Job Description

Job Summary: Great Wolf Resorts is looking for an IT Support Manager. Join our fast-paced team and leverage your experience while continuing to gain new skills through exposure to new technologies and having a direct impact to organizational performance.

In this role, you will provide technical leadership to our Corporate IT Support Team and Cybersecurity Administrators and be responsible for support of corporate systems across Great Wolf Resorts. The IT Support Manager uses business and technical knowledge to provide solutions that meet & exceed customer expectations. This role provides guidance, direction, mentoring and oversight to the Corporate IT Support Team and user facing cybersecurity platforms.

Do you enjoy, and have proven experience, managing technology, security platforms, and mentoring team members? If a fast-pace environment energizes you then apply today to join the Great Wolf IT Team!

Responsibilities:

• Provide leadership and mentoring to the team and serve as technical subject matter expert to business stakeholders during vendor discussions
• Demonstrate, provide and instill outstanding level of customer service
• Develop and maintain a centralized support ticketing system and user knowledge base
• Define, develop and track key metric reports for support across the brand
• Develop and define SLA\xe2\x80\x99s based on user requirements and knowledge of IT and industry standards
• Responsible for tasks related to hardware and software selection, implementation and enhancement
• Manage vendor relationships for both ongoing support and project related work
• Coordinate the training for users on new hardware, applications and procedural responsibilities, creating and providing documentation where appropriate
• Define and ensure technical direction and process is understood, implemented and supported appropriately
• Identify and correct flaws and/or procedural gaps related to applications being implemented
• Responsible for preliminary team annual budget requirements
• Monitor, prioritize and assign work that comes across via ticket system, phone queue and walk ups
• Need to be available for occasional after-hours calls
• Achieve high level of timely response rates, customer satisfaction and proactive first call resolution
• Vendor management and contract negotiations for IT related service and/or work

Qualifications:

• BS Degree in IT or similar field; or equivalent professional experience
• 7 years of progressive experience in an information systems role
• 4 years of experience leading, mentoring and managing a help desk team
• 4 years of strong hands-on technical help desk support experience
• Ability to travel occasionally

Required Skills, Experiences, and Competencies:

• Experience supporting systems (PMS, POS and Financial reporting systems)
• Passion for mentoring IT team members
• Proven expertise in managing user facing security platforms and vendors (A/V, Webmail Gateway, MS ATP, MSSP, Application Whitelisting, etc.)
• Handling hardware and software issues in mixed Windows and Mac environment
• Network troubleshooting skills (IP, Switch, Cabling, etc.)
• Windows Server 2012/2016/2019 based systems management and administration
• Imaging / Application Deployments
• Office 365 Management Skills
• Extensive knowledge of MS Active Directory (Groups, Policies, Security, etc.)
• Extensive knowledge of Microsoft Domain Concepts
• Excellent abilities with entire Office 2016/2019 suite of applications
• Proven problem solving and troubleshooting skills
• Requirement gathering and analysis skills
• Familiarity with IP telephony, mobile device support and mobile device management
• Self-motivated and insatiable hunger to learn and grow solutions
• Ability to read, analyze, and interpret cross functional documentation and procedures
• Documentation experience to include writing reports, business correspondence and procedure manuals
• Ability to effectively present information and respond to questions from business stakeholders and vendors
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Understanding of Windows, Mac and Linux based client end points

Preferred Skills, Experience and Competencies

• MCSA, CCNA, and/or CSSP Certifications
• Hospitality experience

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor\xe2\x80\x99s legal duty to furnish information. 41 CFR 60-1.35(c)

Great Wolf Lodge