Technology Service Manager

Key Responsibilities:

• Responsible for effective service management while delivering and supporting IT services aligned with the business requirements of the hotel, while ensuring Service Level Agreements (SLAs) meet corporate standards.

• Administer the overall information technology infrastructure of the company. Responsible for resolving hardware and software issues and coordinating with IT teams and product vendors to escalate unresolved matters.

• Provide first-level support for hardware and software-related issues for operational users. Attend to IT support calls, logging each call individually with detailed descriptions.

• Manage the entry, tracking, and resolution of all incoming support requests. Prioritize support calls and assign tasks to appropriate resources accordingly.

• Follow up with the property IT team and product vendors/suppliers to ensure timely resolution of technical issues.

• Collaborate with users and the support team to enforce the Service Level Management (SLM) process, ensuring SLAs, underpinning Operational Level Agreements (OLAs), and vendor contracts are met. Ensure that any adverse impact on service quality is minimized.

• Identify training and educational needs for each user group and develop continuous improvement processes.

• Identify and schedule project deliverables, milestones, and tasks. Develop and maintain technical and project documentation. Coordinate resources and personnel for various assigned projects, recording and reporting activities to management.

• Maintain a comprehensive inventory of hardware and software licenses, updating records as changes occur.

• Remain aware of the IT operational budget and ensure IT expenses are managed within budget limits. Maximize the use of available resources to reduce costs.

• Attend courses and IT seminars to stay updated on systems in use within the hotel, as well as general advancements in Information Technology.

Basic Qualifications

• At least 1 year of experience in a similar position

• Good working knowledge of the Microsoft Office Suite. Familiarity with other office automation packages is preferable.

• Practical knowledge of Microsoft desktop and network operating systems, antivirus solutions, and email/internet systems.

• Previous experience in the hospitality industry.

• Certification in Microsoft Professional Courses or other recognized IT certifications.

• Experience with network monitoring tools and remote desktop support tools.

• Demonstrated ability in the management, development, or application of information technology.

Preferable Qualifications:

• Sound understanding of technology hardware and networking platforms, including servers, workstations, portable devices, telephony systems, switches, firewalls, routers, and other hardware components.

• Working knowledge of hotel Property Management Systems, including system setup, project management, configuration, installation, and system cutovers.

• Previous experience in the casino industry.

• Excellent leadership and teamwork skills.

• Results-oriented, energetic, and self-motivated.