Description

Cloud5 is the leading communications technology and services provider to customer- centric brands across the Americas. The company’s fast, reliable Internet solutions and flexible voice systems enhance the guest experience and resident satisfaction at more than 5,000 hotels, MDUs, and commercial facilities. Cloud5’s award-winning Contact Center combines innovation with skilled, highly tenured agents to deliver sales and service that add value across any channel. The company’s 24/7 Managed Services Division provides outsourced technical strategy, management and monitoring to help customers control operating costs and free up internal resources.

Cloud5 is a leading provider of High-Speed Internet, CloudPBX, and Contact Center solutions for the Hospitality Industry. Cloud5 is currently launching a new initiative to provide Managed Services (desktop, server and POS endpoint management) to their hotel customers. The IT Director, Managed Services will work with Cloud5’s deep technology team to grow our Managed Services technology platform, including RMM and patch management tools, cloud-based backup, antivirus, and endpoint protection. This position is the lead technologist in the MSP division, leading efforts to standardize environments, automate patching and apply security remediations across a wide variety of customer platforms. They will lead the design of resilient IT solution that is reliably managed at scale with limited hands-on interaction.

This role demands in-depth knowledge of IT Solutioning in the hospitality industry and its unique technological requirements. The ideal candidate is expected to utilize the management and ticketing systems to identify recurring trends and recommend and implement improvements. This position also serves as a senior troubleshooting resource for exceptional technology-related issues; this is a hands-on technology leadership role. 

KEY RESPONSIBILITIES: 

• Systems Management: Monitor and maintain the IT infrastructure, including servers, networks, hardware, software, and other related systems to ensure minimal downtime and high performance. 

• Solution Design and Implementation: Collaborate with IT teams and stakeholders to design, implement, and manage IT infrastructure projects that align with the business needs of the hospitality industry. 

• Design and implement resilient, manageable technology platforms that offer backup and business continuity solutions. 

• Problem Resolution: Troubleshoot, diagnose, and resolve infrastructure issues in a timely manner to minimize disruptions to hotel operations and guest experience. 

• Continuous Improvement: Recommend and implement improvements to existing IT infrastructure based on industry best practices and emerging technologies. 

• Security: Manage the vendor relationship with third party SOC providers to mitigate security vulnerabilities in client systems. 

• Ensure the security of all IT systems by implementing and maintaining security protocols, conducting regular security audits, and remediating all security vulnerabilities. 

• Product Consulting: Evaluate, select and negotiate pricing for best of breed software tools to support MSP division. 

• Vendor Management: Liaise with vendors, especially off-shore infrastructure service providers to deliver patch management and vulnerability remediation. The individual must insure optimal performance and cost-efficiency of systems and services. 

• Documentation: Maintain up-to-date documentation of infrastructure designs, configurations, and changes. 

• Capacity Planning: Monitor system performance and plan infrastructure upgrades and expansions to meet future demands. 

• Collaboration: Work closely with other IT professionals and departments to ensure cohesive integration of systems and policies. 

• Training and Support: Provide guidance and training to staff on IT-related best practices, policies, and procedures. Assist in drafting technical training materials where needed. 

Qualifications

QUALIFICATIONS: 

• Bachelor’s Degree in Information Technology, Computer Science, or a related field. 

• Experience managing a IT service management Or MSP group

• Minimum of 10 years of experience in IT infrastructure management, preferably within the hospitality industry. 

• Ability to communicate technical strategy and vision to internal and external clients 

• Strong understanding of IT infrastructure components, including:
  Windows Server administration 
  Active Directory
  Microsoft Azure 
  Rapid7
  VMWare Administration and resource optimization 
  Strong experience in Automated Patch Management
  Familiarity with cybersecurity best practices. 
  Remediating known Server and Workstation Vulnerabilities 
  Knowledge of Networking, including switch/router administration 

• Deep experience with RMM and patch management environments such as ConnectWise, SolarWinds or ManageEngine (ConnectWise preferred). 

Desired Qualifications:

• Knowledge of hospitality-specific software and systems is a plus. 

• Scripting experience in powershell or similar environment is a plus. 

• Strong problem-solving skills and ability to work under pressure. 

• Industry Certifications such as Microsoft Certified: Azure Solutions Architect Expert, or Cisco Certified Network Associate (CCNA) are advantageous. 

PHYSICAL DEMANDS / REQUIREMENTS: 

• Ability to sit or stand for extended periods of time to perform work on a PC. Ability to communicate with others effectively to gather information and develop detailed proposals. Ability to create reports on a PC. 

DESCRIPTION OF WORK ENVIRONMENT: 

• Generally, works in an office environment but is occasionally required to perform job duties outside of the typical office setting. Evening, overnight, and weekend work may be required at times. Travel is up to 25% at times. 

It is the policy of Cloud5, as an equal opportunity/affirmative action employer, to hire the best qualified people available without regard to race, creed, color, sex, sexual orientation, marital status, age, national origin or ancestry, religion, status with regard to public assistance, order of protection status, disability, or veteran status.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance