What are the responsibilities and job description for the Supervisor, Application Support position at Internova Travel Group?
Overview
Global Travel Collection (GTC), part of Internova Travel Group, is the most influential collection of international luxury travel advisors. More than 1,700 GTC advisors are industry leaders in providing premium travel services to leisure travelers, corporate executives and the entertainment industry. GTC’s combined global reach and leverage translate into value, recognition and preferential treatment for its world traveler clients. Click here for more information about Global Travel Collection.
Responsibilities
Job Summary:
The Application Support Supervisor (Level 1) leads the Level 1 Application Support Specialist team, ensuring efficient intake, triage, and resolution of application and GDS-related requests. This role provides daily oversight, coaching, and guidance to Application Support Specialists to ensure consistent service delivery and adherence to established processes. The Supervisor is responsible for managing the support queue, ensuring requests are properly documented, tracked, and resolved or escalated to Level 2 as needed. They serve as the first point of escalation for higher-impact issues and help maintain service quality and response standards. This role partners with internal teams to identify trends, improve workflows, and highlight training needs to reduce recurring issues. The Supervisor also ensures processes are documented, maintained, and aligned with evolving business and industry requirements. In addition to leadership responsibilities, this role is expected to support Level 2 functions and participate in special projects as needed, based on business priorities and direction from the manager.
Essential Duties and Responsibilities:
Working in the Service Desk environment, requests are opened for questions and concerns from multiple departments. Responsibilities include, but are not limited to: • Sabre, TP GDS software support • ClientBase product support • Report and escalate GDS system issues to next level • Agent GDS questions (formats, workflows, processes) • Agent onboarding support • TripCase and Compleat communications support for agents • Assist with agency implementations • Agent-facing product support • SharePoint support • Provide day-to-day supervision of Level 1 Application Support Specialists, including workload distribution, queue management, and ensuring adherence to service standards • Coach, mentor, and support team members to improve performance, knowledge, and service quality • Act as first point of escalation for complex or high-impact Level 1 issues • Monitor and ensure proper documentation, tracking, and resolution of all support requests • Identify performance trends and provide feedback to improve team efficiency and effectiveness • Evaluate and escalate issues for training opportunities. Collaborate with training team, Operations Directors, and Managers to highlight recurring issues, errors, and gaps in GDS skills. • Evaluate and escalate issues to other IT and operational teams as necessary. • Continuously review and enhance communication procedures and channels to ensure proper delivery of relevant information to agents and support teams. • Support Level 2 functions and assist with advanced troubleshooting as needed • Participate in special projects and cross-functional initiatives as assigned by the manager • Assist with projects in other GTC advisor support departments as needed.
Qualifications
• 3–5 years of experience with Travel GDS systems, primarily Sabre • Experience with Travelport (preferred) and Amadeus (a plus) • Experience with GDSx / Concur Compleat (a plus) • Knowledge of ClientBase (a plus) • Prior travel agent or agency support experience (preferred) • Advanced understanding of the travel industry, workflows, and GDS processes • Proven ability to lead, coach, or mentor team members in a support environment • Strong customer service orientation with a focus on quality and responsiveness • Excellent verbal and written communication skills with strong attention to detail • Demonstrated problem-solving skills with a proactive, “can-do” attitude • Ability to prioritize, multitask, and perform effectively in a fast-paced environment • Strong organizational and time management skills • Ability to manage workload distribution and support queue oversight • Comfortable handling escalations and high-impact issues with professionalism • Flexibility to work shifts between 9:00 AM and 9:00 PM ET • Associate degree preferred; Computer Technology • GDS certification (e.g., Sabre, Apollo, Amadeus, or Travelport) is a plus.
PAY AND BENEFITS
Our benefit offerings include medical insurance, meal tickets, transportation allowance, paid time off, discounted employee travel options, access to LinkedIn Learning webinars and courses.
The salary range on this job posting/advertising has been developed to give applicants a range based on the local market where the candidate would be working. Many factors, such as years of experience, budget etc. are considered when determining the starting rate of pay.
This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company’s financial goal achievement and individual performance.
Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.
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