IT Manager

SUMMARY:

The IT Manager is responsible for the continuous, reliable, and secure operation of all technology systems within a 24/7 luxury hospitality environment. This role demands a highly responsive, service-driven professional who manages daily IT operations, supports staff and guests, and resolves time-sensitive issues with urgency and professionalism. Must possess the ability to research, evaluate, recommend, and implement best practices. Demonstrate enthusiasm and commitment toward the job and the mission of the company.

Will interact professionally with staff at all levels of the organization and hotel guests. Possess a high level of interpersonal skills to handle sensitive and confidential information and situations.

The ideal candidate demonstrates strong ownership, operational discipline, and a proactive approach to system monitoring, incident prevention, and continuous improvement in a mission-critical setting.

ESSENTIAL DUTIES AND RESPONSIBILITIES (Other duties may be assigned)
Ensure uptime and performance of all critical hotel systems, including PMS, POS, PBX, network infrastructure, guest-facing technologies and back-of-house operational systems

Monitor system health, network performance, and security alerts proactively

Respond immediately to outages or service interruptions, minimizing downtime

Provide on-call escalation support for incidents impacting operations or guest experience

Communicate proactively with department heads and leadership during incidents, providing clear status updates, estimated restoration times (ETA), and post-incident summaries

Maintain and enforce Service Level Agreements (SLAs) by system criticality:
Critical systems (PMS, POS, PBX, network);
High priority systems (email, printing, telephony).Serve as the primary point of contact between IT and all hotel departments during system disruptions, ensuring transparent and timely communication throughout the resolution process

Escalate unresolved incidents to senior leadership and/or third-party vendors with full documentation, including timeline, impact assessment, and recovery steps taken

Conduct post-incident reviews (PIR) to document root cause, corrective actions, and preventive measures, sharing findings with relevant stakeholders and leadership

Maintain a structured incident log and communication trail for all critical events, supporting accountability and continuous improvement across the organization

Daily IT Operations & Support Deliver hands-on support for end-user systems including computers, mobile devices, printers, POS terminals, and telephony

Support all hotel departments (Front Desk, F&B, Housekeeping, Events, IRD, etc.)Perform daily system checks, backup validation, and operational readiness reviews

Install, configure, maintain, and replace IT equipment (servers, computers, phones, and peripherals)
Troubleshoot hardware, software, and network issues; perform repairs and Moves/Adds/Changes (MACs)
Coordinate with Finance/Accounting for purchase order approvals and invoice reconciliation

Manage vendor relationships to optimize pricing, functionality, and issue resolution

Maintain IT asset inventory, warranty records, and hardware refresh planning

Perform daily server health checks and uptime verification across all critical systems, ensuring continuous availability and prompt identification of any degradation or failure

Review Windows Event Logs daily for errors and warnings across servers, domain controllers, and critical applications, escalating any anomalies that may impact operations

Full management over CCTV surveillance systems, in-room entertainment (IPTV), landing page and captive portal support, digital signage system, door lock systems and guest Wi-Fi.Information Security & Cybersecurity Ensure all endpoints maintain up-to-date antivirus and anti-malware protection managed via Microsoft Defender and MS Security Portal Administer and monitor Barracuda Email Security Gateway, including spam filtering rules, quarantine management, email threat analysis, and policy enforcement

Review Barracuda message logs regularly to identify phishing attempts, spoofing, and malicious attachments before they reach end users

Manage and align email security policies across Barracuda and Microsoft Exchange/Exchange Online Monitor and maintain security across Microsoft 365 services (Exchange Online, SharePoint, One Drive, Teams) using Microsoft Defender portal and Microsoft Purview Conduct routine reviews of Azure Active Directory / Entra
-in logs, conditional access policies, and MFA enforcement to detect unauthorized access attempts

Manage Microsoft Secure Score, tracking improvements and implementing recommended security configurations across the tenant

Perform periodic audits of user accounts, permissions, and privileged access to enforce least-privilege principles across Active Directory and Microsoft 365

Monitor firewall rules, VPN access logs, and intrusion detection systems on a regular basis

Maintain and validate backup and disaster…