Hospitality IT Support Leader (Onsite)

Rosen Hotels & Resorts; Orlando (FL); Sur place; USD 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Health Insurance

On-site Medical Center

401(k) Retirement Savings Plan

Employee Discounts

Paid Vacation and Personal Days

Résumé du poste

Rosen Hotels & Resorts in Orlando, FL is seeking an experienced IT Technical Support Manager to lead help desk and application support for a 24x7 hospitality environment. This onsite role oversees PMS, Sales & Catering, and POS systems, with a focus on process improvements and vendor coordination.

You will manage teams, coordinate releases, and partner with hotel operations to align technology with business needs, while ensuring high availability and strong customer service.

Qualifications

• 3+ years of progressive experience in IT support, application support, hospitality technology, or similar field.
• 2+ years of leadership or supervisory experience managing technical or application support teams.
• Hospitality, hotel, or resort technology experience preferred.
• Working knowledge of hotel PMS and/or Sales & Catering systems preferred (Infor HMS, Infor SCS/Sales & Event Management).
• Experience with hospitality apps such as Oracle OPERA, Agilysys LMS/Visual One, Delphi; POS systems experience is a plus.
• Understanding hotel operations and enterprise applications; experience with system interfaces and vendor escalation.
• Strong leadership, analytical, troubleshooting, and decision-making skills.
• IT service management tools/processes knowledge (incidents, problems, changes).
• Willingness for occasional off-hours escalation; onsite in Orlando, FL; legal work eligibility in the USA.

Responsabilités

• Lead, mentor, and develop technical support and application support staff.
• Manage daily IT support operations, scheduling, priorities, and escalations.
• Oversee hospitality and enterprise applications including PMS, Sales & Catering, and POS systems.
• Serve as escalation point for complex technical issues affecting hotel operations.
• Partner with hotel operations and specialists to translate business needs into technology improvements.
• Oversee configuration, testing, upgrades, access control, documentation, and change management.
• Coordinate cross-functional troubleshooting with internal teams and vendors.
• Define and report service levels, KPIs, and application availability to IT leadership.
• Maintain downtime procedures, business continuity, and disaster recovery plans.

Connaissances

Leadership

IT Operations

Hospitality IT

PMS Knowledge

POS Systems

Vendor Management

Project Management

Communication Skills

24x7 Support

Formation

Bachelor's degree

Certifications

Outils

Infor HMS

Infor SCS

Oracle OPERA

Agilysys LMS

Delphi

Description du poste

Rosen Hotels & Resorts in Orlando, FL is seeking an experienced IT Technical Support Manager to lead help desk and application support for a 24x7 hospitality environment. This onsite role oversees PMS, Sales & Catering, and POS systems, with a focus on process improvements and vendor coordination.

You will manage teams, coordinate releases, and partner with hotel operations to align technology with business needs, while ensuring high availability and strong customer service.