Information Technology Operations Manager

The IT Operations Manager’s role is to supervise and ensure the efficient operation of the company’s network, client servers, databases, and equipment. This includes managing the IT staff responsible for monitoring and diagnosing network and hardware problems. The Operations Manager will also work closely with the IT executive staff and decision makers in other departments in order to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1.         Because of the fluctuating demands of the Resort's operation, it may be necessary that each associate perform a multitude of different functions; therefore, as an essential part of your job, you will be expected to help others when the occasion arises, just as other associates are expected to help you.  Accordingly, you may be expected to perform other tasks as needed or directed.

2.         Adhere to all of the various written mandatory standards of operations, policies and procedures, manuals, memos, oral instructions, etc., all of which go to make up the essential functions of the job.

3.         Perform in a manner that demonstrates the philosophies of the "Four Keys."

Strategy & Planning

• Lead IT department operational planning and projects, and organize and negotiate the allocation of IT resources.
• Work with stakeholders to define business and systems requirements for new technology implementations.
• Ensure the efficient utilization of IT resources – including personnel and equipment – across the organization.
• Oversee all reports and documentation related to network and systems operations.
• Develop maintenance schedules for network and systems equipment.
• Conduct system feasibility studies and testing.
• Develop and implement all functional policies and procedures, including those for network architecture, standards, purchasing, and service provision.

Acquisition & Deployment

• Manage the deployment, monitoring, maintenance, development, upgrade, and support of IT systems, including networks, data centers, servers, PCs, operating systems, and associated hardware.
• Develop business case justifications and cost/benefit analyses for IT spending and initiatives.
• Approve purchase of equipment and supplies in order to meet operational requirements of the business.
• Analyze existing operations and make recommendations for the improvement and growth of the network infrastructure and IT systems.
• Conduct research and remain current with the latest technologies and solutions in support of procurement efforts.
• Develop requests for proposal.

Operational Management

• Practice asset management for IT hardware, software, and equipment.
• Manage operations staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.
• Establish and maintain regular written and in-person communications with the organization’s executives, department heads, and end users regarding pertinent IT activities.
• Oversee operations-related projects and project portfolio.
• Assist in the provisioning of end-user services, including help desk and technical support services.

SUPERVISORY RESPONSIBILITIES

Supervises two (2) IT roles – Network Engineer and Systems Support Specialist

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND EXPERIENCE

High school diploma or general education degree (GED); and 2 years experience and training in similar position in the hotel/ resort/ guest service industry. College degree preferred, but not required.

Knowledge & Experience

• Strong technical knowledge of network and PC operating systems
• Strong technical knowledge of current network hardware, protocols, and standards
• Extensive application support experience
• Extensive knowledge of programming languages
• Proven experience in IT infrastructure planning and development
• Excellent understanding of the organization’s goals and objectives
• In-depth knowledge of applicable data privacy practices and laws
• Strong understanding of human resource management principles, practices, and procedures
• Strong understanding of project management principles

LANGUAGE SKILLS

Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or associates of organization.  Must be able to speak/ train associates in user-friendly/ simple manner.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages.  Must be able to assist in formulating budget for department and manage within such approved budget guidelines.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS

Certified Novell Engineer (CNE), Certified Novell Administrator (CNA)