Responsibilities
The Systems and Operations Manager is responsible for ensuring the stability, performance, and security of Fontainebleau’s computer, network, and operational technology systems. This role works primarily with IT leadership and provides direct supervision to the IT Technicians who support daily operations by troubleshooting software, hardware, and network-related issues. The Manager also coordinates with other department leaders as needed to clarify service requests, resolve operational issues, and maintain effective communication through the IT ticketing system. In addition to overseeing daily support activities, the Manager works directly with external vendors to address complex technical problems and escalate system-related matters. This position establishes clear expectations for service delivery, prioritization, follow-through, and accountability within the technician team, and serves as the primary escalation point for advanced technical issues while providing hands-on support to ensure timely, effective incident resolution.
Examples of Duties (includes but is not limited to the following):
Operational Leadership & Service Excellence
- Oversee daily IT operations to ensure secure, reliable, and high-performing technology systems across the property.
- Maintain and enforce operational procedures, service standards, and best practices aligned with corporate policies and security requirements.
- Ensure consistent follow-through and timely resolution of technology issues supporting both team members and guest needs.
Team Leadership & Development
- Lead, coach, and develop IT Technicians providing clear expectations, prioritization guidance, and continuous feedback.
- Support hiring, onboarding, training, and development to maintain a skilled, customer-focused team.
- Promote a culture of accountability, dependability, and professional growth within the IT Operations team.
Systems Reliability, Performance & Troubleshooting
- Maintain stability and availability of servers, networks, voice systems, operational technologies, and business applications.
- Monitor dashboards, logs, and alerts to proactively identify issues and prevent service disruptions.
- Partner with other IT leaders to support compliance, vulnerability management, and cybersecurity initiatives.
Process Improvement & ITIL Governance
- Implement and maintain ITIL-aligned processes for incident, problem, and change management.
- Track KPIs and SLAs for Service Desk, Engineering, and Telecom functions to ensure service quality.
Project & Vendor Management
- Lead technology deployments, upgrades, and property-wide IT initiatives.
- Manage vendor relationships and participate in solution selection and implementation.
- Support budgeting, forecasting, and lifecycle planning for IT infrastructure and operational technologies.
Qualifications
Performance Requirements (knowledge, skills and abilities):
- Strong leadership presence with the ability to influence across departments and all levels of the organization.
- Advanced knowledge of IT infrastructure, networking, systems administration, and enterprise systems.
- Experience with ITIL frameworks and operational best practices.
- Strong diagnostic and troubleshooting skills with the ability to resolve complex technical issues.
- Excellent communication skills and ability to manage multiple priorities effectively.
- Bachelor’s degree in Computer Science, Information Technology, or related field preferred.
- Minimum 5 years of IT operations leadership experience in a complex or high-volume environment (hospitality preferred).
- Industry certifications such as Cisco, Microsoft, Network+, or related credentials are highly preferred.
