HTM - IT Corporate & Infrastructure Support Manager

Niseko Resort is thriving international alpine destination. Famous worldwide for its snow, food and jet set clientele it is an amazing opportunity to grow your skills and experience, and spending your days off making the most of the resort. Our purpose is to make an ongoing contribution to Niseko resort, our staff, our customers and the community. We value professionalism and honesty in everything we do and all who we work with.

The IT - Corporate and Infrastructure Support Manager is responsible for the reliable operation, support, security and continuous improvement of HTM's corporate IT environment and property infrastructure. The role leads the IT support function, manages the IT Support Officer position, and ensures staff, guests, owners and operational teams receive timely and effective IT support across HTM businesses and managed properties.

The role covers corporate systems, end-user devices, accounts, networks, wireless infrastructure, telephony, servers, monitoring, suppliers and IT documentation. It works closely with operational stakeholders, the IT Product and Delivery Manager, Development and System Specialist teams, and external vendors to support business continuity and seasonal readiness.

Job Description

Corporate IT Operations & Help Desk

• Technical Support: Provide robust technical and corporate engineering support across mixed macOS and Windows environments using MDM platforms (Jamf, Mosyle, or equivalent).
• Peripherals Management: Oversee support for office peripheral hardware, printers, and related consumables.
• Optimization: Proactively identify and implement automation, practical improvements, and standardization to boost help desk efficiency and support quality.

Infrastructure, Networks & Systems

• Network & Server Reliability: Manage and improve the reliability of servers, virtualization, firewalls, VPNs, routers, access points, switches, and monitoring tools across all HTM offices and operational sites.
• Property Telephony & Wi-Fi: Oversee the configuration, maintenance, and troubleshooting of guest/owner property networks and telephony, handling high-level escalations when necessary.
• Availability & Response: Maintain strict monitoring, alerting, backup schedules, and incident response practices for critical infrastructure.
• Infrastructure Deployment: Plan, execute, and monitor network deployments, specializing in enterprise Wi-Fi systems, RF performance, channel planning, and interference management.
• Web Services & Physical IT: Support internal web services, system integrations, and physical IT infrastructure, including property security cameras, cabling, and network equipment.

Supplier, Procurement & Asset Management

• Vendor Relations: Manage relationships with telecommunication providers, software vendors, and third-party IT help desks to coordinate supply and swift service restoration.
• Procurement: Source, evaluate, and procure IT equipment, licenses, and software in alignment with corporate needs and budgetary approval processes.
• Lifecycle Management: Maintain precise hardware and infrastructure asset records, managing lifecycle replacements and assisting with budget planning for infrastructure renewals.

Security, Documentation & Continuous Improvement

• IT Security: Maintain strict information security practices for endpoints, accounts, networks, remote access, and data boundaries.
• Documentation: Ensure user guides, network diagrams, SOPs, and troubleshooting notes are accurate and up to date.
• Team Training: Train operational staff to perform basic troubleshooting of internet and telephone issues to streamline first-line support.

Leadership & Team Management

• People Management: Lead, coach, roster, and performance-manage the IT Support Officer.
• Service Standards: Set clear help desk priorities, escalation paths, and service standards.

Knowledge and Skill Requirements

• Strong operational IT experience across corporate support, networks, infrastructure administration, and end-user services.
• Demonstrated ability to lead direct reports, manage schedules, and maintain high service standards in a busy operational environment.
• Deep expertise administering network infrastructure (routers, switches, firewalls, VPNs) and managing TCP/IP, Wi-Fi performance, and RF troubleshooting.
• Experience with server infrastructure, virtualization platforms, corporate MDM administration, and endpoint configuration.
• Hands-on familiarity with physical IT infrastructure, including network cabling and property security camera systems.
• Strong problem-solving abilities with excellent customer service skills to communicate technical concepts to non-technical users.
• A valid Japanese driver's license.

Language requirements:

• As a first language, either fluent English OR fluent Japanese is essential.
• As a second language either Japanese OR English is very desirable.

Employment Package Details

Employment Status: Ongoing contract with visa sponsorship available

Contract Value: ¥6,900,000 to ¥8,200,000
(The above remuneration will be divided by 14 and paid monthly with two annual bonuses.)

Location: Niseko, Hokkaido, Japan

Working Hours: average 40 hours per week (shift times vary by season)

Benefits

• Time-in-lieu system with paid overtime
• Health, social, and employment insurance
• Visa sponsorship
• Staff accommodation available
• Grand Hirafu season pass available at a discounted rate
• Free ski or snowboard lessons (availability dependent)
• Discounts on HTM services and businesses
• Access to language and work relevant training subsidy
• Season tickets (subject to availability) to ESCON Field for Baseball games
• Organised staff trips to Okinawa, Fukuoka, and other places including with your family members