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

Date Posted: 4/25/2019

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

1. Manages the daily calls and ensures all SLA’s are met. 

2. Creates and maintains reports to show daily call stats. 

3. Manage ticket queue to ensure tickets are being handled in a timely manner. 

4. Coaching and training of support staff. 

5. Scheduling of support staff. 

This job description in no way states or implies that these are the only duties to be performed by the employee in this position.  It is not intended to give all details or a step-by-step account of the way each procedure or task is performed.  The incumbent is expected to perform other duties necessary for the effective operation of the department.

 

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 of Help Desk Management and customer service experience

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 including Word, Excel, PowerPoint, 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

PHYSICAL DEMANDS

While performing the duties of this job the employee may be required to sit or stand for extended periods of time.  Will be required to bend, twist, reach, push, pull, and operate office machinery.  Must be able to lift up to thirty pounds.  Specific work assignments may change without notice.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

WORKING CONDITIONS

The majority of work will be performed in a climate-controlled environment, but may be exposed to inclement weather and varying degrees of temperature on occasion.

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.