Information Technology Manager

General Summary of Duties:

The IT Manager will provide leadership, oversight and mentoring to the JW Marriott Nashville Information Technology Service Desk. They will supervise all activities related to Service Desk operations, services and procedures as well as manage the Service Desk Staff to support coverage across the property. They will ensure that IT problems are identified and resolved in a timely manner while providing exceptional customer service.

Examples of Duties (includes but is not limited to the following):

• Research new application technologies and alternative methods of efficiency and automation
• Lead staff in evaluating new technologies, procure hardware/software equipment that meets the needs of the property and strategically plan the implementation
• Generate system communications for property users to introduce new applications, provide user tips, alert users of system problems and inform staff of progress or status
• Understand, embrace and encourage the use of organizational programs, tools and platforms i.e. SharePoint and Microsoft system tools
• Work with the Director of IT to manage cost for optimal efficiency; identify issues and concerns, recommend solutions and respond to sensitive and confidential service requests as needed; as well as establish and document policies and standards for areas of responsibility
• Perform an assessment of needs, ensuring compliance with brand specific standards, budget and capital requirements
• Ensure the property infrastructure and application systems are functional at all times
• Monitor, track and communicate potential issues with computer and network environment
• Inspect and verify the maintenance of equipment and technology environment
• Monitor and ensure backup/recovery functions are performed on a scheduled basis
• Maintain inventory and manage IT hardware/software
• Manage vendors for property IT requirements functioning as escalation point for problem resolution
• Provide Internet support and maintenance (if applicable)
• Assist with hiring, coaching, training and development of the system technicians
• Develop team work plans and assign IT Team members to projects; establish work priorities; review staff work product and provide guidance as needed
• Perform on-site monitoring of all IT projects
• Perform additional duties and projects as assigned

Position Requirements:

• Ability to speak, read, write and understand English
• Professional demeanor appropriate for a luxury environment
• Technical expertise in service desk operations, network administration and/or a similar technological focus such as cyber security, programming, cloud computing, or similar
• Three (3) years of computer operation, technical support or network operation with customer support focus in a call center environment required
• Three (3) years of experience in a supervisory role
• Experience supporting Windows 7 and 10 workstations, Microsoft Office Suite applications and Active Directory required
• Marriott Systems knowledge preferred
• Microsoft Certified Professional (MCP) and Network+ certification preferred

Education:

• Associate or Bachelor's Degree in Information Technology or related major preferred