IT Manager

About the role

The IT Manager oversees all property-level technology operations to ensure reliable, secure, and efficient performance of Hyatt systems. This role supports hotel colleagues and leadership by maintaining critical infrastructure, coordinating with global IT teams, ensuring compliance with brand standards, and delivering exceptional technical service to enhance the colleague and guest experience.

Responsibilities

• Install, configure, and maintain phones, computers, printers, servers, network infrastructure, guest wireless system, and other IT equipment.
• Manage user accounts, workstations, and Point of Sale terminals, including creating, configuring, and disabling user accounts.
• Provide day-to-day and ongoing support and problem resolution.
• Work as a member of the IT team to accomplish goals and objectives.
• Complete special projects to improve systems.
• Perform preventative maintenance and minor equipment repairs.
• Maintain accurate documentation of incidents, resolutions, and system configurations.
• Ensure the property's network, servers, switches, wireless access points, and physical security systems operate within Hyatt standards.
• Oversee equipment lifecycle management, including procurement, installation, upgrades, patching, and disposal.
• Monitor system performance and proactively address risks or vulnerabilities.
• Ensure adherence to Hyatt cybersecurity policies, PCI compliance, data protection protocols, and global security standards.
• Perform system audits, access reviews (UARs), and regular maintenance tasks.
• Partner with Global Service Desk, Global Cybersecurity, and Corporate IT teams on escalations, alerts, or incidents.
• Manage property technology projects such as network upgrades, system migrations, and platform conversions.
• Cook up with third-party vendors, integrators, and service providers to ensure timely and effective delivery of services.
• Track budgets, proposals, contracts, warranties, and project timelines in partnership with the Director of Finance.
• Train colleagues and managers on proper use of Hyatt systems and best practices.

Requirements

• A High School (HS) Diploma.
• A minimum of three (3) years of professional work experience.
• A minimum of two (2) years of experience in the Hospitality industry or related IT Field.
• A minimum of two (2) years of Information Technology experience or experience in the Telecom Field.

Qualifications

• An Associate's Degree in the Information Technology field is advantageous.
• A minimum of five (5) years of experience in Hospitality, Operations, and IT Support roles.
• A minimum of two (2) years of supervisory experience is advantageous.
• In-depth knowledge of Microsoft Operating systems.
• A Microsoft or Cisco certification is advantageous.
• Experience administering networks in a Windows Server/Workstation environment, preferably in an environment with more than 50 nodes and 2 or more domains.
• Knowledge of network infrastructure, including CAT5/6 cabling, wireless networks, network switches, WAN/LAN, domain controller, Active Directory, firewall and VPN applications.
• Experience with Hospitality related applications and systems (PMS, POS, Keycard, PBX, Voicemail).
• Ability to troubleshoot hardware and software problems.
• Great communication and problem-solving skills.
• Understanding of ServiceNow or similar ticketing system.
• Knowledge of PCI/PRA process.
• Experience of understanding Microsoft Intune and SCCM.