Executive Director of IT -Encore Boston Harbor in Everett, MA at Encore Boston Harbor

Date Posted: 11/23/2021

Job Snapshot

Job Description

About Encore Boston Harbor  

Encore Boston Harbor features 210,000 square-feet of gaming space including more than 3,000 slot machines and 240 table games. Situated on the Mystic River in Everett, Massachusetts, and connected to Boston Harbor, Encore Boston Harbor boasts 671 spacious hotel rooms, a spa, salon and fitness center, specialty retail shops, 15 dining and lounge venues and more than 50,000 square feet of ballroom and meeting spaces. The grounds feature a six-acre Harborwalk with pedestrian and bicycle paths that provide access to the waterfront, an event lawn, public art and ornate floral displays. It is the largest private, single-phase development in the history of the Commonwealth of Massachusetts.

The Encore Boston Harbor Executive Director, IT will oversee the IT Department. Responsible for leading the technology department by defining and managing performance standards, metrics, toolsets, and organizational requirements to deliver world class support and service for current and proposed technology systems (network technologies, systems operating and hardware platforms).  This includes, but is not limited to; executing the department strategy developed by the CIO-North America & EBH president following project review board priorities. Ensuring alignment with overall Encore Boston Harbor strategy; maximizing opportunities for departmental and property success; maintaining all Encore Standards; and ensuring excellent guest and team member experience.



  • Ensures all Encore Boston Harbor core values and property and department standards are implemented and applied.
  • Service Driven
  • Excellence
  • Artistry
  • Progressive
  • Implements short-and long-term departmental goals, objectives, policies, and operating procedures; monitors and evaluates operational effectiveness; effects changes required for improvement. Identifies key drivers of success.
  • Held accountable for departmental performance, and the accuracy, confidentiality, and thoroughness of departmental policies and procedures; records and reports.
  • Oversees the performance of team members under his/her area of responsibility.
  • Monitors all activities of the department to ensure that all applicable internal policies, federal and state laws, rules, regulations and controls property wide are enforced.
  • Administers departmental operating budget and financial controls. Responsible for financial planning, forecast, labor, and payroll for areas of responsibility.
  • Ensures department delivers and maintains a maximum level of property-wide service and satisfaction.
  • Facilitates communication throughout the property by organizing and presiding over regularly scheduled meetings with team members within the department and with other departments as appropriate to ensure property-wide communication.
  • Oversees all hiring, performance management, and employee engagement within the department. Provides training opportunities, constructive and positive feedback to team members within area of responsibility.  Creates a motivating environment.
  • Keeps informed of all new developments within the department and makes recommendations designed to maximize department and company success.
  • Effectively manages internal and external guest relations, which may require levels of patience, tact and diplomacy. Responsible for addressing guest and team member issues as appropriate.
  • Manages multiple priorities simultaneously and meets deadlines, often in stressful and high-pressure situations.
  • Must have the ability to promote positive, fair, and ethical relations with all team members, with all Encore contractors, and in all interactions within the Host and Surrounding Communities, as an ambassador of the Encore brand.
  • Capital planning and investment management, Enterprise architecture, Information security, Information technology/ information resource management strategic planning, IT workforce planning, System acquisition, development and integration, Records management, Privacy, Statistical policy and coordination.
  • Works closely with the CIO North America to achieve all organizational goals and objectives including excellence in the delivery of 2nd level support services, as well as defines and maintains best practices with respect to Monitoring, Systems Operations, Network Management, Systems Management, Systems. Performance Measurement and Reporting, Data Management, Backups, Data Restoration, and Local and Offsite Data Storage.
  • Manages the operations, security and systems monitoring standards for the teams that support all technology systems including network switches and network nodes.
  • Manages the human capital against performance metrics and maintaining overall excellence and best practices within the Operations organization so that 24x7x365 support is flawlessly delivered.
  • Manages all inventories of desktop, network & server side equipment, providing maintenance on equipment including the management of vendor-provided systems support, as well as acting as the senior escalation point for system problems and outages.
  • Defines and maintains systems monitoring procedures. Perform risk analysis of critical systems and both business and technical risk.
  • Establishes the accountability of the teams and team members of the operation.
  • Supports annual business plan objectives and deliverables for IT including strategic systems and operations objectives, budgets for proposed projects, performing cost/benefit analyses, and defining resource requirements for: Systems monitoring, Operations, Change management, Network engineering, Systems engineering, VoIP engineering, Wireless LAN, Security/ Risk Avoidance, Defining the strategic systems and database maintenance methodologies and best practices to be employed.
  • Recruits, mentors and retains talent in all departments within the Operations organization.
  • Works with safety as a priority, and follows department and company safety standards.
  • Maintains relevant knowledge of industry through continuing education and training.
  • Performs any other job-related duties as assigned.

Job Requirements

To perform this job successfully, an individual must be able to perform each job responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Age, Gaming and Certifications:

21 years of age or above.

Will be required to obtain and maintain registration or a license issued by the Massachusetts Gaming Commission.

Must be willing to obtain and keep any required work cards for position.

Education and/or Experience: 

Bachelor’s Degree in Information Technology or above in a related field or equivalent experience required.

Minimum 10 years of Information Technology experience, 5 years in a leadership role required.

Requires strong computer skills and proficiency in Microsoft Office specifically Outlook, Word, Excel, & PowerPoint.

Candidate must have experience with planning and project management.

Must possess outstanding organizational, interpersonal, and administrative skills, as well as excellent attention to detail.

Knowledge of union as well as non-union working environments preferred.


Language Skills:

Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents.  Ability to respond to common inquiries from other employees or guests. Fluency in English required, second language a plus. Ability to write detailed instructions and correspondence.  Ability to effectively present information in one-on-one and group situations.

Mathematical Skills & Reasoning Ability:

Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to decipher reports and maintain reports on request.

Physical Demands:

The physical demands described here are representative of those that must be met by the Team Member to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is also regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls. The employee is occasionally required to reach with hands and arms, and to sit, climb or balance, and stoop, stretch, bend, kneel, crouch, or crawl.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Essential responsibilities include moderate physical ability such as lift or maneuver at least thirty (30) pounds, and varied instances of standing/walking. 

Work Environment:

The work environment characteristics described here are representative of those that exists while Team Members are performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • The noise level in the work environment is typically moderate. When on the property, the noise level increases to loud. Must be able to interact with internal and external guests in a professional manner.
  • Due to the unpredictable nature of the hospitality/entertainment industry, Team Members must be able to work varying-schedules to reflect the business needs of the property.


For more information, visit encorebostonharbor.com or follow Encore Boston Harbor on InstagramTwitter and Facebook.


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