Technology is integral to nearly every aspect of the resort experience, from reservations and guest rooms to restaurants, payment processing, communications, security, and back-of-house operations. The IT Manager plays a critical role in ensuring these systems remain reliable, secure, connected, and responsive to the needs of guests and resort operations.

Job Specifications:

Onsite: Black Desert ResortShift & Schedule Availability: Year-Round / Full-TimePay Range: $85,000 - $105,000/year. This is the pay range we reasonably expect to pay for this position. Individual compensation decisions are based on a variety of factors.

Key Responsibilities including but not limited to:

• Manage the day-to-day operation, availability, security, reliability, and performance of critical business and guest-facing technology systems throughout Black Desert Resort.
• Support the Director of IT in executing technology strategies, standards, infrastructure plans, cybersecurity initiatives, system improvements, and technology projects.
• Provide timely technical support, troubleshooting, and incident resolution for employees, guests, resort leadership, and operational departments.
• Administer and support Agilysys Versa PMS and integrations with reservations, payments, point-of-sale, housekeeping, accounting, electronic door locks, guest services, and other resort systems.
• Troubleshoot system interfaces and integrations, working with the Director of IT, internal partners, and vendors to identify root causes and restore functionality.
• Manage and troubleshoot guest and employee Wi-Fi throughout guest rooms, residences, public spaces, restaurants, meeting areas, offices, outdoor areas, and back-of-house locations.
• Monitor and maintain network infrastructure, including internet connectivity, wireless access points, switches, firewalls, servers, network equipment, backups, and system integrations.
• Support in-room technology, including televisions, IPTV and casting systems, telephones, electronic locks, mobile keys, digital room controls, connectivity, and other connected guest devices.
• Respond to guest room technology issues promptly and professionally, recognizing that technology performance directly impacts the luxury guest experience.
• Serve as a primary onsite escalation resource for technology outages and incidents affecting guests, employees, revenue, payment processing, security, communications, or business continuity.
• Promptly escalate significant outages, cybersecurity concerns, system failures, vendor issues, or other material technology risks to the Director of IT.
• Assist with assessing technology incidents, establishing priorities based on operational impact, coordinating appropriate resources, and communicating status and recovery expectations to affected leaders.
• Support the Director of IT in developing, maintaining, and testing technology incident response, backup, disaster recovery, and business continuity procedures.
• Coordinate vendor support cases, escalations, onsite service visits, system maintenance, repairs, upgrades, installations, and technology projects through completion.
• Support the management of technology vendors and service providers, including contracts, software licenses, warranties, subscriptions, renewals, service agreements, and service-level performance.
• Track unresolved vendor issues and coordinate with the Director of IT when escalation or additional vendor accountability is required.
• Assist with low-voltage technology infrastructure, including structured cabling, network drops, patch panels, equipment racks, wireless access points, telephones, audiovisual equipment, access control, cameras, and digital signage.
• Trace, identify, label, test, document, and troubleshoot low-voltage cabling and network connections using appropriate tools and established procedures.
• Maintain organized telecommunications rooms, equipment racks, patch panels, cabling, and related technology infrastructure.
• Coordinate specialized, licensed, life-safety, electrical, and code-regulated work with the Director of IT and qualified contractors rather than performing work outside the position’s authorized scope.
• Support audiovisual and technology requirements for resort meetings, conferences, special events, executive meetings, and other operational needs.
• Maintain secure user accounts, system permissions, role-based access, onboarding, job changes, offboarding, and periodic user-access reviews in accordance with established IT standards.
• Partner with People Services and department leaders to ensure technology access is appropriately established, modified, and terminated as employment or job responsibilities change.
• Implement and maintain cybersecurity controls established by the Director of IT, including multifactor authentication, endpoint protection, security updates, patching, backups, access controls, password requirements, and incident-response procedures.
• Monitor for potential cybersecurity threats, suspicious activity, unauthorized access, malware, phishing, and other security risks and promptly escalate concerns in accordance with established procedures.
• Protect guest, employee, payment, financial, proprietary, and confidential company information and support applicable PCI, privacy, cybersecurity, and information-security requirements.
• Support payment-processing technology and coordinate troubleshooting of technology issues that could affect point-of-sale transactions or other revenue-generating systems.
• Maintain accurate technology inventories, including computers, mobile devices, network equipment, telecommunications equipment, licenses, peripherals, and other technology assets.
• Maintain current system documentation, network diagrams, cabling records, configuration information, vendor contacts, support information, warranties, credentials management processes, and recovery procedures.
• Support documentation standards that reduce reliance on undocumented institutional knowledge and improve continuity of operations.
• Assist the Director of IT with technology budgeting, capital planning, equipment replacement schedules, procurement, and recommendations for future technology investments.
• Identify operational technology needs and provide recommendations to the Director of IT based on guest impact, reliability, cybersecurity, scalability, operational requirements, and cost.
• Participate in technology implementations, system upgrades, property enhancements, construction projects, renovations, openings, and other resort initiatives requiring technology infrastructure or system integration.
• Coordinate technology readiness for new guest rooms, restaurants, outlets, offices, meeting spaces, and other resort facilities as they become operational.
• Test systems following installations, changes, upgrades, or repairs to confirm functionality before releasing them for operational use.
• Develop and maintain standard operating procedures for common IT processes, incident response, user access, system recovery, equipment management, and other technology functions under the direction of the Director of IT.
• Provide training and practical guidance to employees and managers regarding resort technology, cybersecurity awareness, system use, and appropriate escalation procedures.
• Communicate technology outages, risks, incidents, project status, vendor issues, and technical recommendations clearly to the Director of IT, resort management, and affected departments.
• Translate technical issues into practical operational information so resort leaders understand business impact, available options, risks, and anticipated next steps.
• Work collaboratively with Front Office, Housekeeping, Engineering, Security, Finance, People Services, Food & Beverage, Sales, Reservations, Marketing, Golf, and other operational departments.
• Maintain professional and responsive communication with guests when direct guest interaction is required to resolve technology issues.
• Participate in after-hours, weekend, holiday, and on-call support when critical operational needs require it.
• Perform other technology-related duties and projects as assigned by the Director of IT based on resort and business needs.

