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Encore Global Logo Encore Global · IT - Administration

Area Internet Services Manager

United States, Orlando Employment contract 67440.00 - 87670.00 USD / Year · Job Posted June 29, 2026
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Job Description

Reporting to the Regional Internet Services Manager with additional oversight by local Area Director or local Director of Event Technology, manage the overall IT operation, network and related client facing services at the area level. Maintain the equipment and infrastructure, position and sell the solution, execute events, and provide outstanding internal and external customer service.

Job Responsibility

  • Provide support for the technical sales of Internet Services and related products
  • Conduct proactive pre-sales discovery, determine client need, negotiate, and accurately quote and price the appropriate solution
  • Participate in onsite meetings with the hotel and client prior to and during the event
  • Understand the moves, and changes to the event specification that could have an impact on the services and react by effectively communicating appropriate adjustments to the team
  • Coach the sales team to sell Internet more effectively
  • Ensure the readiness of the network infrastructure installation and temporary network equipment
  • Establish and maintain positive working relationships with Internet Service Provider, Network Service Provider and Hotel IT team
  • Own the implementation of network configurations and customizations
  • Assist Senior NOC Engineers with aiding end users utilizing meeting and guest room networks
  • Act as level two support for level one field employees and guest room support teams
  • Document incidents and network changes and perform root cause analysis as required
  • Provide emergency remote and on-site support
  • Plan and execute established event requirements with the highest levels of customer service
  • Setup, configure and test all supplied network and related equipment including cabling
  • Ensure that the event specifications are understood by key stakeholders
  • Create network access codes, connection guides and troubleshoot client provided devices
  • Own the inventory by accurately forecasting demand, assist with the procurement of suitable subrental or branch equipment
  • Meet with the client post event
  • provide reporting on bandwidth and device utilization as available
  • Deliver training to local team members on Technical Sales, Network Management and Event Support
  • Coach their behavior and offer constructive feedback
  • Assist in the general operations of the local business as required
  • Assist with troubleshooting back-office IT issues
  • Lead and support shows, by training and mentoring technicians
  • Collaborate with other Area Internet Services Managers
  • Assist the Regional Workforce Manager with assigning shifts for event support
  • Assist the Internet Services Installation team with in-market network installations and upgrades
  • Strives to exceed the expectations and needs of internal and external customers
  • Maintains a positive relationship with all clients through effective communication
  • Meets with guests on site to ensure that their needs are met
  • Monitors events and checks in on customers throughout the day
  • Understands and fosters the hotel/client relationship
  • Hire, train, and develop a team of Customer Support professionals
  • Responsible for all aspects of team member training, career development, and performance management
  • Implement and cultivate a team environment that focuses on service levels, customer satisfaction, revenue generation, and productivity
  • Ensure team members are equipped with required tools, processes, and procedures
  • Establish strong working relationships with team members within the support center and other departments

Requirements

  • Bachelor of Science or equivalent in Computer Science or commensurate experience
  • 5+ years of experience in the hospitality industry in a technical role
  • 3+ years of field experience in internet services support
  • 1+ years of leadership or management experience
  • Ability to understand technical concepts and solutions and be able to communicate them so they are understood to a non-technical buyer
  • Familiarity with Internet services, bandwidth, IP wired and wireless networks, principles of computer hardware and software, webcasting
  • Preferred Certifications: CompTIA, Cisco CCENT/CCNA/CCDA/CCNP/Wireless specialties and/or other equivalent network and wireless vendors
  • Preferred Cisco IOS and hardware experience
  • Preferred experience with HP/Aruba, Ruckus, Meraki and other wireless solutions
  • Preferred experience with Cisco TACACS, DNA/Prime/WCS, Solar winds products and/or other network monitoring tools
  • Encompass all skills at the C2 Level
  • Within 1 year, achieve Computer Level 1 Certification (C1) per Encore Technical Skillset Matrix after transfer to new role

Nice to have

  • Preferred Certifications: CompTIA, Cisco CCENT/CCNA/CCDA/CCNP/Wireless specialties and/or other equivalent network and wireless vendors
  • Preferred Cisco IOS and hardware experience
  • Preferred experience with HP/Aruba, Ruckus, Meraki and other wireless solutions
  • Preferred experience with Cisco TACACS, DNA/Prime/WCS, Solar winds products and/or other network monitoring tools

What we offer

  • comprehensive insurance options
  • generous PTO
  • company-matching 401(k)
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