Manager of IT Support Services

Position SummaryThe 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 reports to the Director of IT support Services.The budgeted 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. Job Posting Deadline Applications for this position will be accepted until April 30, 2025. Essential Job FunctionsLead, mentor, and manage a team of IT support specialistsProvide technical support and manage vendors to support hotel systems including but not limited to:Workstations, laptops, and PrintersTelecommunications Systems including managed telephone carriersVarious hotel software applications including PMSProductivity Applications (e.g., Microsoft Office)In-room guest-facing technologiesActive Directory, Entra, Azure, and IntuneLight network infrastructure such as switches, APs, and basic knowledge of VLANS, etc.AV set up and managementProvide 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 neededExemplify 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 staffAssisting 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 experienceManage multiple projects at once with a focus on prioritizing enhancements to create customer and business valuePartner 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 proceduresOther duties as assigned