Director of Information Technology Glacier National Park

Overview

Live. Work. Explore. as a part of our team in Columbia Falls, the gateway to Glacier National Park!

At Glacier National Park Lodges, we depend on our team members to be highly motivated, committed, share our vision and work together to attain it, while our work environment encourages responsibility for personal growth and promotes pride in each employee. No matter what your job is, you will be a proud steward of the park and play an essential role in providing warm and friendly hospitality to all our guests.

We're hiring a Director of Information Technology to Live. Work. Explore. in Columbia Falls, Montana!

Job Summary:

Our IT department provides direct in-person and remote support for all applications and hardware used throughout the park & surrounding region. The department is also responsible annually for shutting down and starting up IT systems at the end and beginning of the peak summer season.

The Director of IT position is based in office at Columbia Falls, MT, but during the summer season this position travels extensively throughout Glacier National Park to other sites. The position provides strategic direction and day-to-day leadership to the property IT team. The IT Director works with both the Glacier General Manager and the corporate IT department to ensure all property IT needs are met.

The Details:Position Type: Year-RoundHousing: Employee housing is not available

About Columbia Falls:Just west of Glacier National Park lies a collection of communities who proudly welcome millions of visitors each year to the Glacier Gateway area. Columbia Falls - a lively Montana town with many locally owned shops, restaurants, breweries, and summer farmers markets - is the ideal home base for exploring Glacier National Park and the 2.4 million acres in Flathead National Forest.

Benefits:

• Medical, Dental, Vision
• Paid Time Off and Holidays
• Disability Insurance
• 401k with match
• Life and AD&D Insurance
• Employee Assistance Program
• Wellness Programs
• Learning and Development Programs

Perks:

• Free Glacier National Park pass
• Free Red Bus Tours (if available)
• Retail, Lodging and Travel Discounts
• Planned employee trips and activities
• $350 Referral Bonus Program
• A fast-paced, exciting work environment with plenty of upward mobility and growth opportunities
• Meet people of all ages from all over the country and world
• The adventure of a lifetime!

Responsibilities

• Create and maintain IT products & services stack at the property that ensures all business goals and objectives are met; act as a subject matter expert on all aspects of IT

• Responsible for hiring, training, scheduling, supervising, and evaluating IT staff

• Accountable for all day-to-day procedures related to the identification, prioritization, and resolution of end user requests, including the monitoring, tracking and coordinating of service desk functions

• Manage processing of incoming calls to the service desk via telephone, email, and the ticketing system

• Document all pertinent information and nature of a problem or issue

• Record the information in an online ticket system to ensure requests are resolved in a timely fashion

• Support field teams by working, escalating, or dispatching the ticket queue

• Maintain a knowledge base of known issues and resolutions

• Periodically audit ticket notes to ensure best practices are followed and service quality standards are met

• Act as an escalation point for the user base if they feel their IT question, problem, or concern is not addressed adequately

• Communicate planned maintenance and system outage resolution to the business when needed

• Formulate and execute plans & schedules for the annual startup and shutdown of IT assets throughout the park's seasonal locations

• Use effective judgment and professional initiative to independently develop effective and constructive solutions to customer & end-user support issues, queries, challenges, and escalations.

• Maintain a three-year IT project plan in coordination with the General Manager and Regional Director of IT; oversee each project through the planning, execution, and closing stages

• Set annual department capital and operating budgets in conjunction with the General Manager, local Controller, Regional Director of IT and Chief Information Officer, and track adherence to the budget throughout the year

• Ensure all capital projects are opened, executed, and closed as established in Xanterra's capital project policies

• Liaison with the National Park Service commercial services and technology divisions to complete compliance or permitting steps as required for IT projects

• Evaluate new vendors and monitor existing vendors to ensure product or service performance meets expectations, as well as partner with the accounting team to ensure vendors are paid timely

• Ensure IT supply inventories are appropriately stocked to meet business needs; order additional supplies or parts as needed

• Partner with the General Manager and other department directors to ensure day-to-day IT needs are being met as well as to strategize projects for future years

