Director of IT - Yellowstone National Park

Overview

 

Live. Work. Explore. as a part of our IT team in Yellowstone National Park!

 

Are you enthusiastic about hospitality, people, and beautiful places? By working at Yellowstone National Park, you will get all three! As the Director of IT, you will play a vital role in supporting the day-to-day IT functions that keep the park running smoothly.

 

Job Summary:

 

The Director of IT leads the technology strategy and operations for one of the world's most iconic national park destinations, ensuring reliable, secure, and innovative IT services that support guests, employees, and business operations across Yellowstone National Park. This role oversees IT infrastructure, service desk operations, cybersecurity, disaster recovery, budgeting, vendor management, and a multi-year technology roadmap while leading and developing a high-performing team of IT professionals. The ideal candidate is a strategic and hands-on technology leader who excels at driving complex projects, supporting seasonal operations, and partnering with business leaders to deliver exceptional technology solutions in a unique and dynamic environment.

 

Life in Yellowstone: 

• Free on-site laundry facility, Wi-Fi (limited bandwidth), and utilities included
• Free Yellowstone & Grand Teton National Park pass
• Employee Recreation Program (recreation centers, athletics, gear rentals, seminars, van trips, hiking, and more)
• Access to discounted services at Yellowstone Medical Clinics operated by STGi.
• Retail, Lodging and Travel Discounts

Benefits: 

• Xanterra offers competitive benefit programs and services for eligible employees. For more information, click here. 

Responsibilities

• Create and maintain an 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 leadership staff (IT Manager & IT Systems Analysts), as well as IT line staff (IT Technicians) in the absence of the IT Manager
• 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 a second level 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 Director of IT – Parks & Hotels; 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, Director of IT – Parks & Hotels 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 Director of IT – Parks & Hotels and Chief Information Officer
• Ensure IT systems receive regular security patches as required by the Director of IT – Parks & Hotels and Chief Information Officer
• Ensure IT systems are backed up regularly as required by the Director of IT – Parks & Hotels 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 Director of IT – Parks & Hotels 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 Director of IT – Parks & Hotels or Chief Information Officer
• Other duties as assigned

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 colleaguesWillingness 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, NEC Telephone PBX, Nutanix AHV, and Shift4 UTG
• Experience is strongly preferred with the following applications: Adobe Creative Cloud, Dayforce HCM, Infor CloudSuite, Maximo Application Suite, 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

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.