Lead IT Technician

The Hangout; Gulf Shores (AL); On-site; USD 70,000 - 90,000; Full time

Job summary

HHG is seeking a Lead IT Technician to own day-to-day technology across all sites in a fast-paced hospitality environment. You will fix complex issues hands-on, escalate to MSP when needed, and mentor junior technicians as the team grows.

You will manage identity and device provisioning with Intune, Entra ID, and Apple Business Manager, while ensuring uptime of POS and network services. This role demands ownership, reliability, and strong communication with staff and vendors.

Qualifications

• 5+ years in IT support, leadership, or systems administration.
• Strong troubleshooting across Windows and Apple devices.
• Solid networking knowledge and diagnostics.
• Ability to stay calm and decisive during live service.
• Clear communication with non-technical staff and vendors.
• Willing to travel between sites and work nights/weekends.
• Authorized to work in the United States.

Responsibilities

• Be the escalation point for the hardest technical problems across all sites.
• Define and maintain HHG's technical standards, naming, configurations, and documentation.
• Mentor and direct junior technicians and help-desk staff, set priorities.
• Keep POS terminals, kitchen displays, receipt printers, payment devices, and Wi‑Fi up during operating hours.
• Onboard and offboard restaurant staff in Microsoft 365 / Entra ID and Intune.
• Owner of network operations for UniFi estate and UPS fleet maintenance.
• Drive modernization projects: device-management rollout, network migration, and power standardization.
• Manage vendors and ensure HHG ownership of assets.

Skills

IT leadership

Windows troubleshooting

macOS troubleshooting

Network troubleshooting

Vendor management

Customer-focused support

On-site support

Tools

Intune

Apple Business Manager

Microsoft Entra ID

UniFi / Ubiquiti

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Position Summary:
The Lead IT Technician is HHG's senior on-site technologist and the most experienced set of technical hands across the estate. This is a hands-on leadership role: you fix the hard problems yourself; you are the first escalation point for everything technical, and you own the day-to-day running of HHG's technology while building the in-house function over time. You will work closely with, and through, HHG's managed services provider (MSP), holding them accountable for their commitments while bringing routine support and project execution in-house. As the team grows, you will lead and mentor junior technicians. A core principle guides the work: HHG owns its assets and the accounts that control them, and we manage them directly, with vendors granted access we can review and revoke. This role suits an experienced technician who is ready to lead, is comfortable in a fast, loud hospitality environment, and takes ownership of uptime, standards, and getting things genuinely fixed rather than patched.

Key Responsibilities:

Technical leadership and escalation

• Be the escalation point. Own the hardest technical problems across all sites and resolve issues that stop service, payments, or the kitchen, fast and permanently.
• Set the standard. Define and maintain HHG's technical standards, naming, configurations, and documentation so every site is set up and supported consistently.
• Lead the team as it grows. Mentor and direct junior technicians and help-desk staff, set priorities, and review work quality.

Service uptime and front-line support

• Keep service running. Ensure POS terminals, kitchen displays, receipt printers, payment devices, and Wi‑Fi stay up during operating hours, and lead the response when they do not.
• Support staff and managers. Provide patient, service-minded help with accounts, devices, and everyday technology, and make sure managers know who to call and trust it gets handled.

Systems, identity, and device management

• Run identity and device management. Administer Microsoft 365 / Entra ID and lead device management through Apple Business Manager and Microsoft Intune, including onboarding and offboarding of restaurant staff.
• Own the device fleet. Standardize the setup, deployment, maintenance, and retirement of computers, tablets, and peripherals, and bring devices consistently under HHG-managed identity.

Network, power, and infrastructure

• Lead network operations. Own the UniFi network estate (gateways, switches, access points): connectivity, Wi‑Fi coverage, segmentation, and consolidation toward a single HHG-controlled account across all sites.
• Protect uptime with power. Maintain the standardized battery-backup (UPS) fleet, monitor health, and replace units proactively.
• Own infrastructure hygiene. Keep server and network closets clean, labeled, and documented, and oversee cabling and hardware installs to standard.

Restaurant systems and projects

• Lead restaurant-systems support. Serve as HHG's senior hands‑on point-of-sale and kitchen display systems, and a key owner during the upcoming POS platform rollout and go‑live.
• Drive modernization projects. Plan and execute IT initiatives on-site (device‑management rollout, network migration, power standardization, camera and POS projects), with clear milestones and follow‑through.

Vendor accountability and asset control

• Manage vendors. Act as HHG's technical point of contact for the MSP, internet providers, and equipment vendors, hold them to committed dates, and confirm work is completed correctly.
• Protect HHG ownership. Maintain a living inventory of HHG‑owned hardware, accounts, licenses, and warranties, and ensure HHG retains ownership and administrative control of its systems.
• Perform other duties as assigned.

Qualifications:

• 5 or more years in IT support, field/desktop support, or systems administration, including experience taking the lead on issues and projects.
• Strong, hands‑on troubleshooting across Windows and Apple (macOS / iOS / iPadOS) devices, printers, and peripherals.
• Solid networking knowledge: switches, access points, Wi‑Fi, VLANs, IP addressing, and methodical network troubleshooting.
• Proven ability to stay calm, organized, and decisive under pressure during live service.
• Clear communication with non-technical staff and the ability to coordinate vendors firmly and professionally.
• Reliable transportation, a valid driver's license, and willingness to travel between sites, including occasional out‑of‑state travel.
• Availability for nights, weekends, holidays, and on‑call leadership.
• Authorized to work in the United States.

Preferred Qualifications:

• IT experience in restaurants, hospitality, retail, or another multi‑location environment.
• Hands‑on experience with point‑of‑sale and kitchen display systems, ideally through an implementation or rollout.
• Experience with UniFi / Ubiquiti networking and with device management (Intune and Apple Business Manager).
• Experience in managing or holding MSPs and vendors accountable.
• Certifications such as CompTIA Security+ or Network+, or Microsoft and Apple credentials.
• Experience mentoring or leading other technicians.

Physical Requirements and Working Conditions:

• Work in active restaurant and kitchen environments that can be hot, loud, and busy.
• Stand, walk, kneel, and work for extended periods during installs and repairs.
• Lift and carry equipment up to approximately 50 pounds (for example battery‑backup units and network gear).
• Use ladders and work at heights to service access points, cameras, and cabling.

Travel between locations by vehicle, with occasional out‑of‑state travel.