Director of IT Support Services, Aspen Hospitality

Company Description

ABOUT ASPEN HOSPITALITY 
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.co.  

Job Description

The Director of IT Support Services, Aspen Hospitality (AH), oversees a growing team of IT professionals dedicated to supporting the technology needs of our hotel General Managers and employees. This is a service role focused on enabling AH team members to provide guest service commensurate 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, the soon-to-open Nell New York, and six existing and opening Limelight hotels. This position reports to the Chief Information Officer.

The budgeted salary range for this position is $110,000 - $150,000. Actual pay will be dependent on budget and experience; all our salaried roles are eligible for bonus. 

Applications for this position will be accepted until March 29, 2025.

Essential Job Functions/Key Job Responsibilities:

• Lead, mentor, and manage a team of IT support specialists
• Oversee the support and troubleshooting of employee end-user technology including hardware, software, and in-room technologies
• Ensure timely resolution of technical problems and minimize disruptions to operations
• 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
• 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
• Oversee the creation, modification, and deletion of user accounts across various systems. Manage access rights to ensure secure handling of digital assets and maintain an organized, well-documented framework for managing permissions across hospitality platforms
• Effectively manage projects by using standard project management techniques including planning, communication, and budget tracking
• 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
• Monitor the performance of IT systems and infrastructure while performing routine maintenance and updates to ensure systems are running efficiently and securely
• 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
• Minimum of 5 years of experience in IT support, with at least 2 years in a management or leadership role
• IT support experience in a Forbes Five-Star property preferred

Knowledge, Skills and Abilities:

• Proficient knowledge in managing employee end-user support, guest-facing technology, and IT service delivery in a hospitality environment
• Strong knowledge of network systems, hardware, software applications, and security protocols
• Familiar with hotel fire and safety procedures and assists in the event of an emergency and/or security event as directed by management