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Corporate Director, Lodge IT Support

Company: Great Wolf Lodge
Location: Elmwood Park
Posted on: November 17, 2022

Job Description:

Job Summary: The Corporate Director of Lodge Support is responsible for managing regional Directors of Lodge IT resources within their defined region, as well as providing leadership support with system management, project management, and maintenance at their local lodge. -
The leader in this role will work closely with regional directors to ensure that Lodge IT managers are able to successfully support their local properties. This person will also play an important role in maintaining normal business operations for Great Wolf Resorts across the brand by delegating, training and reporting on project & support activities for the lodge IT organization.
Lodge Support:

  • Work closely with on-property staff on systems related issues pertaining to the PMS, POS
  • Conduct Incident Management, Root Cause Analysis and driving continuous improvement in the Lodge IT organization
  • Serve as a key contributor to the technology delivery platform roadmap and prioritization for the platform delivery across the lodges
  • Assist Regional Lodge IT Directors driving adoption of site reliability practices, security, privacy, change management, disaster recovery strategies across lodges
  • Supervise and/or train employees' use of the systems to assure compliance with pre-defined and set company policies
  • Participate in job related training, classes, conventions, seminars and personal knowledge enrichment opportunities as directed
  • Audit and maintain accurate inventories of equipment deployed on property across the brand
  • Prioritize projects and support work-load at our resorts while reporting on regional and individual delivery competency
  • Conduct regular training sessions to keep the knowledge base at the properties current


    • Coach and communicate with individuals across the Lodge IT organization to ensure that organizational needs and individual development objectives are aligned
    • Manage escalations and workload reporting across all lodges, ensuring that regional IT Managers are reporting as required and escalating business issues properly
    • Delegate and track project assignment to support the corporate IT team on projects and system administration to benefit the entire organization
    • Act as the facilitator for supplemental lodge support where needed, identifying opportunities, providing through delegation or assumption any additional support required at regional lodges to accommodate periods of high activity or project work
    • Assist the Regional Directors of Lodge IT in hiring, training and coaching Lodge IT staff to achieve and exceed objectives consistent with Great Wolf's culture -
    • Play an integral role in the launch and support of new lodge openings


      • Bachelor degree in Computer Science, Computer Engineering, Information Technology or related technical field required; MBA or advanced degree a plus. Advantageous to have PMP Certification.
      • IT Leader with at least 10 years of relevant experience, including management and leadership of technology operations in hybrid networking, server, virtual and physical environments
      • Strong support knowledge of O365, Microsoft Office, network technologies and concepts (TCP/IP, SMTP and Ethernet, Wide Area Networks), desktop/mobile OS and hardware
      • Demonstrable experience leading high-impact teams directly is a must
      • Hands-on leader who will roll up his/her sleeves and act as a player/coach when required
      • Proven ability to collaborate and build relationships in a cooperative manner, influencing individuals at all levels of the organization
      • Experience leading the transformation of a team through process improvement, performance management, realignment and hiring to achieve higher performance levels.
      • Demonstrated experience and success leading a team in which customer experience is prioritized.
      • Ability to work across functional areas and help with blended team dynamics.
      • Passion for continuous improvement in the company's performance and the ability to drive results.
      • Proven success with service management delivery.
      • Proven ability to collaborate and build relationships in a cooperative manner, influencing individuals across all levels of the organization.
      • Exceptional organizational and skills, including the ability to plan, schedule, and deploy major system roll-outs
      • Superior communication and collaboration skills; ability to communicate technical knowledge to non-technical colleagues across the entire organization
      • Highly self-motivated, high-energy, and self-directed individual who is detailed oriented and possesses the ability to effectively prioritize and execute tasks in a high-pressure environment.
      • This role requires a passionate approach to user experience and guest experience

        Physical Requirements:

        • Lift up to 20 lbs., sit and/or stand long period
          Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Keywords: Great Wolf Lodge, Cicero , Corporate Director, Lodge IT Support, Hospitality & Tourism , Elmwood Park, Illinois

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