IT Manager

Role Overview

IT Manager at voco Muscat Al Mouj, part of IHG Hotels and Resorts, located in Muscat.

Role Purpose

The IT Manager is responsible for the effective operation, maintenance, and security of all hotel technology systems and infrastructure. This role ensures that IT systems are optimized to deliver an exceptional guest and colleague experience while aligning with IHG's corporate standards and local regulatory requirements.

Key Responsibilities

Systems & Infrastructure

• Ensure the smooth functioning of all IT systems, including property management systems (PMS), point of sale (POS), telephone systems, internet access, guest room technologies, office productivity tools, and back-office systems.
• Maintain secure and reliable network infrastructure including LAN, WAN, Wi-Fi, and internet connectivity across all areas of the hotel.
• Oversee server management, data backups, disaster recovery procedures, and business continuity planning.

Security & Compliance

• Ensure compliance with IHG's information security policies and IT brand standards.
• Monitor and maintain systems to protect against cyber threats, malware, and unauthorized access.
• Implement and enforce data protection and privacy protocols in line with local regulations and IHG standards (e.g., GDPR, PCI-DSS).
• Coordinate regular security audits, system patches, and software updates.

Technical Support & Operations

• Provide first-line IT support to hotel colleagues for hardware, software, and application issues.
• Ensure timely resolution of technical issues with minimal disruption to hotel operations.
• Manage IT helpdesk processes and maintain accurate incident logs and documentation.

Vendor & Asset Management

• Liaise with approved external IT vendors and service providers for procurement, installation, maintenance, and support.
• Manage inventory of all IT equipment and software licenses; ensure all assets are tracked and maintained appropriately.
• Negotiate service contracts and manage performance of third-party providers.

Projects & Planning

• Plan and execute IT projects including system upgrades, new technology rollouts, and infrastructure improvements.
• Collaborate with other departments to understand operational needs and recommend technology-driven solutions.
• Participate in budgeting, forecasting, and planning for IT capital expenditures and operational costs.

Qualifications & Experience

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum 3–5 years of experience in IT management, preferably in the hospitality industry.
• Strong knowledge of hotel operating systems (e.g., Opera PMS, Micros POS, PABX systems).
• Hands-on experience with Windows Server environments, networking, cybersecurity, and hardware/software troubleshooting.
• Familiarity with IHG systems (Merlin, Concerto, IHG Concerto Secure Access, etc.) is an advantage.

Skills & Competencies

• Strong analytical, problem-solving, and communication skills.
• IT certifications such as CompTIA, Microsoft Certified Professional (MCP), Cisco (CCNA/CCNP), or ITIL are desirable.