At Pyramid Global Hospitality, people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships.

Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers.

Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences.

Check out this video for more information on our great company!

Pyramid Global Hospitality (“Pyramid”) is a leading hotel management company, operating in the US, Caribbean, and Western Europe. With portfolio revenues exceeding $3 billion, Pyramid manages 230 hotels, resorts, and conference centers, both branded and independent. The firm maintains offices in Boston (Headquarters), Cincinnati, Houston, and London. Additional information about Pyramid can be found at www.pyramidglobal.com

In 2021, Pyramid and Benchmark Resorts and Hotels merged to add an additional 59 Managed or Asset Managed Resorts and over 10,000 additional team members. The two companies share the same company culture, values and philosophies.  We are growing and opportunities abound! 

What really sets Pyramid apart from our competitors is our reputation as an employer. Professional growth is not just possible throughout the company but planned and encouraged. The Leadership Team at Pyramid consider team member development its first priority, understanding that success is only achieved in a workplace where every contributor is respected and recognized. This is why we deliver superior results.

There is opportunity to work directly with senior leaders, experience stretch assignments and learn hospitality management from industry giants. You will come to know a distinctive people centric culture that is at the core of all we do. The decisions we make and the paths we take are bound by a commitment to our Owners, Associates, Customers and the Communities where we work. We attract the most talented associates in the industry, and actively encourage candidates with a “hospitality spirit” who may be thinking about a career change to join our team.

Summary

We are looking for a skilled Senior Helpdesk Manager who will help maintain our information technology systems and networks. You will perform both technical and administrative tasks to ensure functionality and efficiency of computer and telecom systems with a strong focus on incoming helpdesk tickets from our internal staff.  End user support and teamwork are important aspects of the role, working with all levels of staff and varying computer knowledge.

Note that we have a couple of offices that this role could be based out of (Boston or Houston) - we are open to the right candidate being hybrid or even potentially full-time remote. 

Essential Duties and Responsibilities

• Must be knowledgeable in software, hardware and networks specifically for Windows environment
• Must be critical thinker and problem-solver with great attention to detail.
• Possess excellent communication and people skills are required.
• Review Hotel IT structure, compare to Quarterly Audit, coordinate with security vendors to assist hotels in completing requirements
• Collect Inventory and make recommendations on updates and enhancements
• Review System monitoring resources and advise on remediation
• Assist users with accessing various company resources and applications
• Provide technical support or training for systems and networks
• Resolve Help Desk tickets, escalate to others as appropriate
• Install and configure software and hardware (computers, laptops, servers, switches, printers, network applications and related)
• Monitor system and network performance
• Perform troubleshooting, repairs and data restoration
• Maintain licenses and upgrade schedules
• Assist with Policy development, education and enforcement
• Project Management

Requirements

• Minimum of 5 years in IT operations
• Self Starter
• Organized, detail focused
• Able to troubleshoot issues
• Work with all levels of computer knowledge
• Able to work in dynamic, high volume department and remain composed and professional
• Knowledge of: networking, Help Desk processes, applications – Kaseya, ServiceNow, Alert Logic, SysCom, Cisco AMP/Umbrella, Office365, Azure among others
• Ability to Prioritize in dynamic changing environment
• Familiar with IT security ( PCI, GDPR, CCPA ) and able to apply
• Solid knowledge of IT systems and applications, specifically Windows O365, Azure
• Ability to troubleshoot and repair issues
• Strong communication and interpersonal skills
• O365 Admin and Licensing model
• BSc/BA in information technology or computer science is preferred
• Certification (CompTIA Network+, CompTIA Security+ etc.) is a plus

Certificates, Licenses, Registrations - None Required

Physical Demands – Ability to lift 50lb’s, work in computer room, mount equipment in server racks. On call and off hour work may be required as well as travel. There are multiple priorities associated with a 24 hour a day and 365 day operation. The physical demand described are representative of those which must be met by an employee to successfully perform the essential functions of this position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.