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IT Service Desk Manager


The Kessler Collection
Orlando, FL
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About This Job


An Inspiring Career Awaits You!

The Kessler Collection is made up of 11 artful hotel and resort properties, 25 restaurants, and over 1,800 Grand Performers across 7 states, we continue to grow and so will you! The opportunities are endless. Our mission of inspiring places, intuitive service, and exuberant guests means we are committed to our Grand Performers learning, development, and well-being.

We believe people want to be inspired!

Our Grand Performers Receive Many Benefits Including:

  • Marriott Employee Discounts Worldwide
  • Competitive Wage & Discretionary Bonus Program
  • Medical, Dental, Vision Insurance
  • Company-Sponsored Life Insurance
  • Short & Long-Term Disability Insurance
  • Pet Insurance
  • Tuition Reimbursement Program
  • 401(K) with Discretionary Company Matching Contributions
  • Employee Assistance Program

Job Summary

Reporting to the Corporate Chief Information Officer, the Corporate IT Service Desk Manager is responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving.

The service desk provides an important role for businesses, as it serves as the point of contact for all issues related to IT. In this critical role, the Manager of the IT Service Desk is responsible for effectively managing customer expectations, setting the organizational standard for customer engagement, serving as a communication channel between customers and the IT organization, and, whenever possible, the Service Desk team provides a first-contact resolution for customers.

In addition to these essential tasks, the service desk is responsible for identifying and pursuing service improvement initiatives; managing complaints, suggestions, and compliments; and perhaps most importantly, often service as the face, or voice, of the organization to customers. A strong, healthy service desk team is consistent; committed to quality and regular quality improvements; viewed throughout the organization as an important component of the IT team; committed to utilizing and responding to employee satisfaction metrics; and aware of the importance of utilizing regular performance metrics.

Serving as a primary point of contact for customers, the service desk plays a critical role in forming customers’ perceptions of businesses. It also has a big impact on customers’ experiences. As a result, it’s important that the service desk is effective, consistent, prepared, and courteous.

Core Responsibilities

Primary areas of responsibility include, but are not limited to the following:

The Corporate Manager of the IT Service Desk is responsible for managing staff scheduling and ensuring the availability of resources to cover organizational support needs.

This varied set of skills, from knowledge of relevant technical standards to the ability to inspire and motivate a team, is necessary to carry out effectively the many responsibilities of a Service Desk and support Manager. The first and primary responsibility of the Service Desk Manager is to meet targets and expectations for customer service and support performance. This is the key metric for determining the success of a Service Desk Manager and what all other responsibilities are centered around.

Other key responsibilities of the Corporate Manager, IT Service Desk are to help ensure the team meets this primary goal including but not limited to:

  • Effectively managing, developing, and training the Service Desk team.
  • Ensuring that all processes used by the Service Desk are thoroughly documented, consistently audited, and regularly improved.
  • Monitor and document customer issues and make sure they are resolved as quickly as possible.
  • Requires a thorough understanding of team responsibilities and workflow and will recommend improvements of processes and provide guidance for staff members in resolving problematic situations.
  • Conducting and sharing results from service and operation performance reviews.
  • Promoting the Service Desk with senior management and working to ensure that it is properly viewed as a core business asset.
  • Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in Service Desk operations.
  • Being aware of and managing the costs of running the Service Desks.
  • Provide orientation and training to onboard new Service Desk staff members.
  • Managing project timelines, budgets, and documentation.
  • Troubleshooting technical issues and developing effective solutions.
  • Preparing system analytics, data reports, and operational manuals.
  • Keeping abreast of the latest advancements in technology, protocols, and best practices.
  • Understand industry trends.

Communication with Management

  • One of the most important roles of the Corporate Manager, IT Service Desk is to help support business-wide and IT objectives. Doing so ensures that the service desk is appropriately involved in any new initiatives and that it’s actively helping to improve IT and business-wide services.
  • To effectively do this, the Service Desk Manager needs to regularly inform and advise management about service desk issues and concerns associated with those issues.
  • Similarly, the Service Desk Manager needs to offer tangible and, whenever possible, data-driven suggestions on ways that IT services can improve.
  • In addition to supporting business-wide goals, regular and effective communication between the Service Desk Manager and CIO is important to ensure that the service desk is aware of and represented on all initiatives or changes that impact service.
  • Doing so allows the team to be involved in cross-functional projections and organizational initiatives. It also provides a communication channel for the Service Desk Manager to share any identified initiatives that can help contribute to the business’s success. Further, this is a crucial way to make sure that the service desk is properly viewed as an integral part of the IT team as well as an essential business asset.

