IT Technical Support Manager (Onsite)

Rosen Hotels & Resorts

Orlando (FL)

On-site

USD 90,000 - 120,000

Full time

8 hours ago

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Benefits offered by this job

Health Insurance

On-site Medical Center

401(k) Retirement Savings Plan

Employee Discounts

Paid Vacation and Personal Days

Job summary

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.

Responsibilities

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.

Skills

Leadership

IT Operations

Hospitality IT

PMS Knowledge

POS Systems

Vendor Management

Project Management

Communication Skills

24x7 Support

Education

Bachelor's degree

Certifications

Tools

Infor HMS

Infor SCS

Oracle OPERA

Agilysys LMS

Delphi

Job description

IT Technical Support Manager (Onsite) - 7196

Operations Building | Millennium Technology | Full Time

Posted yesterday

Description

Summary:

We are seeking an experienced IT Technical Support Manager to lead technical and application support functions within a fast-paced, 24x7 hospitality environment.This role provides leadership and oversight for teams supporting the help desk, field technology, convention technology, and enterprise business applications. The ideal candidate combines strong people leadership with hands‑on knowledge of IT operations and hospitality systems.

Experience with hotel Property Management Systems (PMS) and Sales and Catering systems is strongly preferred. Familiarity with Infor HMS and Infor SCS/Sales & Event Management is highly desirable. Experience with comparable hospitality platforms such as Oracle OPERA, Agilysys LMS/Visual One, Delphi, or similar systems will also be considered.Experience with Point of Sale (POS) and retail systems supporting food and beverage, retail, and other hotel outlets is also highly desirable.

Responsibilities:

Lead, mentor, and develop technical support and application support associates.
Manage daily operations, workload, scheduling, priorities, and escalations across assigned IT support functions.
Oversee support of hospitality and enterprise applications, including PMS, Sales and Catering, and POS and retail systems.
Serve as a management escalation point for complex technical and application issues affecting hotel operations.
Partner with hotel operations and Application Specialists to understand business requirements and improve the use of technology.
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 on service levels and performance metrics, such as response and resolution times, ticket trends, and application availability, to IT leadership.
Ensure incidents and work orders are appropriately prioritized, documented, escalated, and resolved.
Develop and 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, and lead response and communication during major outages.
Support development of 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 policies within the workplace.
All other duties as assigned.

Experience/Qualifications:

3+ years of progressive experience in IT support, application support, hospitality technology, or a related technology field.

2+ years of leadership or supervisory experience managing technical or application support teams.
Hospitality, hotel, or resort technology experience strongly preferred.
Working knowledge of hotel PMS and/or Sales and Catering systems strongly preferred. Experience with Infor HMS and Infor SCS/Sales & Event Management highly preferred.
Experience with 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, strongly preferred.
Understanding of hotel operations, including areas such as 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, such as PMS, POS, payment, and Sales & Catering systems, 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 with the ability to work 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.
Position is onsite in Orlando, FL.
Must be able to legally work in the USA.

Education and Certification(s)/License(s):

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.

Discover Life at Rosen:

Your career is here in our diverse and friendly workplace where your individuality and ideas are valued. Our company of more than 3,000 associates thrives on teamwork and ingenuity. It is this team that makes Rosen Hotels & Resorts in Orlando one of Florida's most respected hospitalitycompanies to work for.

Benefits Our Associates Enjoy: