Manager of IT Support Services

Aspen Hospitality, a division of Aspen One, develops, owns, and operates a growing portfolio of luxury and upper-scale hotels, private clubs, and branded residential properties under The Nell and Limelight brands. This includes The Little Nell, Aspen's only Five-Star, Five-Diamond ski-in/ski-out hotel and its affiliated Residences located at the base of Aspen Mountain, as well as a new Nell property currently in development at Rockefeller Center in New York City.  

Aspen Hospitality's Limelight hotels are located across Colorado, with locations in Aspen, Snowmass, Denver, and Boulder, and in Ketchum, Idaho. New Limelight hotels are opening in December 2025 in Mammoth, California, and in 2028 in Charleston, South Carolina.  

Aspen Hospitality also owns and operates the Aspen Mountain Club, Snowmass Mountain Club, and Mammoth Lakes Mountain Club. For more information, visit   

Please note that all official communications from the Talent Acquisition or Human Resources team are sent from email addresses within the (email protected), , , , & domains. 

Position Summary

The Manager of IT Support Services, Aspen Hospitality (AH), oversees a geographically localized team of IT professionals dedicated to supporting the technology needs of our Aspen and Snowmass hotel General Managers and employees. This is a technical and service role focused on enabling AH team members to provide guest service and commiserate with our brand standards. The position is responsible for ensuring the efficient support and troubleshooting of end-user technology, guest-facing systems, and overall IT service delivery with the goal of upholding Aspen Hospitality's service standards. The position supports the Little Nell in Aspen, a Forbes Five-Star property, Limelight Aspen, Limelight Snowmass, and The Residences at the Little Nell. This position will also support our new properties as they come online. Some travel may be required for this role This position reports to the Area Director of Hospitality IT Support Services.

The salary range for this position is $80,000 to $110,000. Actual pay will be dependent on budget and experience; all our salaried roles are eligible for bonus. 

Job Posting Deadline 

Applications for this position will be accepted until November 30, 2025. 

Essential Job Functions/Key Job Responsibilities

• Lead, mentor, and manage a team of IT support specialists
• Provide technical support and manage vendors to support hotel systems including but not limited to:
  • Workstations, laptops, and Printers
  • Telecommunications Systems including managed telephone carriers
  • Various hotel software applications including PMS/POS
  • Productivity Applications (e.g., Microsoft Office)
  • In-room guest-facing technologies
  • Active Directory, Entra, Azure, and Intune
  • Light network infrastructure such as switches, access points, and basic knowledge of VLANS, etc
  • Audio Visual (AV) set up and management
• Provide tier 1 support for all hospitality-related technology systems and act as the primary point of contact for initial troubleshooting and escalate complex issues as needed
• Exemplify high standards of guest and employee service, instill a guest service mindset in the IT Support Team, and build collaborative service-based relationships with hotel General Managers and service staff
• Assisting with management of A/V vendors and support services, and providing guest service for in-house groups, etc
• Help implement industry standard support processes and tools, including incident management tracking and reporting, standard operating procedures, best practices, and service-level training
• Manage the support and maintenance of guest-facing technology systems such as property management systems, WI-FI, and in-room entertainment to ensure these systems are functioning optimally to enhance the guest experience
• Manage multiple projects at once with a focus on prioritizing enhancements to create customer and business value
• Partner with Aspen One (parent) IT and Business teams to ensure support service levels are maintained
• Effectively manage IT vendors, including communication, performance, issue resolution, and contracts
• Maintain comprehensive documentation for IT systems, processes, and procedures.
• Other duties as assigned

Education & Experience Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field, relevant certifications (e.g., CompTIA A+, ITIL) are a plus, or equivalent experience in the field
• Minimum of 3 years of experience in IT support, preferred in a hospitality environment
• IT support experience in Luxury Hospitality preferred

Knowledge, Skills & Abilities

• Proven experience in managing employee end-user support, guest-facing technology, and IT service delivery in a hospitality environment
• Strong technical knowledge of hotel hardware, software applications, in-room technologies, and personal computers
• Excellent problem-solving skills and the ability to troubleshoot and resolve technical issues efficiently
• Exceptional leadership and team management skills, with a focus on fostering a collaborative and productive work environment
• Strong communication and interpersonal skills, with the ability to interact effectively with both technical and non-technical stakeholders
• Ability to work on call including work nights, holidays and weekends as needed
• Ability to learn from the business and past technology decisions, track success, and iterate to improve the technology offerings of Aspen Hospitality
• Ability to effectively manage projects by using standard project management techniques including planning, communication, and budget tracking
• Ability to foster a collaborative environment and model communication best practices
• Ability to resolve conflicts through effective mediation with a guest service outcome in mind
• Ability to comply with, support, enforce, and evolve all policies and procedures of Aspen One

Work Environment & Physical Demands

• Ability to reach, crouch, kneel, stand, walk or be on your feet for extended periods of time
• Regularly work in wet, hot and humid conditions for extended periods of time and may be required to walk on slippery and uneven surfaces
• Must be able to lift, push or pull up to 50 lbs. individually or with assistance

Job Benefits 
This position is categorized as a regular full-time position eligible for the following benefits:
Enrollment dates differ across the various programs.  

• Health, Dental and Vision Insurance Programs
• Flexible Spending