Area Internet Services Manager - South Florida (Miami & Ft Lauderdale)

About the Role

Reporting to the Regional Internet Services Manager with additional oversight by local Area Director or local Director of Event Technology, manage the overall IT operation, network, and related client-facing services at the area level. Maintain equipment and infrastructure, position and sell solutions, execute events, and provide outstanding internal and external customer service.

Responsibilities

• Technical Sales: Support the technical sales of Internet Services and related products (e.g., phones, computers, printers, webcasting) by applying technical knowledge and sales skills. Conduct pre-sales discovery, determine client needs, negotiate, and accurately quote solutions. Participate in onsite meetings with hotels and clients before and during events. Communicate adjustments for event specification changes and coach the sales team on effective selling.
• Network Management: Ensure network infrastructure readiness by monitoring network functionality, maintaining equipment, replacing damaged components, and creating documentation (e.g., port maps, access point layouts, network diagrams). Establish relationships with ISPs, NSPs, and hotel IT teams. Implement network configurations using self-service tools and coordinate changes with the Network Operations Center (NOC). Provide level two support for field employees and guest room support teams, document incidents, and perform root cause analysis.
• Event Support: Plan and execute event requirements with high customer service standards. Supervise team members, set up and test network equipment (e.g., access points, switches, phones, computers, printers), and ensure event specifications are understood. Create network access codes, troubleshoot client devices, and manage inventory, including forecasting demand and procuring subrental equipment. Provide post-event reporting on bandwidth and device utilization.
• Team Support: Train local team members on technical sales, network management, and event support. Offer constructive feedback and assist with general operations, including covering shifts and troubleshooting back-office IT issues. Lead and mentor technicians, collaborate with other Area Internet Services Managers, and assist with shift assignments and network installations.
• Customer Service: Exceed internal and external customer expectations through effective communication. Meet with guests onsite to ensure needs are met and monitor events throughout the day. Foster positive hotel/client relationships.
• People Management: Hire, train, and develop a team of Customer Support professionals. Prioritize and assign work based on team member strengths, implement training and career development programs, and manage performance. Cultivate a team environment focused on service levels, customer satisfaction, revenue generation, and productivity. Equip team members with necessary tools and processes and establish strong cross-departmental relationships.

Qualifications

• 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 communicate technical concepts to non-technical buyers.
• Familiarity with internet services, bandwidth, IP wired/wireless networks, computer hardware/software, and webcasting.

Preferred Skills & Certifications

• CompTIA, Cisco CCENT/CCNA/CCDA/CCNP/Wireless certifications, or equivalent.
• Cisco IOS and hardware experience.
• Experience with HP/Aruba, Ruckus, Meraki, and other wireless solutions.
• Experience with Cisco TACACS, DNA/Prime/WCS, SolarWinds, or other network monitoring tools.
• Achieve Computer Level 1 Certification (C1) within one year of role transfer.

Competencies

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

Work Environment

Work is performed in multiple hotels or convention centers with exposure to outdoor temperatures, dirt, sand, and dust. Conditions vary from moderately quiet to noisy. Team members use high-end audio-visual and networking equipment and may work at heights via lifts and ladders. Irregular hours, including evenings, weekends, holidays, and on-call status, are required. Adherence to appearance guidelines is mandatory.

Pay

Salary pay range: $74,182.00 - $96,437.00. Compensation is based on qualifications, location, travel, relevant experience, and skills. Some positions may be eligible for overtime, bonuses, or incentives.

Benefits

Encore offers comprehensive benefits options, including health and wellness programs. Click here to view benefits options for employees worldwide.

Encore is committed to fostering an inclusive culture that celebrates unique strengths and differences. Click here to learn more about our commitment to inclusivity and belonging.