IT Service Manager

Job Overview

• FoLiXx Hospitality is seeking a dedicated IT Service Manager to manage and support our technology infrastructure across all hospitality operations.
• The ideal candidate will ensure that our IT services meet the operational needs of our team and provide a seamless digital experience for guests.
• This role is critical for maintaining, optimizing, and troubleshooting IT systems that support daily operations, ensuring business continuity, and enhancing guest satisfaction.

Key Responsibilities

• Service Management: Ensure consistent, reliable IT service delivery across all hospitality systems, including guest Wi-Fi, property management systems (PMS), and point-of-sale (POS) systems.
• Incident Response: Act as the primary point of contact for IT-related issues, managing incidents promptly to minimize downtime for staff and guests.
• Performance Monitoring: Regularly review system performance, monitor for potential issues, and proactively address them to prevent service disruptions.
• Change & Release Management: Coordinate software updates, system upgrades, and other IT changes to minimize impact on daily operations and guest experience.
• User Support & Training: Provide technical support and training for staff to ensure they can use technology systems effectively, improving productivity and guest interactions.
• Documentation & Compliance: Maintain accurate records of IT assets, incidents, and service changes.
• Ensure compliance with company policies and hospitality industry standards for data security and guest privacy.
• Vendor Management: Collaborate with external vendors to ensure timely and effective support for IT hardware and software, maintaining an efficient inventory of IT assets.

Key Qualifications

• Education: Bachelor’s degree in Information Technology, Computer Science, or related field.
• Experience: Minimum of 3-5 years in IT service management, preferably in a hospitality, retail, or similar service-focused environment.
• Certification: ITIL certification or equivalent is a plus.
• Knowledge of hospitality IT systems like Opera (PMS) and MICROS (POS) is highly desirable.

Skills & Attributes

• Technical Proficiency: Strong understanding of network infrastructure, Wi-Fi management, and hospitality-specific IT systems.
• Problem-Solving: Excellent troubleshooting skills, with the ability to resolve issues quickly and maintain service quality.
• Communication: Clear and effective communication skills to work well with non-technical staff and ensure all team members are confident with IT systems.
• Customer-Focused: Demonstrated ability to prioritize service reliability and quality to enhance the guest experience.
• Project Management: Organized and able to handle multiple projects, from system upgrades to incident responses, in a fast-paced environment.