Information Technology Services Delivery Manager

Summit at Snoqualmie; Snoqualmie Pass (WA); On-site; USD 92,000 - 115,000; Full time

Benefits offered by this job

Health insurance

Dental

Vision

PTO 2 weeks+

401(k) plan

Discretionary match

Job summary

The Summit at Snoqualmie is seeking an IT Service Delivery Manager to lead on-site technology delivery across the resort. This is a hands‑on, field‑facing leadership role responsible for the resort's physical infrastructure, endpoint deployment, and in-person support for guests and team members across the resort's base areas.

You will mentor the IT team, coordinate with Boyne Corporate IT Operations, and ensure MACs, network, and POS systems run smoothly during operations.

Qualifications

• 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.

Responsibilities

• 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.
• 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.
• 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.
• 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 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.

Skills

Leadership

Windows administration

End-user support

Education

Education or training equivalent

Tools

NetBox

CMDB

Cisco switching

VMware

Avaya PBX

Office 365

Job description

Overview

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.

About the Role

The Summit at Snoqualmie is seeking an IT Service Delivery Manager to lead on-site technology delivery across the resort. This is a hands‑on, field‑facing leadership role responsible for the resort's physical infrastructure, endpoint deployment, and in-person support for guests and team members across the resort's base areas.

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.

Qualifications

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.

Wage And Benefit Info

The wage range for this positions is: from $92,000 - $115,000 annually, DOE

This position is elgible for goal attainment incentives

• health
• dental
• vision
• Team member will accrue PTO and will earn 2 weeks or more in a 12 month period.
• 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.

It is the policy of Boyne Resorts to recruit, hire and promote in all job classifications and shall not discriminate with regard to race, color, national origin, religion, ancestry, sex, age, sexual orientation, gender identity, disability, veteran status, or any other non‑merit factor. Boyne Resorts is committed to valuing individual diversity in the workplace by reaching beyond stereotypical views and using the strengths and different perspectives and unique backgrounds that each person offers. Even more importantly, Boyne Resorts embraces and derives value from the diverse views that each individual brings.