Director of IT Support Services

The Opportunity 

Delaware North is hiring a Director of IT Support Services to join our team in Buffalo, New York. As the Director of IT Support Services, you will be responsible for overseeing the internal service desk operations at our headquarters and managing our managed service provider relationships for our Global Service Desk operations. If you are passionate about hospitality and seek complex, stimulating work leading high-performing teams, apply now. 

Pay

Minimum – Anticipated Maximum Base Salary: $121700 - $164300 / year

In addition to base salary, we offer an annual bonus plan based on company and individual performance, or a role-based, uncapped sales incentive plan. The advertised pay range represents what we believe at the time of this job posting, that we would be willing to pay for this position. Only in special circumstances, where a candidate has education, training, or experience that far exceeds the requirements for the position, would we consider paying higher than the stated range. Information on our comprehensive benefits package can be found at https://careers.delawarenorth.com/whatweoffer.

Benefits 

At Delaware North, we care about our team members' personal and professional journeys. These are just some of the benefits we offer: 

• Medical, dental, and vision insurance
• 401(k) with up to 4% company match 
• Annual performance bonus based on level, as well as individual, company, and location performance
• Paid vacation days and holidays
• Paid parental bonding leave
• Tuition and/or professional certification reimbursement
• Generous friends-and-family discounts at many of our hotels and resorts

Responsibilities 

• Manage and mentor the IT support team, ensuring high performance, professional development, and efficient help desk operations, including AV support in venues and conference rooms 
• Develop and implement strategies to meet or exceed SLAs, enhance guest satisfaction, and continuously improve IT support processes, tools, and technologies 
• Create and communicate key performance indicators to track team growth and success, analyzing performance data to identify trends, areas for improvement, and opportunities for innovation 
• Oversee incident tracking, problem management, and root cause analysis to prevent future incidents, improve service reliability, and develop proactive measures for risk mitigation and business continuity 
• Continuously improve the guest-facing experience by implementing best practices, gathering feedback, addressing user concerns promptly, and streamlining team member onboarding and offboarding to ensure smooth transitions 

Qualifications 

• Bachelor's degree in information technology, computer science, or a related field; master’s degree preferred 
• Minimum of 10 years of experience in IT support or IT operations, with at least 5 years in a leadership role 
• Proven track record of managing and leading large global IT service desk teams in a complex, fast-paced environment, or equivalent experience 
• IT project management experience preferred 
• Experience with IT service management frameworks and tools such as ITIL and ServiceNow  
• Strong knowledge of IT infrastructure, applications, and security best practices. 
• Knowledge of hospitality or food and beverage industries preferred 

Who We Are 

At Delaware North, you’ll love where you work, who you work with, and how your day unfolds. Whether it’s in sporting venues, casinos, airports, national parks, iconic hotels, or premier restaurants, there’s no telling where your career can ultimately take you. We empower you to do great work in a company with 100 years of success, stability and growth. If you have drive and enjoy the thrill of making things happen - share our vision and grow with us.

Delaware North Companies, Incorporated and its subsidiaries consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status. Delaware North is an equal opportunity employer.