IT Technical Support Manager (Onsite)

Rosen Hotels & Resorts is seeking an experienced IT Technical Support Manager to lead technical and application support across a fast-paced, 24x7 hospitality environment. This onsite role in Orlando, FL provides leadership and oversight for help desk operations, field technology support, convention technology, and enterprise business applications that keep hotel teams moving.

What you’ll do

• Lead, mentor, and develop technical support and application support associates.
• Manage day-to-day operations, including workload, scheduling, priorities, and escalations for assigned IT support functions.
• Oversee support for hospitality and enterprise applications, including PMS, Sales and Catering, and POS and retail systems.
• Act as a management escalation point for complex technical and application issues impacting hotel operations.
• Partner with hotel operations and Application Specialists to understand business requirements and improve how technology is used.
• Oversee application configuration, testing, upgrades, user access, documentation, and change management.
• Coordinate troubleshooting of application interfaces and integrations with internal technical teams and vendors.
• Define, track, and report service levels and performance metrics (response and resolution times, ticket trends, and application availability) to IT leadership.
• Ensure incidents and work orders are prioritized, documented, escalated, and resolved appropriately.
• Maintain strong relationships with hotel leaders, business stakeholders, vendors, and technology partners.
• Lead and participate in IT projects, system implementations, application upgrades, and other technology initiatives.
• Identify opportunities to improve business processes, system reliability, guest service, and operational efficiency through technology.
• Maintain downtime procedures, business continuity, and disaster recovery plans for mission-critical hospitality applications, including response and communication during major outages.
• Support technical documentation, procedures, training materials, and cross-training programs.
• Assist with budgeting, resource planning, vendor management, and technology strategy.
• Provide or coordinate off-hours escalation support when required.
• Uphold the company’s drug-free, tobacco-free, and nicotine-free workplace policies.
• Perform other duties as assigned.

What you’ll need

• 3+ years of progressive experience in IT support, application support, hospitality technology, or a related field.
• 2+ years of leadership or supervisory experience managing technical or application support teams.
• Hospitality, hotel, or resort technology experience is strongly preferred.
• Working knowledge of hotel PMS and/or Sales and Catering systems is strongly preferred, including experience with Infor HMS and Infor SCS/Sales & Event Management.
• Experience supporting comparable hospitality applications such as Oracle OPERA, Agilysys LMS/Visual One, Delphi, or similar platforms will be considered.
• Experience supporting Point of Sale (POS) and retail systems, including configuration, menu and pricing updates, peripherals, payment integrations, and troubleshooting, is strongly preferred.
• Understanding of hotel operations (reservations, front office, guest accounting, housekeeping, group sales, catering, and events) is a plus.
• Experience supporting enterprise applications, including configuration, permissions, upgrades, testing, troubleshooting, and vendor escalation.
• Working knowledge of system interfaces and integrations between hospitality applications, including troubleshooting data flows with vendors.
• Strong leadership, coaching, analytical, troubleshooting, and decision-making skills.
• Experience with IT service management tools and processes, including incident, problems, and change management.
• Demonstrated project management and vendor management experience.
• Excellent written and verbal communication skills working effectively with technical teams, hotel operations, vendors, and senior leadership.
• Ability to prioritize multiple initiatives and operate effectively in a 24x7 hospitality environment.
• Must be available for occasional off-hours escalation and support.
• Ability to lift up to 25 lbs infrequently.
• Onsite position in Orlando, FL.
• Must be able to legally work in the USA.

Technologies

• Infor HMS
• Infor SCS/Sales & Event Management
• Oracle OPERA
• Agilysys LMS/Visual One
• Delphi
• Point of Sale (POS)
• IT service management tools and processes
• Incident, Problems, Change Management
• CompTIA A+
• ITIL
• CHTP

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

Education and certifications

• Bachelor’s degree in Information Technology, Computer Science, Systems Engineering, Hospitality, or a related field preferred; relevant professional experience may be considered in lieu of a degree.
• CompTIA A+, ITIL, CHTP, or other relevant technology or hospitality certification preferred.