IT Service Desk Manager

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

This position isfull-time in the office located in Dallas, TX, Monday through Friday with the exception of escalation calls on the weekends.

Responsibilities

Assist in the recruitment, development, and retention of support desk representatives, both onshore (internal) and near-shore (MSP)

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

Ensure the successful execution of collaborative projects through team coordination and follow-through

Responsible for hosting the daily IT stand-up meeting

Comfortable speaking in front of an audience

An ability to think critically about systems and to make adjustments as needed

The ability to manage time effectively while setting the tone of the team through modeling and leadership

Procurement of IT hardware and / or software

Responsible for the hardware end-user roadmap

Responsible for ITAM management (hardware and software)

Administer and manage the Zoho ticketing across the Omni environment

Promoting the service desk with senior leadership and working to ensure that it is correctly viewed as a core business asset

Adept at delivering clear and engaging presentations to both small and large audiences

Oversee the timely delivery of quality technical support services

Responsible for maintaining the call routing for the Service Desk

Manage the 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

Manage on-call schedules and system maintenance to support 24x7 operations

Manage the VIP (C-Suite and Executive) end-user support

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, customers, 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 the 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 issues

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 with 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 Linux server OS, Datacenter hardware, Microsoft and cloud-based productivity products, Networking and Security concepts, Internet technologies, Support Desk ticketing system, AD, Group Policies,

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

ITIL certification (desired)

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 the 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 are required

This individual must be assertive and self-driven to achieve consistent performance improvement in themselves 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 .

Job LocationsUS-TX-Dallas

Posted Date1 month ago(10 / 6 / 2025 3 : 47 PM)

Requisition ID 2025-128197

of Openings 1

Category (Portal Searching) Information Technology