[{{ $ctrl._job.status.name | translate}}] Assistant IT Manager
Sheraton Grand London Park Lane


Job description

Working with these five unique and well defined London Brands will unlock an outstanding opportunity to build an emotional connection with our guests and create superior service experiences. From the world of entertainment, at W Leicester Square to the world of pure tradition, at The Park Tower Knightsbridge, there is always something new to discover.

As a company that cares about your success, Marriott has developed integrated Talent Management processes that will ultimately lead you rising to the top of your career.

We strive to challenge our associates to develop through our world-class learning and development programs, which will support you in your Marriott Journey.

Go the extra step, play as a team, do the right thing…This is the Marriott Way!

Marriott London Hotels encompassing The Park Tower Knightsbridge, a Luxury Collection Hotel, The Park Lane Hotel, Le Méridien Piccadilly, W Leicester Square and Aloft London Excel is currently looking for an Assistant IT Manager to join our IT team in our Central London offices.


Day-to-day user support of the IT systems, across 2 dedicated sites of the Central London Hotels, comprising of The Park Lane, Park Tower Knightsbridge, Le Meridien Piccadilly, W Leicester Square and Aloft London Excel, and Regional + London Complex + Marriott Sales Office Teams based at Brick Street Office.

Ensure all client contacts are logged accurately and open incidents are managed in a timely and efficient manner.
Assist the IT Manager and Director of IT to ensure smooth running of all the IT systems, both infrastructure and applications related, across the Central London locations.
To ensure that all systems are in compliance with Marriott Hotels & Resorts standards of operation and adhered to security, compliance, IT-related policies and procedures.
To be based alternatively between the 2 sites, and occasionally at other Central London properties as and when required according to business needs.
To provide holiday cover for other Central London properties, from time to time.
Provide Out Of Hours IT Support coverage for business critical systems as per team weekly rota.


Provide first-line technical support to all associates, resolving any IT issues and maintain effective service and customer relationships.
Perform Daily, Weekly and Monthly Tasks to ensure system policies, procedures and security are maintained. In particular, to assist with ensuring the security and integrity of all systems in line with Sarbanes Oxley (SOX) and Payment Card Industry – Data Security Standards (PCI-DSS).
Maintain and provide support for Desktop, Laptop, Printer, Structured Cabling, Telephony and iPhone/Blackberry.
Liaise with Marriott Global Service Desk Team and external vendors to ensure issues are resolved effectively.
Communicate courteously and effectively with non-IT and IT stakeholders to ensure customer and service level standards are met.
Periodically review and maintain appropriate level of access, rights and privileges of business users to various Marriott Information Systems.
Maintain and update user documentation, hardware asset library, backup logs and other IT related documentation.
Assist with implementing agreed IT projects at the property within defined timeline.
Undertake training and development where necessary to maintain awareness of new and emerging technologies.
Undertake health and safety duties and responsibilities appropriately and ensure that satisfactory standards of health, safety and security are maintained.
Adhere to the Group’s equal opportunities policy within the team ensuring that all practices and procedures are applied in accordance with policy and reflect best practice.
Carry out any other duties as directed by Senior Management.
The above is an indicator of duties, however, this is an area where new technology will continue to have a major impact and therefore the duties will be subject to review in line with these advances.


Provide first-line telephone, email and remote support and resolution of all desktop, laptop, printer and telephony issues.Liaise with IT Manager and Director of IT to identify appropriate levels of escalation where necessary.
Incident Management, return IT services to users as quickly as possible.
Monitor, prioritise and update service tickets in Global/Corporate Web Service Desk application.Log service tickets with third-party vendors when required.
User Administration – for various Marriott applications.
Timely removal of leaver’s account and monthly review of stale accounts.
Desktop and laptop build, move, add and change.
Monitor, resolve and document any issue when performing daily, weekly and monthly SOX tasks.
Maintain and support desktop applications. Check McAfee rogues, MVM vulnerabilities and WSUS daily and ensure errors are fixed immediately.
Check Backup daily to ensure successful backup and resolved any error.
Proactive systems monitoring and resolve any issues when necessary.
Attend HOD meetings at the property level.
Ensure compliance with Brand Technology Profile.Undertake brand related projects.


Fantastic communicator with excellent telephone manner.
Strong problem solving skills and result orientated.
Motivated, good listener and keen to learn.
Confident and proactive.
Ability to prioritise and good time management.
Experience working in a Service Desk environment and/or hospitality sector is desirable.


Knowledge of the following systems or concepts is essential;

Microsoft Operating Systems – Windows 7, Windows Servers
Microsoft Office applications, including Outlook
Internet Browser and Java
Windows Active Directory Administration
Remote Desktop Support
TCP/IP and basic network components.
Hotel PMS systems – Opera PMS
EPOS systems, Micros Simphony
Anti-Virus – McAfee EPO
McAfee Vulnerability Manager (MVM)
Disaster Recovery – Symantec Backup Exec
Cabling (voice and data)
Knowledge of the following systems is desirable;

Window 10
Desktop Imaging
Mitel 3300 IP PBX and Voicemail Administration
HP Desktop/Laptop/Procurve
Hotel Guest Systems – Quadriga, Tiger-TMS, Vingcard, etc.
Credit Card Terminals
Sarbanes Oxley (SOX) and PCI - DSS
ITIL - ITSMF Service Management Foundation

Are you ready to embrace a better way to experience the world of hospitality and to be challenged to deliver your best?

Then come and join us!


Enjoy a variety of benefits including meals in our Staff Restaurants to laundry and dry cleaning service, childcare, optical, and dental plans to name a few… last but not least, discover the world thanks to our discounted hotel rates when travelling and staying in one of our Marriott Properties.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.


See description

Job type
London, United Kingdom
Starting in
As soon as possible

Marriott London Complex

Marriott International is the world's largest hotel company based in Bethesda, Maryland, USA, with more than 6,000 properties in 122 countries and reported revenues of nearly $14 billion in fiscal year 2015. Its heritage can be traced to a root beer stand opened in Washington, D.C., in 1927 by J. Willard and Alice S. Marriott.

Marriott London Complex hotels encompassing The Park Tower Knightsbridge, a Luxury Collection Hotel, Le Méridien Piccadilly, Sheraton Grand London Park Lane Hotel, W London Leicester Square and Aloft London Excel.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

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