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IT Support Manager

Company: Marriott Vacations Worldwide
Location: Honolulu
Posted on: June 7, 2021

Job Description:

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

Job Purpose: Responsible for directing the day-to-day activities of the IT Service Desk Department and its analysts, ensuring performance standards and service levels are met.

Job Responsibilities:

  1. Oversee Help Desk Department. Ability to manage and prioritize IT Service Desk requests and assign to staff. Responsible for mentoring Help Desk staff when needed. Ability to track and measure Help Desk efficiencies, monitor call volume, and staff reporting.

  2. Ensures that all corporate policies and procedures are performed.

  3. Work closely with management to assess department needs and determine if overall goal integrates with current applications and systems.

  4. Ensure approved projects, systems, installations, implementations and changes are completed on time and on budget.

  5. Assist with the management of contracts and negotiations.

  6. Must be able to multi-task and set priorities. When internal demands conflict with client demands, must be able to handle the stress and prioritize.

  7. Ensure all PCI, Security and Network Corporate policies and procedures are followed.

  8. Provide support resources for all Property and Corporate Installations, Projects and Maintenance.

  9. Communicate effectively with other management and business departments, vendors, suppliers, and staff members.

  10. Oversee User Equipment Receiving, inventory, installation and deployment. 11. Excellent writing and organizational skills.

  11. Assist AVP in annual operating and capital budget.

  12. Ensures department is well informed, at all times, of changes and events within the company.

  13. Handles personnel situations directly, using appropriate discretion, HR advice, and respect for the individual.

  14. Manage specific business applications and systems as assigned.

  15. Participates in all programs and enforces all policies relating to performance evaluations and career development planning.

  16. Staff evaluations

  17. Maintains a high level of knowledge of company's strategic vision and goals. Keeps abreast of technology trend and how to apply new technologies. 19. Communicate to AVP on a regular basis updates on projects, issues, and daily operations.

  18. Travel to property location as required affecting ITS implementation and/or upgrades. Provide mentoring and training.

  19. Work with ITS management team to identify new technologies and determine if they align with ITS initiatives.

  20. Troubleshoot basic application/system problems and work with internal/external support to resolve.

  21. On call rotation.

  22. Perform other duties as assigned.

Job Qualifications:


High school diploma or equivalent experience. Four year degree.

Experience 5 or more years' experience in IT. Significant hospitality or travel industry experience.


Valid Drivers' license.


Must be able to travel by vehicles and/or airplanes as necessary.

Management Activities:

  • Interview, select and train employees
  • Set and adjust their rates of pay and hours of work
  • Direct the work of employees
  • Appraise employees productivity and efficiency for the purpose of recommending promotions or other changes in status
  • Handle employee complaints
  • Discipline employees
  • Plan the work
  • Determine the techniques to be used
  • Apportion the work among the employees
  • Determine the type of materials, supplies, machinery, equipment or tools to be used or merchandise to be bought, stocked and sold
  • Control the flow and distribution of materials or merchandise and supplies
  • Provide for the safety and security of the employees or the property
  • Customarily and regularly direct the work of at least 2 or more full-time employees or their equivalent (1 full-time employee at 40 and 2 half-time employees at 20 hours each, are equivalent to 2 full-time employees).
  • Authority to hire or fire other employees, or make suggestions and recommendations as to the hiring, firing, advancement, promotion or any other change of status of other employees.

Discretion & Independent Judgment:

Does this position have authority to formulate, affect, interpret, or implement management policies or operating practices? Yes, must maintain and enforce the computer use policy. Must interpret other management policies and how they affect employees.

Does this position have authority to commit the employer in matters that have significant financial impact? Yes, ensuring the integrity and protection of company and guest data has a huge financial impact to the company.

Does this position have authority to waive or deviate from established policies and procedures without prior approval? No

Does this position have authority to negotiate and bind the company on significant matters? No

Is this position involved in planning long or short-term business objectives? Yes, involved in planning the technology vision to meet the business objectives.

Does this position represent the company in handling complaints, arbitrating disputes or resolving grievances? Yes, for company employees as it related to internal IT service and for vendors as it relates to service contracts.

Does this position have authority to make an independent choice, free from immediate direction or supervision or make decisions or recommendations that may occasionally be reviewed, revised or reversed? Yes, to ensure confidentiality and reliability of corporate data, proprietary information and intellectual property.

Physical Requirements:

Ability to speak and hear. Close and distance vision. Continual use of manual dexterity and gross motor skills with frequent use of bi-manual dexterity and fine motor skills.

Additional physical and visual requirements

  • Identify and distinguish colors
  • Frequent sitting
  • Stand for long periods of time
  • Walk extended distances
  • Lift/carry up to 5 lbs.
  • Lift/carry 6-25 lbs.
  • Lift/carry 26-50 lbs.
  • Lift/carry over 50 lbs.
  • Reach hands and arms in any direction
  • Kneel and/or stoop repeatedly
  • Able to grasp, lift and carry items weighing up to 40 lbs from ground to waist level.
  • Able to push/pull a cleaning cart weighing up to 200 lbs to and from the housekeeping station to each guest room.

Working Conditions:

  • Work in normal office conditions and in close proximity to others
  • Near moving or mechanical parts
  • Near loud noises
  • Work in cramped or confined space(s)
  • In areas of strong vibration
  • Dusty conditions
  • Other: Work in air condition and/or non-air condition areas

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture

Keywords: Marriott Vacations Worldwide, Honolulu , IT Support Manager, Other , Honolulu, Hawaii

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