IT Technical Support Manager

Rosen Hotels & Resorts is looking for an IT Technical Support Manager to lead day-to-day support operations and help ensure the company’s technology systems run reliably. This onsite role in Orlando, FL supervises technical teams, manages internal and third-party applications, and supports timely solutions that meet client needs.

Overview

The IT Technical Support Manager oversees staff responsible for supporting, operating, maintaining, and repairing company information technology systems. The role coordinates technical work to satisfy client requirements, manages applications support, and contributes to the unit’s overall IT strategy, project delivery, and customer satisfaction. Responsibilities also include interpreting and implementing company IT policies and procedures.

Responsibilities

• Provide leadership, oversight, administration, and mentorship for assigned staff across business applications, field technicians, convention technicians, and help desk functions.
• Manage and allocate workload and resources, including resolving schedule and resource conflicts.
• Handle hiring, performance evaluations, mentoring, coaching, and training for team members.
• Conduct periodic inspections to confirm efficient performance of work equipment and systems.
• Prepare cost and budgetary estimates for operations, labor, and materials.
• Maintain documentation and proper records of work operations and key decisions.
• Execute the unit IT strategy with a focus on delivering solutions and services on time and on or under budget while supporting customer satisfaction.
• Plan, develop, and execute IT projects.
• Identify and resolve application-related issues and conflicts.
• Interpret and implement company information technology policies and procedures.
• Manage daily IT Operations, including field technicians, help desk, and applications support.
• Ensure availability of work tools, machines, and other necessary equipment for job duties.
• Provide off-hours support when required.
• Ensure technical operators comply with established health and safety policies and procedures.
• Represent the department on various committees and maintain relationships with key customers.
• Coordinate and facilitate stakeholder consultations to define business and systems requirements for new technology implementations.
• Identify broad application issues and opportunities, and research and implement new technologies as required.
• Uphold the company’s drug-free, tobacco-free, and nicotine-free policies in the workplace.
• Perform other duties as assigned.

Requirements

• Minimum 3+ years of progressive IT support experience, including 2+ years in a leadership role managing technical teams such as help desk, field technicians, and application support.
• Proven success in IT operations management, project planning, and executing technology initiatives.
• Knowledge of IT infrastructure, enterprise applications, and system administration.
• Experience with incident management, resource allocation, and budgeting.
• Ability to troubleshoot and resolve complex application and system issues.
• Demonstrated ability to lead, mentor, and develop technical teams.
• Skills in performance management, hiring, and staff development.
• Excellent planning, organizational, and decision-making skills.
• Strong analytical and problem-solving abilities.
• Effective communication and stakeholder management skills, including experience representing IT on committees.
• Ability to work under pressure and provide off-hours support when required.
• Commitment to health and safety compliance and adherence to IT policies.
• Ability to lift up to 25 lbs. infrequently.
• Onsite role in Orlando, FL.
• Must be able to legally work in the USA.

Benefits

• Affordable Health and Dental Insurance
• On-site Medical Center
• Competitive Compensation
• Holiday Pay
• Birthday Pay
• Paid Vacation and Personal Days
• Tuition Reimbursement and Higher Education Scholarships
• 401(k) Retirement Savings Plan
• Childcare Financial Assistance
• Hospitality and Dining Discounts
• Access to our Family Outreach Center
• Excellent Career Growth Opportunities
• And much more

Education and Certification(s)/License(s)

• Bachelor’s degree in Information Technology, Computer Science, Systems Engineering, or a related field is preferred; commensurate experience will be considered.
• A CompTIA A+ certification is required at minimum.