IT Infrastructure & Operations Manager

Position Summary

The IT Infrastructure & Operations Manager is responsible for overseeing the design, implementation, maintenance, and performance of the organization’s technology infrastructure across all properties and home office locations. This includes networks, servers, cloud platforms, identity and access management to core business systems that support both guest-facing and back-office operations.

This role ensures that IT services are secure, reliable, and scalable to meet the unique needs of πa hospitality environment—supporting continuous guest service, staff productivity, and regulatory compliance.

Key Responsibilities

Infrastructure Management

• Manage the design, implementation, and maintenance of enterprise IT infrastructure, including collaboration tools, networks, cloud environments, IAM, and SSO. • Ensure high availability and performance of business-critical systems and integrations. • Provide oversight for property-level network upgrades, hardware refreshes, and system integrations.

Operations & Service Delivery

• Manage the home office IT Service Desk and remote agents delivering IT support excellence through exceptional customer service and adherence to SLAs • Partner with IT and business stakeholders to develop, implement, and manage global processes for incident response, change management, and service requests (ITIL best practices preferred) using the ITSM platform Partner with vendors and managed service providers to ensure quality,…