• Ensure all IT data centers & telecom closets are adequately powered with stable redundant power, organized & labeled in a logical matter, clean & temperature controlled with adequate fire suppression, and physically secured

• Responsible for ensuring all IT assets are procured & installed according to established standards, are labeled appropriately, documented in the asset tracking tool, and disposed of appropriately at end of life

• Responsible for ensuring all IT software is procured & installed according to established standards and that all software licensing is complaint

• Maintain the property's IT disaster recovery plan to ensure system recovery in the event of a serious malfunction or failure

• Complete all security audits and maintain all security standards as required by the Regional Director of IT and Chief Information Officer

• Ensure IT systems receive regular security patches as required by the Regional Director of IT and Chief Information Officer

• Ensure IT systems are backed up regularly as required by the Regional Director of IT and Chief Information Officer

• Ensure all hardware maintenance on servers, network appliances, Telephone PBXs, and other IT infrastructure equipment is completed as necessary

• Work in conjunction with the Regional Director of IT and Chief Information Officer to formulate technology and related standards to be followed by all business units and verify that all standards are followed

• Ensure all needed system and user documentation for systems installed, supported, trained, and administered by the Xanterra Information Technology team is created and maintained as necessary

• Prepare and execute organized classroom training as well as on-the-job training as needed

• Provide support and assistance to the Xanterra Incident Response Team as needed and requested

• Serve in an on-call capacity for after-hours/non-business hours support when assigned by the Regional Director of IT or Chief Information Officer

• Other duties as assigned

Qualifications

Required Qualifications:

• 5-10+ years of related IT experience
• Prior experience supervising or managing employees
• Prior experience managing IT projects and gathering business requirements
• Prior experience developing capital and operating budgets
• Prior experience working with and managing external vendors
• Must possess a valid US driver's license and clean driving record
• Proficient in the Microsoft Office suite of products
• Prior experience using an incident & request ticketing system (ex. ServiceNow)
• Strong analytical skills to be able to plan complex projects, troubleshoot problems, recognize chronic problems or patterns, and escalate as needed
• Polite and courteous demeanor when speaking to guests and colleagues
• Willingness to work holidays, evenings, weekends, and flexible shifts as required

Preferred Qualifications:

• Bachelor's degree in Information Technology, Information Systems, or Computer Science
• Evidence of continuing IT education (ex. CHTP certification)
• Background in hospitality-based IT systems
• Prior experience with IT security compliance such as PCI DSS, GDPR, and CPRA
• Experience installing, troubleshooting, and repairing both low voltage copper and fiber optic wire
• Experience is strongly preferred with the following systems: Active Directory, Cisco & Palo Alto network appliances, CrowdStrike, Dell iDRAC, DHCP, DNS, Group Policy, HYCU Backup, Ivanti Neurons, LogicMonitor, Microsoft Exchange, Microsoft Hyper-V, Microsoft Intune, Microsoft Office 365, Microsoft Windows 11, Microsoft Windows Server 2019/2022/2025, Mitel & NEC Telephone PBX, Nutanix AHV, VMware ESXi, and Shift4 UTG
• Experience is strongly preferred with the following applications: Adobe Creative Cloud, Dayforce HCM, Infor CloudSuite, Mi9 Retail Systems, Opera Property Management Suite, Poppulo Harmony Content Management, and Simphony F&B POS

Physical Requirements include:

• Must be able to sit, stand, stoop, and bend regularly
• Must be able to lift and carry up to 50lbs without assistance
• Occasionally crawling or climbing may be required
• Vision abilities required include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus
• Hearing abilities required include the ability to clearly hear other people in person and over the phone
• Speaking abilities required include the ability to clearly communicate verbally to other people in person and over the phone, and non-verbally using written methods (ex. email, text message)
• May be exposed to unusual temperature ranges in the work environment (both cool and hot)
• The noise level in the work environment may be loud
• May occasionally be required to work in small attics or crawl spaces (wearing appropriate PPE as required), as well as occasionally work on a ladder
• Must have the ability to drive long distances or be in a vehicle for long time periods due to slow traffic patterns within the park
• Must be able to work at high elevations between 4000-7000ft

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.