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Technical Support Manager

Company: Pebble Beach Resorts
Location: Pebble Beach
Posted on: June 9, 2021

Job Description:

Company Background:

For over a century, friends and family, celebrities and athletes, world travelers and locals alike, have all flocked to Pebble Beach Resorts. This stunning slice of Californias Monterey Peninsula is a wondrous place that we are proud to share. Pebble Beach Company, headquartered in Pebble Beach, California, owns and operates the world-famous Pebble Beach Resorts, including The Lodge at Pebble Beach, The Inn at Spanish Bay and Casa Palmero at Pebble Beach. The company also operates five renowned golf courses: Pebble Beach Golf Links, Spyglass Hill Golf Course, The Links at Spanish Bay, The Hay, and Del Monte Golf Course.

Its other famed properties include scenic 17-Mile Drive, The Spa at Pebble Beach, Pebble Beach Golf Academy & Practice Facility, and Pebble Beach Equestrian Center. It annually hosts premier events such as the Pebble Beach Concours dElegance, AT&T Pebble Beach Pro-Am, TaylorMade Pebble Beach Invitational presented by DELL Technologies, Pebble Beach Food & Wine, and PURE Insurance Championship Impacting The First Tee. Pebble Beach Golf Links has hosted six U.S. Opens, five U.S. Amateurs, one PGA Championship and numerous other tournaments.

Job Summary:

Manage the IT Technical Support team to deliver World Class Service for the Pebble Beach Company. The Technical Support team is responsible for the installation, maintenance, repair, upgrade, and support of all company laptops, desktop computers, mobile devices, printers, POS and related equipment/software. This team also supports all aspects of Resort Operations including our luxury properties, unparalleled golf courses, fine dining and retail stores.

Essential Duties & Responsibilities:

  • Set standards, excel and deliver World Class Service. Be an advocate for the employees, guests, and visitors.
  • Regularly exercise independent judgment and make administrative decisions based upon knowledge of the companys organization, policies and values.
  • Lead the Technical Support team. Assist with technical problem solving as escalated by the team.
  • Partner with Infrastructure and Business Applications teams to solve issues.
  • Supervise to completion all IT Requests assigned to Tech Support team including analyzing, prioritizing, and delegating incoming requests.
  • Regularly exercise independent judgment and make decisions based upon knowledge of the companys organization, policies and core values.
  • Take ownership to ensure completion all IT requests regardless if escalated to another team member on the Technology team. Analyze, prioritize, delegate and assign incoming requests.
  • Attend weekly staff meetings and submit updated weekly status reports on projects as assigned.
  • Lead help desk support including ticketing system to achieve service level agreements. Monitor customer surveys to ensure SLA. Regularly report out statistics and use ITIL practices to continuously improve.
  • Develop, document and maintain an inventory of all PCs, printers and related equipment. Ensure smooth remote group check-ins and equipment deployments for all Pebble Beach Company special events.
  • Provide input to recommendations of other Technology software and hardware. Have a passion for technology solutions.
  • Coach and mentor the technical support team in its use of technology. Be proficient in technology enough to make good investments and tradeoffs.
  • Diagnose and correct software problems, including user errors, configurations errors, and bugs.
  • Complete projects according to timeline and within budget.
  • Manage the distribution and installation of new software/updates for all company PCs and related systems in tandem with the rest of the technology team.
  • Research, analyze and recommend new hardware/software configurations for desktop PCs. Manage and recommend budget for employee technology.
  • Provide 24x7 support service as dictated by department schedule.
  • Comply with all Pebble Beach Company safety and health policies and procedures.

Other Responsibilities:

  • Stay current with technology, PC hardware and software technology trends.
  • Work collaboratively with applications and infrastructure teams to help deliver operational efficiency to the resort.

Qualifications:

  • College degree in technology related field is required.
  • Excellent analytical skills.
  • At least 5 years of PC software and hardware maintenance.
  • Prefer 2 years of management experience leading technical support and/or teams.
  • Strong problem-solving skills and proven record of deductive reasoning.
  • Technical acumen and knowledge of computers, software, hardware, devices and technology.
  • History of successful project management and implementations.
  • Self-motivated, independent learner and team player.
  • Have a helpful and a can-do attitude.
  • Use creativity to figure out how to improve peoples work by using technology.

Why work for us:

  • Enjoy world-class health and wellness benefits after the 90th day of employment. Comprehensive health and life insurance allow you peace of mind. Our state of the art Health and Wellness Center provides employees with unlimited access to a physician and medical team to tend to you and your familys health needs free of cost.
  • We encourage YOU to be our guest. When you work for Pebble Beach Company, we encourage you to experience what our guests experience at a 30% discount in all our amazing restaurants, retail and spa.
  • Golf on the greatest courses. Even if you dont golf, youll quickly become the most popular member of the family and your circle of friends with our amazing employee golf benefits.
  • Grow your career with Pebble Beach University. We understand the need and desire to continually grow and develop, and we provide opportunities for ongoing learning through our Pebble Beach University training programs.
  • Lunch is on us. Enjoy a meal in our Employee Dining Room for every shift you work.

COVID UPDATE: All employees agree the health and safety of our team and guests is our number one priority. All employees will be required to submit to a temperature test and health survey process daily, prior to the beginning of their shifts. Employees agree to complete a comprehensive training program that outlines new standards on COVID-19 safety and sanitization protocols before the beginning of the employees first scheduled shift. Employees must commit to wearing their required departmental Personal Protective Equipment (PPE) during their shifts and to adhere to social distancing protocols, as well as all PBC health and sanitation guidelines.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Keywords: Pebble Beach Resorts, Salinas , Technical Support Manager, Other , Pebble Beach, California

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