IT Manager

Black Desert Resort, located in the stunning landscape of Southern Utah, offers a luxury experience amidst breathtaking red rock scenery. The resort features a championship 19-hole golf course designed by Tom Weiskopf, world-class accommodations, elevated dining experiences, wellness and recreation offerings, meeting and event spaces, and a range of premium amenities. Our commitment to exceptional service and guest satisfaction defines our brand and inspires a culture of hospitality excellence.

Technology is integral to nearly every aspect of the resort experience, from reservations and guest rooms to restaurants, payment processing, communications, security, and back-of-house operations. The IT Manager plays a critical role in ensuring these systems remain reliable, secure, connected, and responsive to the needs of guests and resort operations.

Job Specifications:

Onsite: Black Desert ResortShift & Schedule Availability: Year-Round / Full-TimePay Range: $85,000 - $105,000/year. This is the pay range we reasonably expect to pay for this position. Individual compensation decisions are based on a variety of factors.

Why Join Us: 

• Comprehensive Benefits: Health insurance, retirement plans, employee dining room, paid time off, hotel benefits, local discounts, and resort-exclusive perks.
• Technology Impact: Manage technology that directly supports resort operations, employees, revenue generation, and the luxury guest experience.
• Professional Growth: Work closely with the Director of IT while gaining broad exposure to hospitality technology, infrastructure, cybersecurity, system integrations, property development, and enterprise technology initiatives.

Key Responsibilities including but not limited to:

• →Manage the day-to-day operation, availability, security, reliability, and performance of critical business and guest-facing technology systems throughout Black Desert Resort.
• →Support the Director of IT in executing technology strategies, standards, infrastructure plans, cybersecurity initiatives, system improvements, and technology projects.
• →Provide timely technical support, troubleshooting, and incident resolution for employees, guests, resort leadership, and operational departments.
• →Administer and support Agilysys Versa PMS and integrations with reservations, payments, point-of-sale, housekeeping, accounting, electronic door locks, guest services, and other resort systems.
• →Troubleshoot system interfaces and integrations, working with the Director of IT, internal partners, and vendors to identify root causes and restore functionality.
• →Manage and troubleshoot guest and employee Wi-Fi throughout guest rooms, residences, public spaces, restaurants, meeting areas, offices, outdoor areas, and back-of-house locations.
• →Monitor and maintain network infrastructure, including internet connectivity, wireless access points, switches, firewalls, servers, network equipment, backups, and system integrations.
• →Support in-room technology, including televisions, IPTV and casting systems, telephones, electronic locks, mobile keys, digital room controls, connectivity, and other connected guest devices.
• →Respond to guest room technology issues promptly and professionally, recognizing that technology performance directly impacts the luxury guest experience.
• →Serve as a primary onsite escalation resource for technology outages and incidents affecting guests, employees, revenue, payment processing, security, communications, or business continuity.
• →Promptly escalate significant outages, cybersecurity concerns, system failures, vendor issues, or other material technology risks to the Director of IT.
• →Assist with assessing technology incidents, establishing priorities based on operational impact, coordinating appropriate resources, and communicating status and recovery expectations to affected leaders.
• →Support the Director of IT in developing, maintaining, and testing technology incident response, backup, disaster recovery, and business continuity procedures.
• →Coordinate vendor support cases, escalations, onsite service visits, system maintenance, repairs, upgrades, installations, and technology projects through completion.
• →Support the management of technology vendors and service providers, including contracts, software licenses, warranties, subscriptions, renewals, service agreements, and service-level performance.
• →Track unresolved vendor issues and coordinate with the Director of IT when escalation or additional vendor accountability is required.
• →Assist with low-voltage technology infrastructure, including structured cabling, network drops, patch panels, equipment racks, wireless access points, telephones, audiovisual equipment, access control, cameras, and digital signage.
• →Trace, identify, label, test, document, and troubleshoot low-voltage cabling and network connections using appropriate tools and established procedures.
• →Maintain organized telecommunications rooms, equipment racks, patch panels, cabling, and related technology infrastructure.
• →Coordinate specialized, licensed, life-safety, electrical, and code-regulated work with the Director of IT and qualified contractors rather than performing work outside the position’s authorized scope.
• →Support audiovisual and technology requirements for resort meetings, conferences, special events, executive meetings, and other operational needs.
• →Maintain secure user accounts, system permissions, role-based access, onboarding, job changes, offboarding, and periodic user-access reviews in accordance with established IT standards.
• →Partner with People Services and department leaders to ensure technology access is appropriately established, modified, and terminated as employment or job responsibilities change.
• →Implement and maintain cybersecurity controls established by the Director of IT, including multifactor authentication, endpoint protection, security updates, patching, backups, access controls, password requirements, and incident-response procedures.
• →Monitor for potential cybersecurity threats, suspicious activity, unauthorized access, malware, phishing, and other security risks and promptly escalate concerns in accordance with established procedures.
• →Protect guest, employee, payment, financial, proprietary, and confidential company information and support applicable PCI, privacy, cybersecurity, and information-security requirements.
• →Support payment-processing technology and coordinate troubleshooting of technology issues that could affect point-of-sale transactions or other revenue-generating systems.
• →Maintain accurate technology inventories, including computers, mobile devices, network equipment, telecommunications equipment, licenses, peripherals, and other technology assets.
• →Maintain current system documentation, network diagrams, cabling records, configuration information, vendor contacts, support information, warranties, credentials management processes, and recovery procedures.
• →Support documentation standards that reduce reliance on undocumented institutional knowledge and improve continuity of operations.
• →Assist the Director of IT with technology budgeting, capital planning, equipment replacement schedules, procurement, and recommendations for future technology investments.
• →Identify operational technology needs and provide recommendations to the Director of IT based on guest impact, reliability, cybersecurity, scalability, operational requirements, and cost.
• →Participate in technology implementations, system upgrades, property enhancements, construction projects, renovations, openings, and other resort initiatives requiring technology infrastructure or system integration.
• →Coordinate technology readiness for new guest rooms, restaurants, outlets, offices, meeting spaces, and other resort facilities as they become operational.
• →Test systems following installations, changes, upgrades, or repairs to confirm functionality before releasing them for operational use.
• →Develop and maintain standard operating procedures for common IT processes, incident response, user access, system recovery, equipment management, and other technology functions under the direction of the Director of IT.
• →Provide training and practical guidance to employees and managers regarding resort technology, cybersecurity awareness, system use, and appropriate escalation procedures.
• →Communicate technology outages, risks, incidents, project status, vendor issues, and technical recommendations clearly to the Director of IT, resort management, and affected departments.
• →Translate technical issues into practical operational information so resort leaders understand business impact, available options, risks, and anticipated next steps.
• →Work collaboratively with Front Office, Housekeeping, Engineering, Security, Finance, People Services, Food & Beverage, Sales, Reservations, Marketing, Golf, and other operational departments.
• →Maintain professional and responsive communication with guests when direct guest interaction is required to resolve technology issues.
• →Participate in after-hours, weekend, holiday, and on-call support when critical operational needs require it.
• →Perform other technology-related duties and projects as assigned by the Director of IT based on resort and business needs.