Preferred Qualifications and Skills:

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or a related field preferred. Equivalent combination of education, certifications, and relevant professional experience may be considered.
• Minimum of 4 to 6 years of progressive information technology experience, preferably within hotels, resorts, hospitality, gaming, healthcare, or another complex 24-hour operational environment.
• Previous experience serving as an onsite technology resource for a hotel, resort, or multi-department operation strongly preferred.
• Experience with Agilysys Versa PMS or other enterprise hospitality property management systems strongly preferred.
• Knowledge of hospitality technology integrations involving PMS, POS, payment processing, reservations, electronic locks, housekeeping, accounting, guest Wi-Fi, and related systems.
• Strong knowledge of wired and wireless networking, TCP/IP, VLANs, switches, firewalls, wireless access points, internet connectivity, and network troubleshooting.
• Experience supporting Microsoft environments, user accounts, endpoint devices, printers, mobile devices, and common business applications.
• Working knowledge of cybersecurity principles, including multifactor authentication, endpoint protection, access controls, patch management, backups, phishing prevention, and incident response.
• Understanding of PCI requirements and appropriate handling of payment and confidential information preferred.
• Experience supporting televisions, IPTV, casting, VoIP telephones, electronic locks, mobile keys, audiovisual systems, digital signage, or other hospitality guest-room technology preferred.
• Working knowledge of structured cabling and low-voltage technology infrastructure, including the ability to trace, label, test, and troubleshoot network connections.
• Experience coordinating technology vendors, contractors, service providers, installations, repairs, and system implementations.
• Strong project management and organizational skills with the ability to manage multiple technical issues and projects simultaneously.
• Strong troubleshooting and analytical skills with the ability to identify root causes rather than relying solely on temporary solutions.
• Ability to prioritize incidents based on guest impact, operational disruption, revenue risk, security implications, and business continuity.
• Excellent verbal and written communication skills with the ability to explain technical information to nontechnical audiences.
• Strong service orientation and understanding that IT support in a luxury hospitality environment directly contributes to the guest and employee experience.
• Ability to remain composed, organized, and solution-focused during technology outages and other high-pressure situations.
• Ability to maintain confidentiality and exercise sound judgment when handling system credentials, security information, guest data, employee information, and business records.
• Ability to work independently while recognizing when issues require escalation, approval, or strategic direction from the Director of IT.
• Relevant industry certifications such as CompTIA, Microsoft, Cisco, ITIL, cybersecurity, or equivalent certifications are preferred but not required.

#blackdesertresort