What are the responsibilities and job description for the IT Service Manager position at Powder Mountain Resort?
Description
Powder is a year-round resort and real estate development project nestled throughout 12,000 acres in the Wasatch Mountains of Northern Utah. We are striving to be the premier place of being and doing, a destination that fuses outdoor recreation with a cultural and hospitality program that connects visitors with a deeper sense of self and purpose. Our core values come to life in a unique and natural setting of unparalleled beauty.
We’re looking for Big-Hearted Champions Who Pick Up the Trash. If you’re a passionate, caring team player who strives for excellence—and always tries to do the right thing, even when no one is watching—you’ll fit right in at Powder.
We Are:
Big Hearted - Passion, Caring & Warm, Joyful, Generous
Champions - Team - Not Family, Intolerant of Mediocrity, Tenacious, Seeks Feedback
Who Pick Up the Trash - Does What is Best for Powder and Our Guests, Resourceful, Selfless
Our Commitment to Equality:
Together we are one team, not an "us vs. them" mentality. We are focused on being a progressive employer with pay equity, inclusion, while building diverse teams.
Job Summary:
Powder Mountain is looking for a strategic and results-driven IT Service Manager to lead our IT Service Desk and field support operations. This pivotal role is responsible for ensuring exceptional end-user IT service delivery, driving process improvements, and managing the full lifecycle of support technologies. As a visible leader within the IT team, you will champion a culture of excellence, mentor a talented support staff, and collaborate across departments to ensure seamless, high-quality IT services that support the unique needs of a world-class, year-round mountain resort. This role is full-time year round and expected to work at least 3 days a week on-site.
Perks of Joining Our Big-Hearted Champions:
- Health, Vision, Dental Benefits
- 401K Plan and company match
- Employee Assistance Program
- Generous Paid Time Off
- Company provided Life Insurance & Short-Term Disability
- Seasonal Ski & Summer Passes for self, self & dependents Buddy Vouchers
- Life Style Spending Account
- Education Assistance
- UTA Ski Bus Pass and Employee Shuttle Service
- Powder Mountain Retail/Rental Discount and On-Mountain F&B Discounts
- Powder Mountain Snowsports School Discounted Lessons
- Access to Expertvoice.com, Outdoorly.com, Outdoor Prolink and partner discounts.
- Powder Mountain on-snow uniform for specific roles.
- Free On-site Gourmet Employee Lunches
- Flexible and Hybrid Workplace Environment
- New Modern Office with Indoor/Outdoor Meeting Spaces
Requirements
Key Responsibilities
Leadership & Team Development
- Lead, mentor, and manage the IT Service Desk and field support teams to deliver outstanding service and user experience.
- Cultivate a high-performing, customer-focused support culture with a commitment to continuous improvement.
- Plan for and manage staffing needs based on seasonal fluctuations and resort operations.
Service Delivery & Process Improvement
- Develop, implement, and continuously optimize IT support processes, policies, and performance metrics (KPIs/SLAs).
- Drive proactive problem resolution and champion industry best practices in IT service management.
- Oversee application support and ensure systems are operating efficiently to meet user needs.
Operations & Resource Management
- Manage IT equipment procurement, deployment, and lifecycle processes.
- Maintain IT support-related budgets and manage vendor relationships effectively.
- Ensure alignment of IT services with the resort’s operational goals and user expectations.
Cross-Functional Collaboration
- Build and maintain strong working relationships with internal departments to understand and support business needs.
- Work closely with other IT teams to deliver cohesive and scalable technology solutions.
Qualifications:
- 6 years progressive IT support experience with leadership roles.
- Proven success in improving IT Service Desk operations.
- Excellent technical, communication, and leadership skills.
- Experience in managing IT budgets and vendors.
- Ski Resort/Hospitality experience (preferred).
- Ability to work flexible hours during peak season.
- Comfortable working primarily onsite in Eden, UT, with hybrid flexibility.
