Key Responsibilities

Team Leadership and Service Management

• Lead, coach, and support the IT support team, including assigning work, balancing coverage, setting priorities, and reinforcing clear service expectations.
• Manage the daily support queue and incident lifecycle, ensuring requests are accurately prioritized, documented, communicated, escalated, and resolved within established service targets.
• Serve as the senior escalation point for complex or high-impact hardware, software, application, connectivity, access, POS, and operational technology issues.
• Monitor service trends, workload, response times, and resolution quality; use performance data to improve team effectiveness and the user experience.
• Support hiring, onboarding, training, performance feedback, cross-training, and professional development for support team members.
• Build a collaborative, accountable service culture that communicates clearly with users and follows issues through to completion.

Technical Support and Operations

• Provide advanced remote and onsite support to corporate employees and golf course locations across a broad range of technology needs.
• Troubleshoot and resolve issues involving computers, peripherals, Windows environments, Microsoft 365, Azure services, user access, business applications, networking, connectivity, and related technology equipment.
• Diagnose root causes, determine the appropriate resolution or escalation path, and coordinate recovery from incidents that affect business operations.
• Oversee the setup, deployment, maintenance, replacement, and troubleshooting of computers, peripherals, payment devices, and other technology assets.
• Maintain accurate incident, resolution, known-error, configuration, and change documentation in the ticketing or IT service management system.
• Provide user guidance and practical training for systems, applications, security practices, and technology processes.

Business Systems and POS Support

• Support, administer, and optimize business applications and operational systems used across American Golf locations and corporate teams.
• Manage or coordinate POS configuration, enterprise data sets, price tiers, taxes, payment devices, menus, inventory items, kitchen routing, reporting, and related operational settings as assigned.
• Partner with Operations, Marketing, Culinary and Beverage, Finance, Training, and other stakeholders to translate business requirements into effective system configurations and support solutions.
• Support integrations and data flow between systems, helping maintain consistent, accurate, and usable information across platforms.
• Analyze system usage and recurring support patterns to identify risks, inefficiencies, automation opportunities, and scalable improvements.

Projects Vendors and Continuous Improvement

• Plan and support system implementations, upgrades, testing, enhancements, integrations, and technology deployments with minimal disruption to operations.
• Coordinate technology requirements for new locations, property transitions, and other business initiatives, including readiness, installation, validation, training, and post-launch support.
• Manage day-to-day relationships with technology vendors and service providers, including escalations, issue resolution, performance follow-up, and implementation support.
• Create and maintain support procedures, troubleshooting guides, workflows, knowledge articles, system documentation, and user resources.
• Recommend technologies and process changes that strengthen reliability, improve service, reduce repeat incidents, and support business growth.
• Communicate project, incident, and system-change status clearly to technical and non-technical stakeholders, including leadership.

Required Qualifications

• Five to ten years of progressive experience in IT support, technical support, application support, business systems, systems analysis, help desk operations, or a closely related technology role.
• Demonstrated experience managing or leading an IT support team, including workload prioritization, coaching, performance feedback, escalation management, and service-quality improvement.
• Advanced troubleshooting and problem-solving skills across hardware, software, business applications, user access, networking, connectivity, POS, and distributed technology environments.
• Experience using ticketing or IT service management systems and managing incidents and requests through resolution.
• Working knowledge of Microsoft 365 applications, Windows environments, Azure services, general networking concepts, and enterprise business applications.
• Experience supporting users and systems across multiple locations and providing clear remote technical guidance to people with varying levels of technical experience.
• Experience with system implementations, integrations, testing, technology deployments, vendor management, and operational change support.
• Strong organizational, analytical, written, and verbal communication skills, with the ability to manage competing priorities in a fast-paced environment.
• Ability to translate business requirements into practical technical solutions and explain complex technology concepts in clear business terms.

Preferred Qualifications

• Bachelor's degree in Information Technology, Information Systems, Computer Science, Business, or a related field, or an equivalent combination of education and relevant experience.
• Experience supporting POS platforms, payment devices, reporting tools, restaurant, retail, hospitality, or golf course operations.
• Relevant IT service management, Microsoft, networking, security, or project-management certifications.
• Knowledge of applicable payment, data-security, and technology compliance requirements.

Essential Functions and Working Conditions

• Regularly use computers, phones, and standard office and technology equipment, and remain in a stationary position for extended periods while performing computer-based work.
• Communicate effectively with employees, business locations, leadership, IT partners, and external vendors.
• Occasionally lift, move, connect, install, or troubleshoot computers, peripherals, and related equipment weighing up to 50 pounds.
• Work primarily in an office or remote-support environment while supporting multiple locations and changing operational priorities.
• Provide occasional support outside standard business hours for critical incidents, deployments, upgrades, or operational needs.
• Travel approximately 10 to 20 percent to support locations, implementations, business initiatives, or industry events.
• Perform additional duties and responsibilities based on business needs. Reasonable accommodation will be provided to enable qualified individuals with disabilities to perform the essential functions.

What We Offer

• Competitive compensation and benefits package.
• Medical, dental, and vision coverage.
• 401(k) plan with company match.
• Employee Assistance Program.
• Flexible paid time off and additional company benefits.

Equal Employment Opportunity