Supervisory Responsibilities

  • The IT Service Desk Manager's role is to oversee the entire Service Desk staff and ensure that end users are receiving the appropriate assistance.
  • The IT Service Desk Manager supervises the day-to-day operations of a technical help desk. Supports and coaches team members on effective methods to research, troubleshoot, and deliver solutions.
  • The IT Service Desk Manager trains team on the help desk systems, processes, tools, and procedures required to document, track and resolve reported problems and to meet operational service levels and standards. Ensures the latest product and technical updates or policies are available and communicated to the team.
  • The IT Service Desk Manager monitors request queue and tracks key metrics to ensure sufficient coverage and achievement of service standards. Acts as the escalation point for critical issues and facilitates a final resolution.

Minimum Qualifications

Education, Certifications, Work Experience:

  • At least 8 years of specialized IT experience, service desk support and customer support.
  • Ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
  • A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
  • Ability to balance and plan the short-term actions of the team.
  • Knowledge and understanding of all relevant industry standards.
  • Knowledge and understanding of best practices for service management.
  • Strong communication skills, including the ability to be influential and persuasive with stakeholders.
  • An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.
  • A complete understanding of the organization’s business.
  • An ability to think critically about systems and to adjust consistently as needed.
  • The ability to manage time effectively while setting the tone of the team through modeling and leadership.
  • Excellent understanding of the organization’s goals and objectives.
  • Possess advanced knowledge of hardware and software systems and exceptional analytical thinking abilities.
  • Should be able to effectively resolve technical issues and implement cost-effective solutions.
  • The ability to use independent judgment in identifying root cause of problems and developing solutions to a variety of problems of moderate to large scope and complexity.
  • Good verbal and written communication and presentation skills to accurately document and report findings to a variety of audiences.
  • Excellent problem-solving and multitasking skills
  • Customer-oriented attitude and strong people skills.
  • Excellent written and verbal communication.
  • Ability to handle stress and work under pressure with professionalism.
  • The ability to interact with a wide range of people from different backgrounds and races.
  • Excellent teaching, problem-solving, communication, and interpersonal skills.

Work Environment

The work environment/conditions described herein are representative of those that an incumbent may experience.

  • Must be comfortable working in a shared space, with constant noise, without the use of a private office.
  • Must be able to cope with frequent changing priorities and deadlines with a high degree of optimism, professionalism & collaboration.
  • Schedules may vary from week to week based on business demands in excess of 40 hours with or without notice.

Physical Demands

The physical demands described herein are representative of those that must be met by an incumbent to successfully perform the essential functions of this job.

  • While performing the duties of this job, the incumbent is regularly required to move 10lbs on a daily basis.
  • Push, pull, and lift up to 25lbs on a weekly basis.
  • While performing the duties of this job, the incumbent is regularly required to travel by foot, car, bus, airplane, or other means of transportation which require sitting, waiting, and standing for long and short periods of time.
The Kessler Collection is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics
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About this Employer

The Kessler Collection

4901 Vineland Road
Suite 650
Orlando, FL 32811

(407) 996-9999

Management Company

Discover our Company 

The Kessler Collection is a luxury boutique hotel company with locations in Alabama, Colorado, Florida, Georgia, North Carolina and South Carolina. Each hotel in the Kessler Collection is filled with unique artwork from internationally acclaimed artists and showcased in each of our Grand Bohemian Art Galleries. Our four Florida hotels located in Orlando and St. Augustine exude the magic of Walt Disney World, offer a landmark of hospitality, and provide casually elegant Old Florida style with lavishly appointed guest rooms and beautiful function space. Our Colorado property offers exclusive ski accommodations in Beaver Creek, Colorado and is equipped to treat guests with the finest services and amenities. Our Savannah, Georgia hotels deliver the atmosphere of historic River Street and nearby attractions just steps from historic sites. Our Charleston, South Carolina and Mountain Brook, Alabama include creatively crafted cuisine and unique wine blending experiences. Our Asheville, North Carolina hotel is the perfect retreat located steps from the famous Biltmore Estate set among the beautiful Blue Ridge Mountains. Whether visiting for business or pleasure, The Kessler Collection delivers inspiring places, intuitive service, and exuberant guests.

A Career at The Kessler Collection

Welcome to the Kessler Collection! If you are looking for a career in the hospitality industry, this is the place for you. With 11 luxury boutique hotels located in Alabama, Colorado, Florida, Georgia, North Carolina and South Carolina, we employ approximately 1,700 Grand Performers nationwide. As an employer of choice, we offer career opportunities in Accounting, Engineering/Maintenance, Food & Beverage, Housekeeping, Human Resources, Administration, Front Office, Customer Service, Marketing, Sales, Information Technology, Spa, Gallery, and various leadership positions within these departments and outlets. We provide competitive wages, great benefits, paid training, and job growth – but don't just take our word for it, hover over the thumbnails above to hear from our Grand Performers themselves!

Do YOU have what it takes?

At the Kessler Collection, we're not just employees, we are Grand Performers. Picture yourself part of a dynamic team of motivated, creative professionals whose mission is to create Inspiring Places, Intuitive Service, Exuberant Guests. Do you think you have what it takes to be Grand Performer?