Information Technology Services Delivery Manager

The Summit at Snoqualmie and Alpental is the Pacific Northwest's premier multi-mountain ski resort, located 47 miles east of Seattle at Snoqualmie Pass. The property spans five base areas and 20 chairlifts across Summit West, Summit Central, Summit East, and Alpental within the Mt. Baker-Snoqualmie National Forest. A four-season operating model includes a mountain bike park and one of the most accessible ski destinations in North America.

Responsibilities

The following statements are intended as general illustrations of the work in this classification and are not all-inclusive of the specific position.

• Long Term Thinking
  • Maintain and configure local property network topology — switches, access buildings, and endpoint connectivity — and support other locally hosted property systems, documenting infrastructure using tools such as NetBox as the shared services model continues to mature.
  • Maintain accurate local documentation of physical infrastructure (cable runs, closet layouts, device inventory) and keep it aligned with the corporate CMDB/asset system.
• Excellence in Execution
  • Own local physical infrastructure delivery: cabling installation and repair (network, voice, fiber), network facility upkeep, and endpoint deployment across workstations, laptops, mobile devices, POS terminals, and phones.
  • Execute Moves/Adds/Changes (MACs) and endpoint lifecycle tasks — provisioning, imaging, replacement, and retirement — according to corporate-defined standards.
• Attitude is Everything
  • Act as the on-site escalation point and coordination hub between the resort and Boyne Corporate IT Operations for incidents, problems, and requests that exceed local scope — including server/VMware administration, Cisco network design, Avaya PBX configuration, and enterprise POS/LOB platform issues.
  • Maintain a constructive, effective working relationship with Boyne Corporate Business Solutions, escalating and coordinating business application issues, updates, and rollouts at the resort.
• Develop Great People
  • Mentor and develop the resort IT team, building field service, customer-facing, and troubleshooting skills across the group.
  • Coach team members through escalations and on-call situations, using real incidents as teaching opportunities rather than handling them alone.
  • Support hiring, onboarding, and seasonal ramp-up for resort IT roles in partnership with resort HR.
• Serve First
  • Serve as the resort's primary face-to-face support presence: walk the property, resolve issues at the point of impact, and follow through until the guest or team member is back in operation.
  • Prioritize field work based on guest and revenue impact, giving first attention to ticketing, POS, and rental systems during operating hours.

Requirements

What we are looking for:

• Required
  • Five or more years of information technology experience, or an equivalent combination of education and training, ideally including hands-on field service, cabling, or endpoint deployment work.
  • Working knowledge of Windows workstation setup, repair, and troubleshooting, and end-user Windows and Office 365 administration.
  • Demonstrated ability to lead, schedule, and prioritize the work of a small technical team, including on-call coverage.
• Preferred
  • Prior IT experience in a resort, hospitality, retail, or other multi-site operating environment.
  • Familiarity with Cisco switching, Avaya or comparable PBX platforms, VMware, and enterprise POS systems in a supported or escalation capacity.
  • Experience with infrastructure documentation tools such as NetBox and with corporate CMDB/asset systems.

Pay

The wage range for this position is from $92,000 to $115,000 annually.

Benefits

• This is a non-benefited role, but all individuals may contribute to the 401(k). An employee must work 1,000 hours in a calendar year to qualify for the discretionary match (there is a 2-year vesting cliff).
• All individuals accrue sick time at 1 hour per 40 hours worked to a maximum of 64 hours per year.
• All full-time individuals may participate in the Ally Health benefit, which provides fast and easy access to telemedicine and mental health appointments. It covers all family members with no copays or deductibles and costs $4 per week.