Job Description

Herschend is the world’s largest family-held themed attractions company, with a portfolio of over 40 family entertainment brands across North America, including destinations, resorts, theme parks, water parks, immersive experiences, and content enjoyed by audiences worldwide. 

While each of our family brands offers something unique, all are united by a shared purpose: Bringing Families Closer Together by Creating Memories Worth Repeating®. Our 22,000 passionate hosts make this purpose possible through everyday acts of love and service—what we call Heartspitality®—the intersection of heart and hospitality. 

As an equal-opportunity employer, we strive to provide environments where every host, guest, and partner feels welcome, valued, and loved. We firmly believe that words and actions matter, which is why all individuals are to be treated equally and with respect. For more information, visit www.Herschend.com  

About the Role

The primary function of the IT Operations Manager is to assist the Director of IT Operations with technology rollouts and integrations from the Property Support Center (PSC). The position will also assist property-level IT teams with local initiatives. Typical systems the position will help manage and improve are Microsoft 365, asset inventory systems, point-of-sale systems, and helpdesk management, among others. The IT Operations Manager will also play a pivotal role when new projects are being delivered to properties throughout the enterprise, including travel, setup, training, and product improvement. Additionally, the position will play a pivotal part in creating SOPs for both end users and IT teams throughout the enterprise.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Help configure systems to meet enterprise needs, includng integrating new features and standards
• Create knowledge base articles and SOP’s for both end users and IT members on IT Operations systems
• Ensure technology standards and best practices are met through the enterprise
• Assists IT Property managers with local technology initiatives as needed
• Provide technical support for enterprise on IT Operations systems including problem resolution and enhancement requests
• Manage Microsoft365 environment including Intune, SharePoint, Entra and user administration
• Manage Halo ITSM system including new team onboarding, feature enhancement and reports
• Manage IT Asset inventory system Lansweeper to ensure accurate inventory and reporting
• Collaborate with different departments including information security, infrastructure, application development and others to achieve system optimization
• Assist with projects throughout enterprise including coordination, hardware deployment and training of local IT teams
• Builds rapport with hosts & contractors; records, tracks, and documents help desk request problem-solving process in HaloITSM, including all successful and unsuccessful decisions made and actions taken through to final resolution.

EXPERIENCE & EDUCATION

• Bachelor's degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and relevant work experience.
• Experience administering a Microsoft 365 environment.
• Background in system administration, configuration, and deployment.
• Experience coordinating and executing technology projects and deployments.
• Experience providing onsite and remote technical support in corporate environments.
• Previous work in a Help Desk, customer service, or other fast-paced service-oriented environment.
• Experience managing technology systems across multiple locations.
• Experience with HaloITSM is preferred.
• Experience with BeyondTrust is preferred.
• Ability to travel approximately 5–10% annually.

SKILLS & QUALIFICATIONS

• Working knowledge of Microsoft 365 administration and support.
• Ability to create and maintain knowledge base articles, standard operating procedures (SOPs), and technical documentation.
• Strong troubleshooting and problem-solving skills.
• Excellent customer service and communication skills, with the ability to support both technical and non-technical users.
• Strong organizational skills with the ability to manage multiple priorities and projects simultaneously.
• Ability to work independently while collaborating effectively with cross-functional teams.