Manager of IT Support Services - Aspen Hospitality

Company Description

Aspen Hospitality, a division of Aspen One, owns and operates a portfolio of hotels and residences that currently consists of The Little Nell, Aspen's only Five-Star, Five-Diamond, ski-in/ski-out hotel and its affiliated Residences at The Little Nell, both of which are located at the base of Aspen Mountain; the Limelight Hotel Aspen and Limelight Hotel Snowmass in Colorado; the Limelight Hotel Ketchum near Sun Valley in Idaho and the Limelight Denver, adjacent to Denver’s Union Station. Two additional Limelight Hotels in Mammoth, California, and Boulder, Colorado, are currently in development as well as a new Nell property at Rockefeller Center in New York City. Aspen Hospitality also owns and operates the Aspen Mountain Club and the Snowmass Mountain Club.  Aspen One is the parent company of Aspen Skiing Company, Aspen Hospitality and Aspen Ventures and leverages its influence across all of its business units to advance climate action, community engagement and racial justice. For more information, visit www.aspenhospitality.com.  

Job Description

Position Summary

The Manager of IT Support Services, Aspen Hospitality (AH), oversees a geographically localized team of IT professionals dedicated to supporting the technology needs of our Aspen and Snowmass hotel General Managers and employees. This is a technical and service role focused on enabling AH team members to provide guest service and commiserate with our brand standards. The position is responsible for ensuring the efficient support and troubleshooting of end-user technology, guest-facing systems, and overall IT service delivery with the goal of upholding Aspen Hospitality’s service standards. The position supports the Little Nell in Aspen, a Forbes Five-Star property, Limelight Aspen, Limelight Snowmass, and The Residences at the Little Nell. This position will also support our new properties as they come online. Some travel may be required for this role This position reports to the Area Director of Hospitality IT Support Services.

The budgeted salary range for this position is $80,000 to $110,000. Actual pay will be dependent on budget and experience; all our salaried roles are eligible for bonus. 

Job Posting Deadline 

Applications for this position will be accepted until September 15, 2025. 

Essential Job Functions

• Lead, mentor, and manage a team of IT support specialists.
• Provide technical support and manage vendors to support hotel systems including but not limited to:
  • Workstations, laptops, and Printers
  • Telecommunications Systems including managed telephone carriers
  • Various hotel software applications including PMS/POS
  • Productivity Applications (e.g., Microsoft Office)
  • In-room guest-facing technologies
  • Active Directory, Entra, Azure, and Intune
  • Light network infrastructure such as switches, access points, and basic knowledge of VLANS, etc
  • Audio Visual (AV) set up and management
• Provide tier 1 support for all hospitality-related technology systems and act as the primary point of contact for initial troubleshooting and escalate complex issues as needed
• Exemplify high standards of guest and employee service, instill a guest service mindset in the IT Support Team, and build collaborative service-based relationships with hotel General Managers and service staff
• Assisting with management of A/V vendors and support services, and providing guest service for in-house groups, etc
• Help implement industry standard support processes and tools, including incident management tracking and reporting, standard operating procedures, best practices, and service-level training
• Manage the support and maintenance of guest-facing technology systems such as property management systems, WI-FI, and in-room entertainment to ensure these systems are functioning optimally to enhance the guest experience
• Manage multiple projects at once with a focus on prioritizing enhancements to create customer and business value
• Partner with Aspen One (parent) IT and Business teams to ensure support service levels are maintained
• Effectively manage IT vendors, including communication, performance, issue resolution, and contracts
• Maintain comprehensive documentation for IT systems, processes, and procedures.
• Other duties as assigned

Qualifications

Education and Experience Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field, relevant certifications (e.g., CompTIA A+, ITIL) are a plus, or equivalent experience in the field
• Minimum of 3 years of experience in IT support, preferred in a hospitality environment
• IT support experience in Luxury Hospitality preferred

Knowledge, Ski