Area Internet Services Manager - New York City

About the role

Reporting to the Regional Internet Services Manager with additional oversight by local Area Director or local Director of Event Technology, you will manage the overall IT operation, network, and related client-facing services at the area level. Responsibilities include maintaining equipment and infrastructure, positioning and selling solutions, executing events, and providing outstanding internal and external customer service.

Responsibilities

• Technical Sales:
  • Support technical sales of Internet Services and related products (e.g., phones, computers, printers, webcasting) under direction from the Regional Internet Services Manager.
  • Conduct proactive pre-sales discovery, determine client needs, negotiate, and accurately quote and price solutions in collaboration with the sales team.
  • Participate in onsite meetings with hotels and clients before and during events.
  • Understand event specification changes and communicate adjustments to the team.
  • Coach the sales team to sell Internet services effectively in line with established procedures.
• Network Management:
  • Ensure network infrastructure readiness by monitoring network functionality, maintaining equipment, and replacing damaged components.
  • Create documentation such as port maps, access point layouts, network diagrams, and label patch panels and wall outlets.
  • Establish and maintain positive working relationships with Internet Service Providers, Network Service Providers, and Hotel IT teams.
  • Implement network configurations and customizations using self-service tools (e.g., web portals, command line).
  • Submit and manage configurations beyond self-service scope to the Network Operations Center (NOC) and coordinate implementation.
  • Assist Senior NOC Engineers with end-user support, network integrations, and act as level two support for field employees and guest room support teams.
  • Document incidents, network changes, and perform root cause analysis.
  • Provide emergency remote and on-site support.
• Event Support:
  • Plan and execute event requirements with a focus on customer service under direction from the Regional Internet Services Manager and local Directors.
  • Supervise additional team members and organize work to meet service requirements.
  • Set up, configure, and test network and related equipment (e.g., access points, switches, phones, computers, printers, webcasting) including cabling.
  • Ensure event specifications are understood by key stakeholders.
  • Create network access codes, connection guides, and troubleshoot client-provided devices.
  • Manage inventory by forecasting demand, procuring subrental or branch equipment, and overseeing ordering, quality control, use, and safe return of equipment.
  • Meet with clients post-event to provide reports on bandwidth and device utilization.
• Team Support:
  • Deliver training to local team members on Technical Sales, Network Management, and Event Support.
  • Coach team behavior and provide constructive feedback for continuous improvement.
  • Assist in general local business operations by covering shifts, participating in initiatives, and offering expertise.
  • Troubleshoot back-office IT issues (e.g., network connectivity, computer hardware/software) and escalate to IT when necessary.
  • Lead and support shows by training and mentoring technicians.
  • Collaborate with other Area Internet Services Managers to cover NOC tickets and support events.
  • Assist the Regional Workforce Manager with assigning shifts for event support.
  • Support the Internet Services Installation team with in-market network installations and upgrades.
• People Management:
  • Hire, train, and develop a team of Customer Support professionals supporting various sales divisions.
  • Prioritize, lead, and assign work based on team member strengths and roles.
  • Oversee all aspects of team member training, career development, and performance management.
  • Implement and cultivate a team environment focused on service levels, customer satisfaction, revenue generation, and productivity.
  • Ensure team members are equipped with required tools, processes, and procedures.
  • Establish strong working relationships with team members and other departments to support team goals.
• Customer Service:
  • Exceed the expectations and needs of internal and external customers through effective communication.
  • Maintain positive relationships with all clients.
  • Meet with guests on-site to ensure their needs are met and equipment is functioning properly.
  • Monitor events and check in on customers throughout the day.
  • Understand and foster the hotel/client relationship.

Requirements

• Bachelor of Science or equivalent in Computer Science or commensurate experience.
• 5+ years of experience in the hospitality industry in a technical role.
• 3+ years of field experience in internet services support.
• 1+ years of leadership or management experience.
• Ability to understand technical concepts and communicate them to non-technical buyers.
• Familiarity with Internet services, bandwidth, IP wired and wireless networks, principles of computer hardware and software, and webcasting.

Preferred Qualifications

• Certifications: CompTIA, Cisco CCENT/CCNA/CCDA/CCNP/Wireless specialties, or equivalent network and wireless vendor certifications.
• Cisco IOS and hardware experience.
• Experience with HP/Aruba, Ruckus, Meraki, and other wireless solutions.
• Experience with Cisco TACACS, DNA/Prime/WCS, SolarWinds products, or other network monitoring tools.
• Encompass all skills at the C2 Level.
• Achieve Computer Level 1 Certification (C1) per Encore Technical Skillset Matrix within 1 year of role transfer.

Competencies

• Ownership
• Hospitality
• Professionalism
• Responsiveness
• Safety Conscious
• Action Oriented
• Tech Savvy
• Ensures Accountability

Physical Requirements

Team members must meet the following physical demands to successfully perform essential job functions. Reasonable accommodations may be made for individuals with disabilities.

• Sitting: 2-3 Hours
• Standing: 4-5 Hours
• Walking: 4-5 Hours
• Stooping: 2-3 Hours
• Crawling: 2-3 Hours
• Kneeling: 2-3 Hours
• Bending: 2-3 Hours
• Reaching (above your head): 2-3 Hours
• Climbing: 0-1 Hours
• Grasping: 4-5 Hours

Lifting Requirements

• 0 - 15 lbs: Continuously
• 16 - 50 lbs: Frequently
• 51 - 100 lbs: Occasionally
• Over 100 lbs: Occasionally

Carrying Requirements

• 0 - 15 lbs: Continuously
• 16 - 50 lbs: Frequently
• 51 - 100 lbs: Occasionally
• Over 100 lbs: Never

Auditory/Visual Requirements

• Close Vision: Continuously
• Distance Vision: Continuously
• Color Vision: Frequently
• Peripheral Vision: Occasionally
• Depth Perception: Frequently
• Hearing: Continuously

Pushing/Pulling Requirements

• 0 - 15 lbs: Continuously
• 16 - 50 lbs: Frequently
• 51 - 100 lbs: Frequently
• Over 100 lbs: Occasionally

Activities marked with an asterisk (*) indicate performance without assistance.

Work Environment

• Work is performed in multiple hotels or convention centers with moderate exposure to outdoor temperatures, dirt, sand, and/or dust.
• Working conditions vary from moderately quiet to noisy volumes.
• Exposure to high-end audio-visual equipment, networking equipment, electrical components, and heights via lifts and ladders.
• Irregular working hours and on-call status, including days, evenings, weekends, and holidays.
• Adherence to appearance guidelines as defined by Encore.

Pay

Salary Pay Range: $87,670.00 - $113,971.00. Compensation is determined based on qualifications for the specified location, with final compensation influenced by factors such as location, travel, relevant work experience, skills, and expertise. Some positions may be eligible for overtime, bonuses, or incentives.

Benefits

Encore offers comprehensive benefits options for employees and their families. Click here to view benefits options for employees worldwide. We pride ourselves on cultivating a welcoming culture where every individual is celebrated for their unique strengths and differences. Click here to view details on our commitment to inclusivity and belonging.