IT Supervisor

As an IT Supervisor, you are the hotel’s sole IT lead, fully accountable for the smooth daily operation of all hotel technology systems and for supporting both citizens and guests with reliable, secure, and efficient IT services. Working independently, with technical direction from the Director of IT & Infrastructure, you will provide hands-on support, manage systems, infrastructure, and user access, coordinate external vendors, and ensure that all systems, from front office platforms to Wi-Fi connectivity, operate without disruption.

This role is essential in ensuring that Earth Jumeirah Beach delivers a seamless digital experience while upholding strong cybersecurity standards, brand IT standards, and operational reliability.

What on Earth Will You Do?

• Own the daily functionality of all hotel IT systems, hardware, and software as the sole IT lead.
• Provide hands-on technical support to citizens across all departments, ensuring fast resolution.
• Troubleshoot and resolve system failures, connectivity issues, and device malfunctions.
• Support guest-facing technology including internet access, IPTV, telephone, and in-room systems.
• Prioritise requests by operational impact and remain on call for critical outages.
• Administer PMS, POS, payment terminals, door locking, and back-office applications.
• Monitor system performance, identifying recurring issues and implementing long-term fixes.
• Plan system updates, patches, and upgrades with vendors, minimising disruption to operations.
• Lead the setup and testing of new systems and devices, including pre-opening rollouts.
• Monitor and maintain network performance, Wi-Fi coverage, and connectivity across the property.
• Ensure secure, segmented network access for both internal operations and guest usage.
• Keep IT equipment rooms, cabling, servers, switches, and access points in proper working order.
• Resolve network-related issues, escalating to service providers when required.
• Enforce cybersecurity standards, IT policies, and brand IT standards across the hotel.
• Manage user accounts, access rights, and permissions, conducting regular access reviews.
• Ensure PCI DSS compliance for payment systems and adherence to data protection regulations.
• Investigate security incidents and vulnerabilities, ensuring timely corrective action.
• Deliver system and security awareness training to citizens, including new joiner onboarding.
• Maintain accurate records for IT assets, licenses, and equipment, tracking renewal dates.
• Manage hardware assignments, replacements, preventive maintenance, and secure disposal.
• Contribute to the annual IT budget and capital expenditure planning, monitoring spend.
• Manage IT vendors and service providers, monitoring performance against contracts and SLAs.
• Ensure service calls are logged, tracked, and escalated until full resolution.
• Lead procurement of IT equipment and systems, obtaining quotations and recommending solutions.
• Ensure regular, tested backups so critical systems remain protected and recoverable.
• Maintain IT documentation, network diagrams, and SOPs so cover is possible in your absence.
• Lead the IT response during system outages, coordinating recovery and updating management.
• Keep the Director of IT & Infrastructure informed of major incidents, risks, and IT projects.
• Ensure all property safety, health, and service regulations are followed consistently.
• Maintain a clean, safe, and welcoming environment in all working areas.
• Remain flexible and adaptable, stepping in wherever needed to support operations.
• Perform additional duties as assigned by management.