IT Service Deliver Manager

Wincome Hospitality is a privately held hospitality investment, development, and management firm headquartered in Orange County, California. We manage a portfolio of proven luxury-branded hotels, an independent boutique hotel, a commercial office building, conference centers, and dining venues. Our

We are seeking an experienced and service-oriented IT Service Delivery Manager to lead our team of three IT Analysts in supporting hotel operations, the corporate home office, and our technology infrastructure. This role is responsible for overseeing day-to-day IT support, delivering high-quality end-user services via Freshservice, and ensuring operational excellence across multiple hotel and office environments.

Key Responsibilities:

• Lead & Manage: Supervise, mentor, and grow a team of 3 IT Analysts. Foster a culture of accountability, continuous improvement, and professional development.
• Service Delivery: Oversee IT support operations using Freshservice to ensure timely resolution of incidents and service requests. Maintain high levels of customer satisfaction through metric-driven performance.
• Systems Support:Provide hands-on support for critical hospitality systems, including:
  • Property Management Systems (PMS)
  • Point-of-Sale (POS) Systems
  • Windows 11 Pro endpoints
  • Microsoft 365 (Exchange Online, OneDrive, SharePoint, Teams, Intune,
    Defender for Endpoint)
• Infrastructure Support: Maintain and support Meraki firewall and Wi-Fi networks across all properties.
• 24/7 Operations: Flexibility to work nights and weekends to support around-the-clock hotel operations as needed.
• Project Support: Partner with the Corporate Director of IT on projects, planning, and department performance initiatives.
• Business Alignment: Ensure IT operations align with business objectives.
  Demonstrate a strong understanding of hospitality industry dynamics and user expectations.
• Customer Service: Deliver professional, white-glove support to internal employees and guests. Operate effectively in a formal, business-oriented environment.
• Confidentiality: Handle sensitive business and guest information with discretion and integrity
• Windows 11 Pro endpoints
• Microsoft 365 (Exchange Online, OneDrive, SharePoint, Teams, Intune,
  Defender for Endpoint)
• Infrastructure Support: Maintain and support Meraki firewall and Wi-Fi networks across all properties.
• 24/7 Operations: Flexibility to work nights and weekends to support around-the-clock hotel operations as needed.
• Project Support: Partner with the Corporate Director of IT on projects, planning, and department performance initiatives.
• Business Alignment: Ensure IT operations align with business objectives.
  Demonstrate a strong understanding of hospitality industry dynamics and user expectations.
• Customer Service: Deliver professional, white-glove support to internal employees and guests. Operate effectively in a formal, business-oriented environment.
• Confidentiality: Handle sensitive business and guest information with discretion and integrity.
• Windows 11 Pro endpoints
• Microsoft 365 (Exchange Online, OneDrive, SharePoint, Teams, Intune,
  Defender for Endpoint)
• Infrastructure Support: Maintain and support Meraki firewall and Wi-Fi networks across all properties.
• 24/7 Operations: Flexibility to work nights and weekends to support around-the-clock hotel operations as needed.
• Project Support: Partner with the Corporate Director of IT on projects, planning, and department performance initiatives.
• Business Alignment: Ensure IT operations align with business objectives.
  Demonstrate a strong understanding of hospitality industry dynamics and user expectations.
• Customer Service: Deliver professional, white-glove support to internal employees and guests. Operate effectively in a formal, business-oriented environment.
• Confidentiality: Handle sensitive business and guest information with discretion and integrity.

Requirements:

• 5 years in IT service delivery or help desk leadership roles
• Proven experience managing and mentoring small IT teams
• Familiarity with hospitality IT systems (PMS, POS, guest Wi-Fi)
• Hands-on experience with Microsoft 365 administration (especially Intune,
  Defender, Exchange Online)
• Experience with Meraki firewalls and wireless infrastructure
• Strong knowledge of service management platforms like Freshservice
• Ability to analyze support metrics and improve team performance
• Business-savvy with excellent communication skills
• Commitment to delivering outstanding customer service
• Willingness to work nights/weekends as part of a rotating on-call schedule

Preferred Qualifications:

• IT Certifications such as CompTIA A /Network /Security , Microsoft 365, or ITIL
• Experience in hospitality, hotel, or guest services IT environments
• Prior experience supporting 24/7 operations

Benefits:

At Wincome Hospitality, we believe in taking care of our associates. We offer a comprehensive and competitive benefits package that includes:

• Competitive Pay
• Generous 401(k) Retirement Plan
• Paid Time Off (PTO)
• Health Insurance
• Vision Plan
• Dental Plan
• Life Insurance
• Worldwide Associate Hotel Discounts at participating properties