Job Description

Job Summary
As an IT/AV Supervisor, you will be responsible for the operational coordination, oversight, and performance management of all Information Technology and Audio-Visual services across Celebration Key. In this role, you will serve as the central operational leadership point for both IT and AV teams, ensuring the consistent delivery, prioritization, and execution of all technology and audio-visual services that support business operations, guest experience, and departmental functions.

Your responsibilities will include, but are not limited to, overseeing daily IT and AV operations, coordinating service requests and incident response activities, monitoring system performance, managing workload distribution, supporting scheduling and staffing coverage, producing operational reports, and ensuring adherence to established service standards and procedures. You will be expected to review and analyze operational data, identify service trends and risks, and provide recommendations for process improvements and operational enhancements.

In addition, you will provide leadership guidance to Lead IT Technicians and Lead AV Technicians, conduct regular performance check-in meetings, support coaching and development of technical staff, and administer progressive disciplinary actions when required in alignment with company policies. You will also serve as the primary escalation point for operational issues and work closely with the IT/AV Managers, vendors, and departmental stakeholders to ensure alignment between technical execution and business priorities.

As operational and business requirements evolve, you may also be assigned additional responsibilities necessary to maintain the effective coordination, oversight, and delivery of IT and AV services throughout Celebration Key.

Key Accountabilities/Job Functions

1. Systems & Hardware Maintenance 

• Repair, install, and maintain computers, laptops, and audio/visual equipment
• Monitor computer hardware (HDD, laptops, printers, etc.) to ensure optimal performance
• Install and manage workstations with computers and peripheral devices such as routers and printers
• Schedule and perform upgrades and maintenance without interrupting operations

• Keep records and logs of repairs, fixes, and maintenance schedules

2. Security & Network Operations 

• Repair, install, and maintain security systems including CCTV cameras
• Build and maintain local networks to optimize performance
• Oversee security and privacy of networks and computer systems
• Report network interruptions and server outages
• Develop and maintain preventive measures to minimize internet-related interruptions

3. User Support & Training 

• Assist employees with technology-related issues
• Detect, diagnose, and troubleshoot hardware and software problems
• Support users on operating new software and computer equipment
• Monitor and respond to support requests, documenting all processes
• Oversee and train IT Technicians in day-to-day operations

4. Administration & Operations 

• Maintain inventory of department supplies and monitor par levels for reordering
• Troubleshoot system errors and failures
• Install and configure appropriate software and functions according to specifications
• Be on call for property-wide maintenance needs
• Assist with any other duties assigned by management

Perform other duties as assigned.

Adheres to Corporate Policies and Procedures, including Code of Conduct, Audit Procedures and any control related responsibility for financial data entered, stored, or reported via business systems within employee’s control (list not exhaustive). 

Ongoing Obligation

Knowledge, Skills & Abilities needed

• Ability to adhere to the company’s standards regarding dress and appearance.
• Ability to maintain confidentiality and data protection standards when handling vendor financial or business documents
• Ability to work collaboratively in a team-oriented environment as necessary.
• Strong organizational and time-management skills, with the ability to multitask effectively. 
• Excellent written and verbal communication and interpersonal skills.
• Proficiency in Microsoft Office Suite and familiarity with data entry and reporting tools.
• Detail orientated with a proactive approach to problem solving.
• Ability to multi-task and think critically
• Problem-solving and decision-making abilities
• Strong planning and coordination skills, especially in handling multiple priorities under tight deadlines.
• Must be physically fit. 
• Ability to work in an outdoor environment as needed.
• May need to stand for long periods of time.
• May be requested to work a shift schedule while at any of the destinations. 
• Knowledge: Understanding of workplace policies and procedures / Familiarity with team collaboration tools and techniques.
• Skills: Strong time management and organizational skills
• Abilities: Ability to maintain reliable and consistent attendance / Capacity to be punctual and meet deadlines / Ability to collaborate effectively with colleagues and work as part of a team / Demonstrated professionalism in all interactions and tasks.

HESS Responsibilities

• Adhere to all company policies, procedures, and guidelines related to health, safety, environmental protection, and security.
• Take all necessary precautions, use personal protective equipment (PPE), safety devices, and tools correctly and consistently, as required by the nature of the work.
• Promptly report any unsafe conditions, incidents, or environmental concerns to the appropriate supervisor or HESS representative.
• Take reasonable care for your own health and safety, as well as that of colleagues and others who may be affected by your actions.
• Actively participate in HESS trainings and initiatives that promote a safe, secure, and environmentally sustainable workplace.
• Cooperate fully with company efforts to maintain compliance with legal and regulatory requirements.
• Seek opportunities to improve safety and environmental performance in daily tasks.

Essential/Minimum qualifications

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred); equivalent experience is required; additional education in Hospitality or a related field is a plus 
• Relevant certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified Solutions Expert (MCSE) are an asset
• Proven experience in IT systems administration, network management, and user support
• Strong knowledge of computer hardware, software, and operating systems
• Familiarity with security systems (including CCTV) and network security best practices
• Excellent troubleshooting, problem-solving, and communication skills
• Ability to train, supervise, and support IT staff in daily operations

Essential experience required

• At least 5 years of work experience in an IT related field 
• Advanced knowledge in commonly used Windows operating systems 
• Effective verbal and written communication skills 
• Excellent customer service skills 
• Exemplary problem-solving skills 
• Experience with networking protocols 
• Ability to lift up to 50lbs