Manager of IT Support Services - Aspen Hospitality

Aspen Skiing Company, L.L.C.•Aspen, CO

32d•$80,000 - $110,000

About The Position

The Manager of IT Support Services, Aspen Hospitality (AH), oversees a geographically localized team of IT professionals dedicated to supporting the technology needs of our Aspen and Snowmass hotel General Managers and employees. This is a technical and service role focused on enabling AH team members to provide guest service and commiserate with our brand standards. The position is responsible for ensuring the efficient support and troubleshooting of end-user technology, guest-facing systems, and overall IT service delivery with the goal of upholding Aspen Hospitality's service standards. The position supports the Little Nell in Aspen, a Forbes Five-Star property, Limelight Aspen, Limelight Snowmass, and The Residences at the Little Nell. This position will also support our new properties as they come online. Some travel may be required for this role This position reports to the Area Director of Hospitality IT Support Services. The salary range for this position is $80,000 to $110,000. Actual pay will be dependent on budget and experience; all our salaried roles are eligible for bonus.

Requirements

Bachelor's degree in Information Technology, Computer Science, or a related field, relevant certifications (e.g., CompTIA A+, ITIL) are a plus, or equivalent experience in the field
Minimum of 3 years of experience in IT support, preferred in a hospitality environment
Proven experience in managing employee end-user support, guest-facing technology, and IT service delivery in a hospitality environment
Strong technical knowledge of hotel hardware, software applications, in-room technologies, and personal computers
Excellent problem-solving skills and the ability to troubleshoot and resolve technical issues efficiently
Exceptional leadership and team management skills, with a focus on fostering a collaborative and productive work environment
Strong communication and interpersonal skills, with the ability to interact effectively with both technical and non-technical stakeholders
Ability to work on call including work nights, holidays and weekends as needed
Ability to learn from the business and past technology decisions, track success, and iterate to improve the technology offerings of Aspen Hospitality
Ability to effectively manage projects by using standard project management techniques including planning, communication, and budget tracking
Ability to foster a collaborative environment and model communication best practices
Ability to resolve conflicts through effective mediation with a guest service outcome in mind
Ability to comply with, support, enforce, and evolve all policies and procedures of Aspen One

Nice To Haves

IT support experience in Luxury Hospitality preferred

Responsibilities

Lead, mentor, and manage a team of IT support specialists
Provide technical support and manage vendors to support hotel systems including but not limited to: Workstations, laptops, and Printers Telecommunications Systems including managed telephone carriers Various hotel software applications including PMS/POS Productivity Applications (e.g., Microsoft Office) In-room guest-facing technologies Active Directory, Entra, Azure, and Intune Light network infrastructure such as switches, access points, and basic knowledge of VLANS, etc Audio Visual (AV) set up and management
Provide tier 1 support for all hospitality-related technology systems and act as the primary point of contact for initial troubleshooting and escalate complex issues as needed
Exemplify high standards of guest and employee service, instill a guest service mindset in the IT Support Team, and build collaborative service-based relationships with hotel General Managers and service staff
Assisting with management of A/V vendors and support services, and providing guest service for in-house groups, etc
Help implement industry standard support processes and tools, including incident management tracking and reporting, standard operating procedures, best practices, and service-level training
Manage the support and maintenance of guest-facing technology systems such as property management systems, WI-FI, and in-room entertainment to ensure these systems are functioning optimally to enhance the guest experience
Manage multiple projects at once with a focus on prioritizing enhancements to create customer and business value
Partner with Aspen One (parent) IT and Business teams to ensure support service levels are maintained
Effectively manage IT vendors, including communication, performance, issue resolution, and contracts
Maintain comprehensive documentation for IT systems, processes, and procedures.
Other duties as assigned