• IT Support Manager

    Posted Date 2 weeks ago(6/7/2018 11:38 AM)
    Regular Full-Time
    Property Name
    HHM (HBG)
    44 Hersha Drive Harrisburg Pennsylvania 17102 US
  • Overview

    Opportunity: IT Support Manager

    Manage the IT support function for a growing group of companies in the lodging sector.  The IT support manager leads a small helpdesk team, manages outside IT support services, IT procurement, and project manages IT projects using PMI standards.


    Potential Career Path    

    Director of IT – VP of IT


    Essential Job Functions

    • Manages IT service desk staff and operations that provide in-person and remote support for various IT applications and systems across HHM’s hotel portfolio and corporate offices.
    • Leads development and performance management of IT support team.
    • Leads IT project management using PMI project management standards.
    • Manages and develops operation, capabilities, and reporting of ServiceNow application.
    • Oversees development of IT knowledge base to improve first call resolution and self help.
    • Leads development of IT training programs for IT associates and internal customers.
    • Oversees IT procurement for endpoint devices and printing services.
    • Manages relationships with multiple remote third-party IT support vendors.
    • Frequently meets with hotel and corporate customers to measure service quality and needs.
    • Actively participates in special projects and other duties as assigned.
    • Be available to work outside established schedule as needed to meet critical deadlines.

    Position Requirements

    • 7 years professional IT experience leading IT support teams.
    • Ability to motivate, organize, and develop team members effectively.
    • Must be able to prioritize and handle issues based on severity and necessity.
    • Experience with managing and developing ServiceNow application preferred.
    • Bachelor’s degree in a related field preferred.

    Work Environment and Context

    • Required to sit for extended periods, lift up to 10 pounds, bend, reach, use hands and fingers to operate keyboard.
    • Extended work hours may be required during projects and times of high demand.

    What We Believe


    People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It


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