IT Service Desk Manager in Orlando, FL at Holiday Inn Club Vacations

Date Posted: 1/10/2020

Job Snapshot

Job Description

Holiday Inn Club Vacations look for individuals who excel in their role, and are committed to delivering an exceptional experience for our guests, owners, and team members.  We look for individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect, encourage success and build relationships?  We’re looking for people like this to join our friendly, engaged, professional team.               

POSITION OVERVIEW:

The Service Desk Manager is responsible for developing and maintaining a highly effective end-user support and service program, which includes a full-service helpdesk. Components include performance standards and measurement, issue tracking and evaluation and follow up to ensure user satisfaction. Develops and implements priority response measurements. Ensures the quality, security, and integrity of user profile information and provides consistency in content, look and feel. The Manager establishes standards, processes, and policies for the Technical Services Support Group and performs year end performance evaluations and career planning for direct reports. 

ESSENTIAL DUTIES AND TASKS

  • Supervise help desk team by defining schedules, priorities, evaluating performance, and providing support and direction.
  • Manages the daily calls and ensures all SLA’s are met. 
  • Gathers and analyzes metrics to benchmark the helpdesk workload/performance and identify trends in ticketed issues for reporting. 
  • Manage ticket queue to ensure tickets are being handled in a timely manner. 
  • Assist team with high call volume, as needed.

Job Requirements



EDUCATION and/or EXPERIENCE

  • Bachelor’s degree (BA or BBA) from a four-year college or university; or five years related experience
    Managing a Service Desk in the Hospitality or Entertainment industry is a plus
  • 5+ years related technical and managerial experience in a help desk environment
  • Experience with ServiceNow a plus

SUPERVISORY RESPONSIBLITIES

The position provides supervision in both work assignments and performance development to a staff of 10 Helpdesk Analysts.

QUALIFICATIONS

  • Advanced computer skills with Microsoft Office 365, Visio and project/client databases
  • Excellent verbal and written communication skills are essential 
  • Strong customer service commitment
  • Proficient in prioritizing, organizing and delegating assignments
  • Possess well-developed judgment, interpersonal and communication skills
  • Attention to detail and analytical as well as a creative approach to problem solving
  • You must be able to work on-site in the Orlando Corporate Office

 

WORK SCHEDULE/HOURS

Schedules will vary depending on business needs, and may entail working nights, weekends and holidays.  Must be flexible to work outside of departmental operating hours.