Manager of IT Support Services - Aspen Hospitality

Position Summary

The 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 enduser technology guestfacing systems and overall IT service delivery with the goal of upholding Aspen Hospitalitys service standards. The position supports the Little Nell in Aspen a Forbes FiveStar 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 $80000 to $110000. 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 Functions

• Lead mentor and manage a team of IT support specialists
• Provide technical support and manage vendors to support hotel systems including but not limited to:
  • Workstations laptops and Printers
  • Telecommunications Systems including managed telephone carriers
  • Various hotel software applications including PMS
  • Productivity Applications (e.g. Microsoft Office)
  • Inroom guestfacing technologies
  • Active Directory Entra Azure and Intune
  • Light network infrastructure such as switches APs and basic knowledge of VLANS etc.
  • AV set up and management
• Provide tier 1 support for all hospitalityrelated technology systems and act as the primary point of contact for initial troubleshooting and escalate complex issues as needed
• Exemplify high standards of guest and employee service instill a guest service mindset in the IT Support Team and build collaborative servicebased relationships with hotel General Managers and service staff
• Assisting with management of A/V vendors and support services and providing guest service for inhouse groups etc.
• Help implement industry standard support processes and tools including incident management tracking and reporting standard operating procedures best practices and servicelevel training.
• Manage the support and maintenance of guestfacing technology systems such as property management systems WIFI and inroom entertainment to ensure these systems are functioning optimally to enhance the guest experience
• Manage multiple projects at once with a focus on prioritizing enhancements to create customer and business value
• Partner 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 procedures
• Other duties as assigned

Qualifications :

Education and Experience Requirements

• Bachelors degree in Information Technology Computer Science or a related field relevant certifications (e.g. CompTIA A ITIL) are a plus or equivalent experience in the field
• Minimum of 3 years of experience in IT support preferred in a hospitality environment
• IT support experience in a Forbes FiveStar property preferred

Knowledge Skills & Abilities

• Proven experience in managing employee enduser support guestfacing technology and IT service delivery in a hospitality environment
• Strong technical knowledge of hotel hardware software applications inroom technologies and personal computers
• Required technical skills include:
  • Workstations laptops and Printers
  • Telecommunications Systems including managed telephone carriers
  • Various hotel software applications including Infor PMS
  • Productivity Applications (e.g. Microsoft Office)
  • Inroom guestfacing technologies
  • Active Directory Entra Azure and Intune
  • Light network infrastructure such as switches APs and basic knowledge of VLANS etc.
  • AV set up and management
• Excellent problemsolving skills and the ability to troubleshoot and resolve technical issues efficiently
• Exceptional leadership and team management skills with a focus on fostering a collaborative and productive work environment
• Strong communication and interpersonal skills with the ability to interact effectively with both technical and nontechnical stakeholders
• Ability to work on call including work nights holidays and weekends as needed
• Ability to learn from the business and past technology decisions track success and iterate to improve the technology offerings of Aspen Hospitality
• Ability to effectively manage projects by using standard project management techniques including planning communication and budget tracking
• Ability to foster a collaborative environment and model communication best practices
• Ability to resolve conflicts through effective mediation with a guest service outcome in mind
• Ability to comply with support enforce and evolve all policies and procedures of Aspen One

Additional Information :

Work Environment and Physical Demands

• Ability to reach crouch kneel stand walk or be on your feet for extended periods of time
• Regularly work in wet hot and humid conditions for extended periods of time and may be required to walk on slippery and uneven surfaces
• Must be able to lift push or pull up to 50 lbs. individually or with assistance

Job Benefits 
This position is categorized as a regular fulltime position eligible for the following benefits:
Enrollment dates differ across the various programs.  

• Health Dental and Vision Insurance Programs
• Flexible Spending Account Programs
• Life Insurance Programs
• Paid Time Off Programs
• Paid Leave Programs
• 401(k) Savings Plan
• Employee Ski Pass and Dependent Ski Passes 
• Other company perks

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. By accepting a position with Aspen One Aspen Snowmass Aspen Ventures or Aspen Hospitality you acknowledge that you are able to perform the essential functions of the job with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. To request accommodation during the application and interviewing process please contact Human Resources at.         

This job description is designed to indicate the general nature and level of work. It is not designed to contain or be interpreted as a comprehensive list of all duties responsibilities and qualifications required of employees assigned to this job. Duties and responsibilities may change at any time with or without notice.

Aspen One is an equal opportunity employer (Minority/Female/Disabled/Veteran). At Aspen One inclusion equity and diversity are fundamental to fulfilling our vision of building a better workplace and better world. From our hiring practices through the entire employee experience we embrace and celebrate the unique experiences perspectives and cultural backgrounds that each employee brings to the workplace. We encourage diverse points of view which allows us to develop innovative solutions to the everevolving world of work. Aspen One strives to foster an environment where our employees feel respected valued and empowered and our team members are at the forefront of helping us promote and sustain an inclusive workplace that works for all.

For an overview of Aspen One Companys benefits and other compensation visit www.aspensnowmass/employment/benefitsandperks

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