Information Technology | Systems and Operations Manager

Fontainebleau Florida Hotel•Miami Beach, FL

23h

About The Position

The Systems and Operations Manager is responsible for the stability, performance, and security of Fontainebleau’s computer, network, and operational technology systems. The role works primarily with IT leadership and directly supervises IT Technicians supporting daily operations by troubleshooting software, hardware, and network issues. The Manager coordinates with department leaders to clarify service requests, resolve operational issues, and maintain communication through the IT ticketing system. The role also works with external vendors on complex technical problems and escalates system-related matters. It establishes expectations for service delivery, prioritization, follow-through, and accountability, and serves as the primary escalation point for advanced technical issues while providing hands-on support for incident resolution. The Manager oversees daily IT operations and service standards; leads and develops IT Technicians; maintains systems reliability and performance; supports compliance and cybersecurity initiatives; implements ITIL-aligned processes; tracks service KPIs and SLAs; leads technology deployments and upgrades; manages vendor relationships; and supports budgeting, forecasting, and lifecycle planning for IT infrastructure and operational technologies.

Requirements

Minimum 5 years of IT operations leadership experience in a complex or high-volume environment.
Advanced knowledge of IT infrastructure, networking, systems administration, and enterprise systems.
Experience with ITIL frameworks and operational best practices.
Strong diagnostic and troubleshooting skills, including the ability to resolve complex technical issues.
Strong leadership presence and ability to influence across departments and organizational levels.
Excellent communication skills and ability to manage multiple priorities effectively.

Nice To Haves

Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
Hospitality experience preferred.
Cisco, Microsoft, Network+, or related industry certifications highly preferred.

Responsibilities

Oversee daily IT operations to ensure secure, reliable, high-performing technology systems across the property.
Maintain and enforce operational procedures, service standards, and best practices aligned with corporate policies and security requirements.
Ensure timely resolution and follow-through on technology issues affecting team members and guests.
Lead, coach, and develop IT Technicians, providing expectations, prioritization guidance, and continuous feedback.
Support hiring, onboarding, training, and development of the IT team.
Promote accountability, dependability, and professional growth within the IT Operations team.
Maintain the stability and availability of servers, networks, voice systems, operational technologies, and business applications.
Monitor dashboards, logs, and alerts to identify issues proactively and prevent service disruptions.
Partner with IT leaders on compliance, vulnerability management, and cybersecurity initiatives.
Implement and maintain ITIL-aligned incident, problem, and change management processes.
Track KPIs and SLAs for Service Desk, Engineering, and Telecom functions.
Lead technology deployments, upgrades, and property-wide IT initiatives.
Manage vendor relationships and participate in solution selection and implementation.
Support budgeting, forecasting, and lifecycle planning for IT infrastructure and operational technologies.
Coordinate with department leaders and external vendors to clarify service requests and resolve operational and technical issues.
Serve as the primary escalation point for advanced technical issues and provide hands-on incident support.