Overview

Omni Hotels and Resorts creates genuine, authentic guest experiences at 60 distinctive luxury hotels and resorts in leading business gateways and leisure destinations across North America. Omni Hotels is known for its exemplary culture, authenticity to the markets in which we operate, innovation and exceptional service. Our commitment to career development has created tenure and loyalty that enables us to perpetuate our family atmosphere.

Job Description

The IT Service Desk Manager is responsible for managing and mentoring our IT Service Desk, providing excellent customer service and think strategically. The IT Service Desk Manager will be part of a dynamic, fast-paced, agile department where change is frequent and constant. You will be responsible for handling the execution of operational, tactical, and strategic activities daily. IT Service Desk Manager will assist in supervising core operations, as well as lead and develop a team of employees chartered with providing first and second level technical support in a service desk environment providing round-the-clock support.

Responsibilities

• Assist in the recruitment, development and retention of support desk representatives and technicians and motivate a team operating at a high-performance level
• Facilitate a collaborative environment with project team members, business and technical owners, and other stakeholders to establish a culture of trust and open communication
• Interface with other IT functional area leaders to assist in defining support initiatives and solutions for improving service efficiency and effectiveness
• An ability to think critically about systems and to make adjustments consistently as needed
• The ability to manage time effectively while setting the tone of the team through modeling and leadership
• Ensure that all VIP customer support is prioritized and handled with white glove service
• Lead and manage the Zoho ticketing and end point tool across the Omni environment
• Promoting the service desk with senior leadership and working to ensure that it is properly viewed as a core business asset
• Oversee timely delivery of quality technical support service
• Manage Service Desk team and evaluate performance, providing ongoing feedback and training
• Ensure high levels of customer service, technical expertise, productivity, efficiency, and quality in staff performance
• Set and rotate Support Desk and on-call schedules and system maintenance to support 24x7 operations
• Ensure systems support analysts have adequate resources to complete their jobs
• Ensure high quality technical support and increase client satisfaction
• Establish best practices through the entire technical support process
• Recommend changes to processes and technologies to improve support
• Performance reporting using service desk metrics
• Coordinating and managing all relevant stakeholders, including the support desk team, customer and other teams that are involved in service desk operations
• Follow up with customers to identify areas of improvement
• Develop daily, weekly, and monthly reports on help desk teams’ productivity
• Analyze statistics and compile accurate reports based on IT Service Request platform
• Provide customer feedback to the appropriate internal teams, like product developers
• Design and implement client technical support processes
• Develop service procedures, policies and standards
• Establish and manage operational service level agreements (SLAs)
• Deliver core IT services as per established SLAs
• Train staff and delivery of training to clients by third parties if needed
• Must independently learn and keep pace with changing technologies, keep ahead of industry’s developments and apply best practices to areas of improvement
• Develop, maintain, and lead procedures that support core operations
• Control and coordinate resources efficiently and utilize assets to achieve qualitative and quantitative targets
• Diagnosing hardware and software malfunctions
• Installing new software on associates’ machines
• Must be able to effectively and clearly communicate to the end-user community and discuss solutions in a non-technical manner
• Take ownership of customer issues and follow problems through to resolution
• Participate in the delivery of projects, training, and services
• Project work associated to change management and incident management

Qualifications

• Minimum 4 years of experience as a Support Desk leader – must be able to demonstrate ability to lead and mentor
• Technical skills (minimum 3 years of experience): Windows and Linus server OS, Datacenter hardware, Microsoft and cloud-based productivity products, Networking and Security concepts, Internet technologies, Support Desk ticketing system, Data backup and restore, NOC design and operations
• Must demonstrate experience and a passion for building and leading cohesive technical teams, taking pride in helping individuals achieve their best, and the business achieve outstanding results
• Be able to think strategically
• Problem solving, troubleshooting, and analytical skills with the ability to define problems (both technical and departmental), collect data, establish facts, and draw valid conclusions
• Experience with IT procurement and supplier management
• Solid technical background with an ability to give instructions to a non-technical audience and solid customer service experience
• Knowledge of software and hardware systems being supported
• Hands on experience with service desk and remote-control software
• Effective personnel management and team management skills
• Ability to motivate team to achieve specific goals
• Customer service oriented with a problem-solving attitude
• Excellent written and verbal communication skills
• Detail oriented individual with an ability to multitask
• Strong interpersonal, problem-solving, and conflict management skills with the ability to establish and maintain effective, professional, and harmonious relationships is required
• Individual must be assertive and self-driven to achieve consistent performance improvement in self and employees

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster and its supplement are available using the following links: EEOC is the Law Poster and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement If you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position, please send an email to applicationassistance@omnihotels.com.