Director of Technology

The Revel Group — the management company behind Anakeesta, Wildside, and several other premier destinations — is seeking an experienced and strategic Director of Technology to lead all technology operations and digital initiatives across its portfolio. This role is primarily focused on Anakeesta, our award-winning mountaintop adventure park in Gatlinburg, Tennessee, which will represent the majority of the day-to-day scope. The Director of Technology will span IT infrastructure, operational systems, full stack web and POS development, and data strategy — ensuring both the reliability of park operations and the continued digital evolution of The Revel Group's brands.

The ideal candidate brings technical depth across infrastructure and software development, thrives in a fast-paced hospitality environment, and is passionate about using technology to elevate the guest experience.

• Serve as the primary technical owner of all operational systems, ensuring maximum uptime and performance during park operating hours.
• Administer and support Gateway Ticketing systems, including configuration, updates, troubleshooting, and vendor coordination.
• Manage Agilysys platforms (Eatec and Info Genesis) for food & beverage operations, including POS terminals, inventory integrations, and reporting.
• Oversee installation, maintenance, and troubleshooting of all POS hardware and software across park locations.
• Coordinate with department heads to understand technology needs and ensure systems align with operational workflows.

• Administer and maintain the Ubiquiti Uni Fi network infrastructure, including access points, switches, and security gateways across the park.
• Monitor network performance, resolve connectivity issues, and proactively plan for capacity and coverage improvements.
• Manage on-premises server infrastructure, including hardware maintenance, virtualization, backups, and disaster recovery planning.
• Oversee structured cabling, fiber, and wireless systems to support park operations and guest Wi‑Fi.
• Plan and execute infrastructure upgrades in coordination with park expansion and seasonal demands.

• Develop, implement, and maintain a comprehensive cybersecurity program in line with industry best practices and PCI‑DSS compliance requirements.
• Conduct regular security assessments, vulnerability scans, and penetration testing coordination.
• Manage endpoint security, firewall policies, access controls, and incident response procedures.
• Train staff on cybersecurity awareness and ensure adherence to security policies.
• Monitor for threats and respond promptly to security incidents, maintaining detailed documentation.

• Administer the Freshworks IT service management platform (Fresh service/Freshdesk), including ticket workflows, SLAs, asset management, and reporting.
• Lead and mentor the IT support team, ensuring timely resolution of incidents and service requests.
• Build and maintain an IT knowledge base to empower self-service and reduce repeat tickets.
• Establish and track KPIs for IT support performance and continually improve service delivery.

• Lead and manage full stack web development efforts for Anakeesta's public-facing website and online webstore, ensuring a seamless, high‑performing guest experience.
• Oversee the development, maintenance, and continuous improvement of e‑commerce functionality including online ticket sales, merchandise, and gift cards.
• Manage integrations between the webstore and back‑end systems, including Gateway Ticketing and payment processors, ensuring data accuracy and transaction security.
• Direct front‑end and back‑end development work, whether performed in-house or through third‑party developers/agencies, maintaining code quality and deployment standards.
• Drive POS enhancements across Gateway Ticketing and Agilysys platforms — scoping, testing, and deploying configuration changes, custom reporting, and workflow improvements in partnership with operations teams.
• Identify opportunities to extend or integrate POS capabilities to improve guest…