Preferred Qualifications and Skills:

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or a related field preferred. Equivalent combination of education, certifications, and relevant professional experience may be considered.
• Minimum of 4 to 6 years of progressive information technology experience, preferably within hotels, resorts, hospitality, gaming, healthcare, or another complex 24-hour operational environment.
• Previous experience serving as an onsite technology resource for a hotel, resort, or multi-department operation strongly preferred.
• Experience with Agilysys Versa PMS or other enterprise hospitality property management systems strongly preferred.
• Knowledge of hospitality technology integrations involving PMS, POS, payment processing, reservations, electronic locks, housekeeping, accounting, guest Wi-Fi, and related systems.
• Strong knowledge of wired and wireless networking, TCP/IP, VLANs, switches, firewalls, wireless access points, internet connectivity, and network troubleshooting.
• Experience supporting Microsoft environments, user accounts, endpoint devices, printers, mobile devices, and common business applications.
• Working knowledge of cybersecurity principles, including multifactor authentication, endpoint protection, access controls, patch management, backups, phishing prevention, and incident response.
• Understanding of PCI requirements and appropriate handling of payment and confidential information preferred.
• Experience supporting televisions, IPTV, casting, VoIP telephones, electronic locks, mobile keys, audiovisual systems, digital signage, or other hospitality guest-room technology preferred.
• Working knowledge of structured cabling and low-voltage technology infrastructure, including the ability to trace, label, test, and troubleshoot network connections.
• Experience coordinating technology vendors, contractors, service providers, installations, repairs, and system implementations.
• Strong project management and organizational skills with the ability to manage multiple technical issues and projects simultaneously.
• Strong troubleshooting and analytical skills with the ability to identify root causes rather than relying solely on temporary solutions.
• Ability to prioritize incidents based on guest impact, operational disruption, revenue risk, security implications, and business continuity.
• Excellent verbal and written communication skills with the ability to explain technical information to nontechnical audiences.
• Strong service orientation and understanding that IT support in a luxury hospitality environment directly contributes to the guest and employee experience.
• Ability to remain composed, organized, and solution-focused during technology outages and other high-pressure situations.
• Ability to maintain confidentiality and exercise sound judgment when handling system credentials, security information, guest data, employee information, and business records.
• Ability to work independently while recognizing when issues require escalation, approval, or strategic direction from the Director of IT.
• Relevant industry certifications such as CompTIA, Microsoft, Cisco, ITIL, cybersecurity, or equivalent certifications are preferred but not required.

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