IT Manager – Operations Administrator - Hollywood, Florida United States - 17686

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Job #: 17686
Title: IT Manager – Operations Administrator
Job Location: Hollywood, Florida - United States
Employment Type:
Salary: $80,000.00 - $110,000.00 - US Dollars - Yearly
Other Compensation: 10% Bonus Structure
Employer Will Recruit From: Nationwide
Relocation Paid?: NO



The IT Manager – Operations Administrator is responsible for managing and overseeing the IT Operations System and Network Administrators for the Enterprise Systems. He/she monitors and manages the support, incident response and root cause analysis for our Enterprise systems and insures systems meet our SLA standards. This includes the monitoring of applications, network, servers, telecommunications, guest facing computer services and trouble isolation and repair of identified and reported problems. Manages proactive system administration tasks and insures standards in our Active Directory and network systems. Manages service tickets through in-depth analysis, escalation and resource management. The managers’ responsibilities also include scheduling and reporting on key target metrics as well as employee performance feedback and employee development. Works closely with key managers to insure standards are met as well as processes developed.






IT Operations responsibilities:

  • Central IT communications
  • Monitor, Manage, Diagnose, Report, Document
  • Preventive Maintenance
  • Manage the Lab Environment
  • Escalate
  • Gather statistics
  • Performance analysis
  • Capacity checking
  • Incident Management and Critical Incident Management
  • Ticket administration
  • Change control administration
  • Take Help Desk calls and provide Level I/II support and Level III escalation
  • System administration / Network administration
  • Root Cause Analysis

Main Duties and Responsibilities:

  • Managing the daily operations and priorities for the Operations Administrators
  • Maintains the service level agreements and vendor liaison
  • Analysis service tickets and drive time to resolution through resource management and escalation
  • Works closely with the Director of Service Desk as well as VP of IT Operations to train and mentor the team as well as provide a unified direction for the team
  • Provides critical input to the VP of IT Operations regarding information systems facility and data integrity issues.
  • Ensures that Gaming Systems, Hotel Systems, Café Systems, Back of House systems, Corporate Administrations systems, Call center systems and Data Center facilities are operating at optimal performance
  • Ensures that all operational policies and procedures are up-to-date and in compliance with broader company policies
  • Manages and controls activities of the operations administrators department staff
  • Reviews and recommends actions based on detailed reports on trend analysis, capacity planning and overall system health
  • Coordinates change management to ensure that all physical changes occurring on systems are properly managed
  • Strives to provide the best customer service to our end users through an in depth knowledge for their needs and quality IT best practices.
  • Works closely with vendors and contractors to ensure equipment and services procured and installed meet requirements and specifications
  • Supervise, manage and mentor a team of Operations Administrators about shift work, responsibilities, performance and Gaming/Hospitality operations IT best practices.
  • Directs and controls the activities of the administrators on the effective resolution of all user problems, maintenance of standards in respect to hardware level and software version control
  • Ensures that necessary levels of expertise exist and that, where necessary, training is planned for and carried out
  • Provides analysis of all problems and user generated issues to spot trends and facilitate system wide solutions, based on input from Oversees the integrity and stability of all levels of supported problems to ensure timely resolution throughout the organization
  • Facilitates and documents guidelines to perform the functions of the job
  • Opens up problem reporting tickets and accurately uses all problem tracking software systems
  • Adheres to other defined SOPs as requireD


Skills & Experience Requirements:

  • Minimum of eight years experience in the IT industry with the four or more years managing technology for hotels or gaming resorts
  • Managerial experience of at least three years or proven leadership ability preferred
  • Wide range of hardware and software knowledge
  • Specific knowledge of Gaming systems and Hospitality systems highly preferred
  • Ability to think clearly, a logical thought process and above all, the refusal to give up, admit defeat or succumb to adverse and/or difficult circumstances
  • Proven ability to provide strategic technological input to business decisions
  • Proven experience in server/network architecture and operations
  • Proven experience with Gaming systems, POS and Hotel PMS Systems.
  • Strong understanding of Network and System Security
  • Having qualifications such as a MCSE, Help Desk Institute HDM, and or experience with the Information Technology Infrastructure Library ITIL are pluses

Competency Requirements:

High Importance

Essential to position & to executing job responsibilities


Medium Importance

Important, but not critical to executing job responsibilities


  • Build Commitment



  • Motivate Others
  • Empower Others
  • Develop Others
  • Manage Performance of Others
  • Build Teams



  • Results Oriented
  • Manage Own Performance
  • Influence
  • Creative
  • Quality Oriented



  • Team Player
  • Customer Focused
  • Self Aware
  • Build Relationships
  • Facilitation
  • Foster Communication
  • Cross-cultural Sensitivity



  • Sincere
  • Dependability
  • Self Development
  • Manage Stress
  • Make Sound Decisions
  • Analytical Thinking


  • Lead with Purpose & Vision
  • Think & Act Strategically
  • Entrepreneurial
  • Manage Change



  • Selection & Interviewing



  • Demonstrate Initiative
  • Adaptable



  • Manage Conflict





Key Success Factors:

  • SOPs are well understood and universally practiced throughout the organization
  • Operation checklists are well understood and followed by the staff
  • Customer service expectations are well understood among the staff
  • Quality initiatives and checkpoints are an integral part of operations environment
  • SLAs are met and constantly improved for optimal performance
  • Adverse impact on the service and business as a whole is minimal
  • Working relationship with the user communities is solid
  • Department & team moral is good
  • Staff is highly motivated and continuously educated
  • Is reliable, dependable and prompt