Manager of IT Support Services - Aspen Hospitality

Aspen Skiing Company•Aspen, CO

4h•$80,000 - $110,000

About The Position

Aspen Hospitality, a division of Aspen One, develops, owns, and operates a growing portfolio of luxury and upper-scale hotels, private clubs, and branded residential properties under The Nell and Limelight brands. This includes The Little Nell, Aspen’s only Five-Star, Five-Diamond ski-in/ski-out hotel and its affiliated Residences located at the base of Aspen Mountain, as well as a new Nell property currently in development at Rockefeller Center in New York City. Aspen Hospitality’s Limelight hotels include those across Colorado in Aspen, Snowmass, Denver, and Boulder (opened August 2025); Ketchum, Idaho; Mammoth, California (opened December 2025); and Charleston, South Carolina (coming in 2028). Aspen Hospitality also owns and operates the Aspen Mountain Club, Snowmass Mountain Club, and Mammoth Lakes Mountain Club. For more information, visit www.aspenhospitality.co. Please note that all official communications from the Talent Acquisition or Human Resources team are sent from email addresses within the [email protected], aspen.com, aspensnowmass.com, aspenhospitality.co, limelighthotels.com & thelittlenell.com domains. Essential Job Functions/Key Job 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 - Productivity Applications (e.g., Microsoft Office) - In-room guest-facing technologies - Active Directory, Entra, Azure, and Intune - Light network infrastructure such as switches, APs, and basic knowledge of VLANS, etc. - 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

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, Productivity Applications (e.g., Microsoft Office), In-room guest-facing technologies, Active Directory, Entra, Azure, and Intune, Light network infrastructure such as switches, APs, and basic knowledge of VLANS, etc., 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