IT Operations Manager

IT Operations Manager

The IT Operations Manager is responsible for the smooth functioning of all IT, AV and security systems at Lakehouse Resort and St. Mark Golf, a 150-room independent resort in San Marcos with two golf courses, restaurants and extensive event venues. Because the resort does not use a third-party IT service provider or outside AV/event production company, this is a hands-on, systems- and events-heavy role: the IT Operations Manager is the on-property owner of all technology and the technical lead for every event. This role oversees a team of 1-2 IT personnel responsible for carrying out all IT and AV duties as determined by Corporate IT and in line with company standards.

THE DUTIES OF THE IT OPERATIONS MANAGER INCLUDE, BUT ARE NOT LIMITED TO, THE FOLLOWING:

· Own the day-to-day operation of all resort technology across the hotel, both golf courses, clubhouses, restaurants, and event venues; with no third-party managed service provider, the department is the first and final line of support

· Manage and troubleshoot large-scale IP networks with multiple VLANs, including core/edge switching, firewalls and internet circuits

· Manage and troubleshoot wireless infrastructure, including guest HSIA, back-of-house and outdoor coverage across the golf courses and event lawns

· Administer and support property systems including Opera Cloud PMS, Simphony POS, Jonas Club, golf tee sheet and handheld devices, phone system, IPTV and their interfaces

· Manage security systems including CCTV/video surveillance, access control and guest room locking systems in coordination with Security

· Maintain PCI DSS compliance, cybersecurity controls, endpoint protection, patching, backups and disaster recovery in line with Corporate IT standards

· Serve as the final on-property escalation point for the IT Department, resolving issues promptly with minimal downtime to guests and operations

· Regularly inspect all physical layer infrastructure such as cabling, MDF/IDF closets, switches and access points to ensure networks are performing optimally

· Manage vendor and carrier relationships directly (ISP, telecom, PMS/POS, low-voltage contractors), including service tickets, quotes and escalations

· Maintain accurate hardware/software asset inventory, licensing and network documentation

· Create documentation and standards for the department with little to no supervision; conduct property-wide technology training

· Assist department leaders with key property initiatives as necessary

· Serve as the in-house technology and AV lead for all events, including conferences, weddings, banquets, golf tournaments and outdoor activations, with no outside AV or production company

· Review BEOs and attend weekly event meetings with Sales, Catering and Golf to plan AV, network, power and connectivity requirements

· Set up, operate and strike event AV including projectors, LED walls/displays, audio/PA, microphones, lighting and livestream/hybrid meeting equipment

· Deploy temporary wired and wireless networks, POS and scoring connectivity for outdoor events and golf tournaments

· Maintain, inventory and plan replacement of the AV equipment fleet; coordinate supplemental AV rentals when needed and support AV revenue with Sales & Catering

· Provide on-site technical support during live events, resolving issues in real time

· Able to work nights, weekends and holidays based on event schedules and rotate being on-call

· Excellent leadership, people management, communication and influencing skills at a senior level

· Select, effectively manage and coach direct reports

· Motivate and effectively performance manage the department to ensure delivery of overall targets and business plan

· Strong problem-solving skills; able to work with minimal supervision

· Deliver projects on time and on budget as determined by Corporate IT and ownership

· Manage the property IT and AV operating and capital budgets with the Corporate VP of IT

· 3-5 years of experience in a hotel, resort or club IT environment, including at least 2 years in a supervisory role; event AV experience strongly preferred.

· Proven experience managing Windows Active Directory environments, specifically hybrid AD / Microsoft Entra ID environments.

· Windows Server 2019/2022, Microsoft 365, Azure/Intune and Windows 11 management skills

· Experience troubleshooting hotel PMS and POS systems and their architectures, including Opera Cloud, Simphony POS, Jonas Club, Agilysys and other key hotel and resort systems

· Strong understanding of networking protocols such as DNS, DHCP, IPv4, IPv6, TCPIP, ARP, NTP, STP

· Advanced hardware troubleshooting experience, with the ability to diagnose physical and component-level failures from peripheral devices through internal system components, including RAM, storage, power delivery, CPUs, and motherboards.

· Hyper-V management skills and understanding of HA architectures

· Hands-on experience with event AV systems (audio mixing, wireless microphones, projection/displays, DSP and control systems) and temporary event network deployments

· Working knowledge of firewalls, CCTV/access control systems and PCI DSS requirements

· IT/AV certifications such as CCNA, CompTIA or AVIXA CTS preferred but not required

· Ability to travel between the resort, golf courses and off-site locations as needed.

· Ability to follow verbal and written instructions.

· Ability to write clearly and concisely.

· Ability to follow safety practices and be safety conscious.

· Ability to work both independently and as part of the team.

PHYSICAL REQUIREMENTS:

· Able to stand, walk, and sit up to 8 hours in a single day.

· Able to lift up to 75 lbs. and move AV and network equipment using carts, dollies and golf carts.

· Able to climb ladders and work outdoors in varying weather conditions during events and golf operations.

· Occasionally required to sit, climb or balance; stoop, kneel, crouch, or crawl; talk or hear, taste, smell.

EXPECTED HOURS OF WORK:

· Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel. Work schedules will include working on holidays, weekends, and alternate shifts. Position requires working from property location.