What is the job?
The Assistant IT Manager supports the overall management of the resort's Information Technology operations by ensuring the stability, security, and efficiency of all IT systems, infrastructure, and applications. The role is responsible for maintaining business-critical systems, supporting hotel operations, coordinating IT projects, delivering exceptional technical support to internal and external guests, and ensuring compliance with IT policies and industry best practices.
Daily tasks & responsibilities:
IT Operations & Infrastructure
Assist in the day-to-day management of the resort's IT infrastructure, ensuring maximum system availability and business continuity.
Maintain and support hotel management systems, including Opera PMS, Micros POS, Windows Servers, Active Directory, Microsoft Windows client operating systems, and other business-critical applications.
Monitor the health and performance of servers, storage, network equipment, and end-user devices, proactively identifying and resolving issues.
Ensure all IT services operate at optimal performance with minimal downtime.
Systems & Network Administration
Support the administration, maintenance, and troubleshooting of wired and wireless network infrastructure.
Configure, monitor, and maintain Windows Server environments, user accounts, permissions, security policies, and system backups.
Ensure network security, antivirus protection, software updates, and patch management are maintained according to company standards.
Assist in disaster recovery planning, backup verification, and business continuity procedures.
Guest & User Support
Provide prompt and professional technical support to hotel guests, ensuring all in-room technology and internet connectivity issues are resolved efficiently.
Deliver proactive IT support to all departments, minimizing operational disruptions.
Maintain high service standards while responding to helpdesk requests and prioritizing critical incidents.
Support and troubleshoot hardware, software, printers, mobile devices, telephony systems, and audiovisual equipment.
Project Management
Coordinate IT infrastructure and system implementation projects from planning through completion.
Liaise with internal stakeholders and external vendors to ensure projects are delivered on time, within scope, and in accordance with operational requirements.
Monitor project milestones, maintain accurate documentation, and provide regular progress updates to management.
Support system upgrades, software deployments, and technology enhancement initiatives.
Vendor & Asset Management
Build and maintain effective relationships with technology vendors, contractors, and service providers.
Coordinate vendor visits, preventive maintenance schedules, and warranty services.
Assist in managing IT inventory, software licensing, and technology asset lifecycle.
Evaluate vendor performance and recommend improvements where appropriate.
Information Security & Compliance
Ensure compliance with corporate IT policies, cybersecurity standards, and data protection requirements.
Promote IT governance and best practices across all departments.
Assist in conducting routine system audits, security reviews, and vulnerability assessments.
Support the implementation of IT standards, procedures, and documentation.
Financial & Business Support
Contribute to cost-saving initiatives through efficient utilization of technology resources.
Identify opportunities where technology can improve operational efficiency, guest satisfaction, and revenue generation.
Assist in preparing departmental budgets, forecasts, and procurement plans as required.
Ensure optimal utilization of IT resources while maintaining service quality.
Leadership & Team Support
Supervise, coach, and support the daily activities of IT Butlers and IT support personnel.
Allocate tasks, monitor performance, and ensure service requests are completed within agreed service levels.
Assist in developing technical knowledge and service standards within the IT team.
Foster a collaborative, service-oriented, and customer-focused work environment.
Documentation & Reporting
Maintain accurate documentation of IT infrastructure, configurations, licenses, inventories, and operating procedures.
Document project plans, implementation activities, system changes, and incident reports.
Prepare regular reports on system performance, service levels, project progress, and operational metrics.
General Tasks & Miscellaneous
All colleagues must assess situations and react accordingly through analysis and perspective.
All colleagues must be flexible and able to carry out any other reasonable duties and responsibilities within the scope of their job, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.
All colleagues should be visible and available to both guests and colleagues, in accordance with their position, and serve as an example for others.
All colleagues are required to comply with any reasonable request from their supervisor(s) within a reasonable timeframe, under normal circumstances.
Human Resources & Training
It is the colleague’s responsibility to report any case of harassment and discrimination as soon as it happens, either to their direct leader or to the Talent & Culture. It is the leader’s responsibility to treat complaints of harassment and discrimination promptly and confidentially.
It is everyone’s responsibility to treat customers and Colleagues from all cultural groups with respect and sensitivity.
All Colleagues must attend trainings and meetings as and when required.
Confidentiality
All Colleagues must ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic.
All Colleagues must ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.
Job qualifications
Sound Computer knowledge in Opera System, MICROS and MS office applications etc.
Good project management skills
Displays initiative
Customer/people-oriented
Pro-active and requires minimum supervision
Oral and written fluency in English
Team player
Flexible and adaptable to different working locations
