Technical Support Manager

Company Background:

For nearly a century, friends and family, celebrities and athletes, world travelers and locals alike, have all flocked to Pebble Beach Resorts. This stunning slice of California’s 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 four renowned golf courses: Pebble Beach Golf Links, Spyglass Hill Golf Course, The Links at Spanish Bay 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 d’Elegance, AT&T Pebble Beach Pro-Am, TaylorMade Pebble Beach Invitational presented by DELL EMC, Pebble Beach Food & Wine and PURE Insurance Championship Impacting The First Tee.

Job Summary:

The Technical Support Manager will lead the IT Technical Support team to deliver World Class Service to our employees. The Technical Support team is responsible for the installation, maintenance, repair, upgrade, and support of all Pebble Beach Company (PBC) computers, printers, fax machines, copiers and related equipment/software. In addition, this team ensures that our Resort Operations including Hotels, Front Desk, Restaurants and Retail environments are all working properly.

Essential Duties & Responsibilities:

• Set standards for service, drive excellence and deliver World Class Service to employees. Be an advocate for the employees when they have technical issues. Maintain relationships with and advocate on behalf of employees. Act as a liaison to IT.
• Manage the Technical Support team. Schedule hourly team members, review Resort needs and establish staffing levels.
• Regularly exercise independent judgment and make decisions based upon knowledge of the company’s organization and policies.
• 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 PC’s, printers and related equipment. Ensure smooth remote group check-ins and equipment deployments for all 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 PC’s and related systems in tandem with the rest of the technology team.
• Research, analyze and recommend new hardware/software configurations for desktop PC’s. Manage and recommend budget for employee technology.
• Provide 24-hour after hours support service as dictated by department schedule.
• Comply with all Pebble Beach Company safety and health policies and procedures
• 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

Absolutely Required Skills:

• College degree in technology related field is required
• At least 3 years of PC software and hardware maintenance
• At least 2 years of management experience leading technical support
• Valid California driver’s license
• Excellent analytical skills
• 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

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 family’s 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 don’t golf, you’ll 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.