IT Manager - InterContinental Washington D.C. - The Wharf

About Us 

IHG Hotels & Resorts is one of the largest hotel companies in the world and one of the world’s leading hotel and resort companies with a family of 19 brands. Our purpose – True Hospitality for Good – comes to life in every one of our collections. With luxury and lifestyle, we are taking it to new heights.

Five visionary brands - InterContinental, Regent Hotels, Six Senses, Vignette Collection and Kimpton Hotels - make up our luxury collection. Individually, they are icons. Together, they bring unforgettable and unparalleled experiences to travelers in over 430 hotels and resorts in 100 countries around the world. 

Having recently added a host of incredible properties to our portfolio, we now stand as one of the world’s leading luxury operators. Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests unforgettable and unparalleled experiences. 

About the hotel

A luxurious hotel destination at The Wharf on D.C.’s Waterfront, the InterContinental Washington D.C. – The Wharf in the reimagined Wharf neighborhood brings sophistication to its contemporary style. Perfectly placed on the beautiful Potomac River, InterContinental Washington D.C. – The Wharf enjoys the most incredible waterfront views of D.C. Steps away from America’s political epicenter, the hotel embraces guests with an exquisitely curated resort destination that reignites the river’s edge and a captivating sanctuary in the center of The Wharf neighborhood, paying homage to the maritime and industrial-working heritage of its setting.  Featuring a relaxing seasonal rooftop pool with striking Potomac River views and the indulging full-service spa, The Spa at The Wharf, modern luxury, culture, and a rich history combine in the Wharf neighborhood to create a perfect atmosphere for guests and locals alike.

About the Manager of IT Services position

The Manager IT Services is a leader of a global team of professional employees and key supplier partners who are responsible for providing excellent customer support, troubleshooting and complex issue resolution across multiple IHG technology platforms. The Manager IT Services ensures the team adheres to IT standards and best practices by working cross-functionally with other technology groups across the globe and cascading knowledge within the department. The Manager IT Services provides direction and management to the customer support team by developing processes to allow the team to exercise appropriate solutioning within defined SLAs, standards and guidelines.

Essential Duties and Responsibilities –               

• Manages a global team responsible for assisting customers with complex hardware and software selection, procurement, installation, maintenance, and troubleshooting. This includes the release of software updates, service packs, security patches and antivirus signatures to managed devices.
• Reviews trend data, metrics and presentations on customer support issues and makes recommendation on process improvements to the technology leadership team.
• Provides direction to team members on the development of support documentation (e.g. work aids, process descriptions, checklists, templates, and guides) to assist with process implementation, adoption, and sustained maintenance.  
• Manages the deployment of new services globally to support all aspects of operations
• Monitors trend capacity and availability to help facilitate proactive Problem Management.
• Designs and provides customer support targeted training to educate the team and end users
• Manages the solutioning for technology related issues requiring vendors and 3rd party involvement
• Develops processes to ensure that managed systems availability is in line with agreed SLA’s.
  Ensure Standard Operating Procedures (SOPs) for incident resolution Service Request fulfillment are created and embedded in the team.
• Acts as an escalation point for complex issues that can’t be resolved through reliance upon defined knowledge article(s); and oversees the creation of newly defined knowledge articles after issues are resolved
• Involved in Global Incident Management and Disaster Recovery efforts.
• Collaborates on new IT programs with fellow technology teams to improve performance and customer satisfaction and to ensure infrastructure management activities are performed 
• Actively participates and coordinates team participation in industry groups to stay abreast trends and best practices, with the ability to translate them into recommended solutions.
• Consults with stakeholders and leads work efforts regarding reviewing business implications of recommended customer support process improvements.
• Provides expertise to root cause analysis for customer support improvement opportunities.
• Manages supplier resources and deliverables which will involve interfacing with the supplier's Service Delivery Manager. Supplier oversight includes ticket queue monitoring, SLA ticket tracking, ticket auditing, ticket escalations, metrics dashboard monitoring

What We Need From You

A Bachelor's or Master's Degree in a relevant field of work or an equivalent combination of education and work-related experience.  Typically, a minimum of 10+ years of progressive work related experience with demonstrated proficiency in multiple disciplines, technologies, or processes related to the position.

Technical skills and Knowledge –

• Expert knowledge of supported systems within respective area.
• Expert verbal and written skill communicating with diverse work teams within all levels of an organization to include senior-level management in addition to external stakeholders.
• Expert analytical thinking, planning, organizational, investigation, and time management skills to include summarizing information and clearly identifying key elements, patterns, results or relationships
• Expert understanding of project management principles and processes. 
• Expert reasoning capability. Ability to solve practical problems while dealing with a variety of concrete variables during situations in which only limited standardization exists. 
• Understanding of implications of business requirements on the application(s) with the ability to advise stakeholders and key business partners
• Extensive experience advising, mentoring and leading project teams in customer support improvement initiatives
• Expert awareness and knowledge of market trends, business strategies and technology and their interrelationships
• Technical writing skills are a plus.
• Ability to maintain discretion and confidentiality. 

What you can expect from us

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including impressive room discounts and some of the best training in the business. 

The salary range for this role is $90,000.00 to $105,000.00. This is the lowest to highest pay scale we in good faith believe we would pay for this role at the time of this posting. This rate is only applicable for jobs to be performed in Washington, DC. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs. 

We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401k, and many other benefits to eligible employees.

You can apply for this role through the link below (or through the internal career site if you are a current employee). 

Note: No amount of pay is considered wages or compensation until earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance by always welcoming different backgrounds, experiences, and perspectives. 

IHG Hotels & Resorts gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed