreements, and industry best practices.
Provide technical leadership, mentoring, and guidance to IT support staff and other team members.
Participate in budget planning, technology forecasting, and capital project recommendations.
Respond to critical system outages and operational emergencies as needed.
Maintain a high level of customer service while supporting both guests and employees.
Assist the Director of Information Technology with strategic technology planning and long-term initiatives.
Participate in evaluating new technologies and recommending solutions that improve resort operations and guest experiences.
Conduct system audits and security assessments to identify risks and opportunities for improvement.
Coordinate technology-related projects with operations, finance, sales, food and beverage, housekeeping, engineering, and other departments.
Deliver user training and technology awareness programs for staff members.
Support onboarding and offboarding processes for employees by provisioning and deactivating system access.
Assist with preparing reports related to system performance, help desk metrics, asset management, and cybersecurity.
Participate in business continuity and disaster recovery testing activities.
Maintain inventory records and oversee the procurement of IT equipment and software.
Perform other duties as assigned by the Director of Information Technology.