Manager IT Cluster

Hilton Worldwide is one of the largest and fastest growing hospitality companies in the world, with more than 4,600 hotels, resorts and timeshare properties comprising more than 758,000 rooms in 100 countries and territories.

The IT Cluster Manager will provide IT leadership to the properties within the cluster including effectively communicating, managing and delivering IT Systems and procedures that comply with Corporate and Brand IT standards. The Team Member will be responsible for following project plans under the direction of the Area IT Manager to ensure the implementation and upgrades of major systems are completed on-time and within budget. The IT Cluster Manager will support the hotel through the use of business solutions using Technology including installing, diagnosing, repairing, maintaining, and upgrading all hardware to ensure optimal performance. The Team Member will troubleshoot problem areas in a timely and accurate fashion, and provide end-user training and assistance as required.

* Research and identify business opportunities for technology and report findings and conclusions to upper management * Assist in setting the overall technical vision of cluster properties * Evaluate property needs and technology solutions to improve profit and/or efficiency * Maintain documentation on team site for each cluster property * Prepare a weekly status report of all activities in hotels and cluster * Publish and update schedule on cluster team site * Conduct quarterly meetings with each General Manager and submit minutes to Area IT Manager and Regional IT Director * Participate in Executive Committee, Departmental and operations meetings as appropriate * Attend Regional IT meetings * Complete IT-related projects for cluster properties as directed * Work within the constraints of each property IT budget as prepared by the Area IT Manager * Work as a member of the IT team to accomplish goals and objectives * Setup and maintain computer software and hardware for Team Members * Will be the administrator of hotel systems * Direct, setup, maintain, and monitor property servers; including backups, property LAN performance, telecom systems, user workstations * Setup users in Identity Manager; assist with registration as required * Direct the on property first line support calls to the Hilton Support Center (HSC) and ensure all support calls are logged in HSC'sticketing system * Log all IT issues in ticketing software used by the Hilton Support Center; monitor and update tickets as required * Work with the HSC to ensure the timely resolution of IT issues as appropriate * Act on support calls passed by the HSC for systems and applications not supported by the HSC or that require onsite activity by Custer IT * Use initiative within parameters of authority and escalate issues to Area IT Manager, as appropriate * Use network monitoring tools to perform periodic health checks of systems * Conduct user training sessions, as required * Oversee proper controls to ensure hotels comply with SOX, PCI and PABP security requirements * Oversee and evaluate systems to ensure hotels comply with corporate and brand standards * Complete IT-related projects (process, function, budgets, etc.), as directed * Assess actual performance against standards to determine whether the cluster (department, team, and/or project) is on target to reach its goals and take corrective action as necessary * Ensure the business plan is being followed and goals are being achieved; provide feedback accordingly * Enforce policies and procedures that will improve the overall operation and effectiveness of the department, property and Company * Operate within established budgetary parameters * Implement and manage departmental processes and procedures to ensure strategies and directives of department are carried out in accordance with department and company objectives * Communicate important and necessary information to Team Members via email, memos, reports and phone calls * Leverage effective partnerships with preferred vendors, corporate IT, and hotel Team Members * Inform senior management of the department’s progress and advise on key issues to facilitate the decision making process

* High School Degree/GED * A minimum of one (1) year of experience in the Hospitality industry or Information Technology experience * Professional experience * It would be advantageous in this position for you to demonstrate the following capabilities and distinctions: * BA/BS Bachelor’s Degree in the Information Technology field * A minimum of five (5) years of experience in Hospitality, Operations, and IT support roles * A minimum of five (5) years of professional experience * In depth knowledge of Microsoft Operating systems * Microsoft or Cisco certification * Experience administering networks in a Windows Server/Workstation environment preferably in an environment with more than fifty (50) nodes and two (2) or more domains. (Applicable Microsoft certifications: MCSA, MCTS or MCITP for Windows Server, MCDST for workstations.) * Knowledge of network infrastructure, including CAT5/6 cabling, wireless networks, network switches, WAN/LAN, domain controller, Active Directory, firewall and VPN applications. (applicable Microsoft network admin certifications (MCSA or MCSE) * Experience with Hospitality related applications and systems: PMS, POS, Keycard, PBX, and Voicemail * Ability to troubleshoot hardware and software problems