MANAGER - IT OPERATIONS & NETWORK

Hard Rock International (USA), Inc.•Wheatland, CA

About The Position

The IT Network / Operations Manager is responsible for overseeing the property’s enterprise network infrastructure and day-to-day IT operations. This role manages network systems, servers, telecommunications, security, and IT operations support while leading technical teams to ensure high availability, performance, security, and compliance across all gaming, hotel, food & beverage, corporate, and guest-facing systems. This position serves as a strategic and operational leader, ensuring that technology systems meet business needs, service level agreements (SLAs), regulatory requirements, and corporate standards while delivering exceptional service to internal users and guests.

Requirements

Bachelor’s degree in information systems, Computer Science, or equivalent training and experience (education and experience may be interchangeable year-for-year).
Minimum of 4–7 years of IT experience with emphasis on network infrastructure, systems operations, and enterprise environments.
3+ years of leadership or managerial experience in IT operations or infrastructure.
Strong knowledge of:
Network architecture, security, and system administration
Windows Server, Active Directory, desktop operating systems
Gaming, hospitality, POS, PMS, and enterprise systems
Proven project management and problem-solving skills.
Ability to communicate technical concepts in business-friendly language.
Strong customer service mindset with attention to detail and confidentiality.

Nice To Haves

Experience in casino, gaming, or hospitality environments is strongly preferred.

Responsibilities

Plan, manage, maintain, and support enterprise network systems including wired/wireless networks, VoIP, firewalls, routers, switches, and related infrastructure.
Install, configure, monitor, and maintain servers, operating systems, network hardware, and system software to ensure stability and performance.
Monitor network traffic and security events; identify anomalies and coordinate incident response as needed.
Conduct ongoing network, system, and infrastructure audits to assess performance, capacity, security, and efficiency.
Develop and maintain network architecture designs, hardware configuration plans, and implementation strategies.
Work closely with corporate infrastructure and network teams on new deployments, upgrades, and major initiatives.
Manage daily IT operations, including service desk activity, incident response, escalation paths, and root cause analysis.
Ensure service tickets are handled efficiently and meet defined SLAs through proper prioritization and resource management.
Coordinate change management activities to ensure all system changes are reviewed, documented, approved, and implemented following established procedures.
Ensure optimal performance and uptime of gaming systems, hospitality systems, POS, PMS, back-of-house applications, and data center resources.
Lead proactive system monitoring and maintenance to prevent outages and service disruptions.
Supervise, mentor, and develop IT Network and Operations staff across multiple shifts.
Set clear expectations, schedules, priorities, performance goals, and accountability.
Provide coaching, performance feedback, and training to ensure appropriate technical expertise and service standards.
Foster a collaborative, service-oriented culture focused on reliability, professionalism, and guest satisfaction.
Enforce security standards, system integrity, confidentiality, and regulatory compliance.
Maintain disaster recovery plans, runbooks, backup strategies, and system documentation.
Ensure compliance with internal controls, corporate IT standards, and federal, state, and tribal gaming regulations.
Maintain accurate documentation for network systems, operational procedures, inventory, and asset lifecycle management, including proper disposal of equipment.
Act as a primary liaison with IT vendors, service providers, and contractors.
Manage vendor relationships, contracts, support agreements, and service expectations.
Work closely with department leadership and corporate shared services to align IT operations with business objectives.
Provide reporting and recommendations to IT leadership related to trends, capacity planning, risks, and health system.