Deer Valley Resort Hiring for Senior IT Operations Manager – Year Round at Salt Lake City, Utah Full Time

Please note, this position is located at Deer Valley Resort in Park City, UT.
Description
POSITION SUMMARY

Deer Valley is hiring for a Senior IT Operations Manager. Desirable candidates will have led teams comprised of support staff and have direct experience supporting end users. If you have tech support management experience, and like to ski and/or mountain bike, this role is for you.

The Senior IT Operations Manager will oversee members of the Deer Valley’s IT team; all of whom are responsible for supporting end users and systems. The Senior IT Operations Manager will play a prominent role at the resort, interacting with end users in all business units to ensure their technical support requests are met on time and handled in a professional manner. The position will act an escalation point for difficult users or issues where resolution is not immediate. In the latter case, if the issue cannot be solved locally, the role is responsible for escalating the request to the appropriate division within Alterra’s Enterprise IT organization and following the incident through resolution.

The position’s primary responsibility is oversight of the resort’s helpdesk and supervision of the team responsible for answering helpdesk requests. Additionally, the role is responsible for ensuring Deer Valley’s mission critical systems perform reliably and users of these systems – back office and frontline staff – operate as efficiently as possible.

The ideal candidate will have earned their stripes supporting end users and will possess some management experience over technical staff. Candidates must come with an appetite to learn, a willingness to listen, and recognize they are part of a larger organization called Alterra Mountain Company. Preference will be given to candidates with experience administering and supporting Point of Sale (POS) systems. This role will be responsible for infrastructure scattered across three base areas, several on-mountain restaurants, and other business locations.

TYPICAL DAY

Deer Valley operates as a ski resort during the winter months and opens for lift served mountain biking during the summer. Due to this seasonality, the typical day is also seasonal.

Most winter days (November – March) will be spent ensuring IT operations run smoothly, preparing the resort for operations and monitoring / prioritizing incoming helpdesk tickets. In the off-season and through summer (April – October), the typical day still includes user support, but focus will shift to helping with different technical initiatives. These projects will be broad is scope, ranging from migrating to Common Core systems, assisting with Cyber Security, as well as the design and maintenance of Deer Valley’s LAN and on-premises infrastructure.

Management of Deer Valley’s technical support team

• Oversight of staff members in a way that creates a positive culture
• Responsible for performance reviews and career growth plans of local personnel
• Lead staff to meet internal SLAs, prioritizes helpdesk tickets accordingly
• Serve as an escalation point for complex issues and challenging users
• Act as a disciplinary when necessary
• Participate and contribute to the resort’s weekly IT team meeting
• Daily IT operations and support:
• User onboarding / offboarding – management of accounts through local AD
• Ensure Azure AD Federation is functional – troubleshooting password synch and MFA
• M365 for user email and distribution list management
• Create and remove stale accounts in AD and local POS systems
• Perform user reviews around access control and RBAC in local POS systems
• Group Policy – edit and author GPOs for user access and software deployment
• Source, procure, and deploy new user hardware – laptop and desktop computers
• Proactively react and respond to network monitoring alerts
• Oversight of resort’s L2 LAN – wired and wireless networks
• Work with Senior Telecom Manager and Systems Engineer when necessary
• Establish working relationships with Alterra’s OneIT Enterprise Teams:
• ENT – Network: all L3 issues, SD-WAN, and firewall support – perimeter and virtual
• ENT – Systems: end user issues, application specific support, and resort’s vCenter
• ENT – Database: assist with backups, maintenance plans, upgrades
• ENT – Security: help with PCI compliance, EDR, and malware avoidance initiatives
• Help create and manage the resort’s annual IT budget
• Work with Regional IT Director to identify and prioritize resort’s capital expense projects

This job description is an overview of the scope of responsibilities and is not intended to be an inclusive list of job tasks and expectations. With the evolution of this resort and position, the responsibilities of the position may change

Education

• High School diploma or equivalent required
• Degree in CS/IS/IT or other related discipline desired; equivalent work experience or combination of education and experience will be considered

Have a basic understanding of ski resort operations

• Have 4 – 5 years professional experience in the field of IT, user or system support
• Have 2 – 3 years of technical management experience; supervision of support teams

Requirements

• A valid Utah Driver’s License is required. May also be required to obtain a license or specific training for off-road vehicles or snow machines
• Ability to ski at an intermediate level required

Qualifications

The ideal candidate will be a self-starter with a positive attitude.

Additionally, to be successful in this role, the ideal candidate will need to build trusting relationships with different Business Units and their leaders. We want an individual who can help elevate the front-line user experience through technology and to do this, they need to understand how different departments operate. For example: attend monthly department meetings to learn about ongoing challenges.

All candidates must be passionate about IT and actively seeking to expand knowledge.

Competencies

• Effective communication skills, oral and written
• Natural leadership
• This position requires ample patience, as you are dealing with users who may be having immediate software difficulties
• Ability to work well under pressure and tight deadlines
• Attention to detail and high standards of quality
• Strong analytical skills for trouble-shooting complex software applications
• Ability to work effectively as an individual and as part of a team
• Strong organizational and self-prioritization skills
• Strong sense of customer service and safety awareness
• Able to understand and follow verbal and written instructions
• Punctual, able to report at scheduled start time

TRAVEL REQUIREMENTS

• Most work will be performed from Deer Valley (Park City), UT. However, the position may be required to travel from time to time (bi-annually) for meetings and seminars

PHYSICAL DEMANDS AND WORKING CONDITIONS

• This position may be required to work evenings, weekends, and holidays, as well as occasional afterhours and on-call duties
• Ability to work in a mountain setting in a cold weather environment
• Have a neat & clean appearance in compliance with the company grooming standards

OTHER DUTIES AS ASSIGNED

This position description is an overview of the scope of responsibilities for the role described above. With the evolution of Deer Valley, the responsibilities of this position may change as may the dates associated with many of the tasks. During these times of change, this position requires the flexibility and willingness to accept new responsibilities and potentially transfer others. It will also be the responsibility of any employee of Deer Valley to be a positive influence on the transformation of the resort and its associated lines of business.

Requirements