Sr. It Service Desk Manager

The Kessler Collection is made up of 11 artful hotel and resort properties, 25 restaurants, and over 1,700 Grand Performers across seven 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

Senior Service Desk Manager to oversee Kessler IT Service Desk team and M365 Environment Support. This role is crucial for ensuring the smooth operation of our IT support services, managing a team of IT professionals, and ensuring the highest levels of customer service and technical support. The ideal candidate will possess a blend of technical expertise, leadership skills, and a deep understanding of IT service management and operations.

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

• Leadership and Team Management: Lead, motivate, and manage a team of IT Service Desk professionals. Conduct performance reviews, manage team schedules, and ensure ongoing professional development.
• Strategic Planning: Develop and implement strategic plans to improve Service Desk operations, increase efficiency, and enhance customer satisfaction.
• Service Delivery: Oversee the delivery of high-quality IT support services. Ensure that service level agreements (SLAs) are met consistently.
• Incident and Problem Management: Ensure effective handling and resolution of critical IT incidents and problems. Implement proactive measures to minimize future incidents.
• Customer Service Excellence: Maintain a strong focus on customer service excellence. Handle escalated issues and ensure a high level of customer satisfaction.
• Process Improvement: Continuously identify opportunities for process improvement within the Service Desk environment. Implement best practices and innovative solutions to enhance service delivery.
• Process Optimization: Streamline Service Desk and IT operations processes to improve efficiency, reduce downtimes, and enhance user satisfaction.
• Reporting and Analysis: Generate and analyze Service Desk reports to track performance metrics, identify trends, and make data-driven decisions for improvements.
• Quality Assurance and Compliance: Ensure adherence to quality standards and compliance with regulatory requirements. Implement IT policies and procedures.
• Team Development and Training: Foster a culture of continuous learning and improvement. Provide training and career development opportunities for the team members reporting to this position.
• Vendor Management: Coordinate with external vendors and partners to ensure the seamless delivery of IT services.
• Compliance and Security for Laptops and End User Computers: Ensure compliance with relevant laws, regulations, and company policies. Oversee the security of IT laptops and end user computers.
• Oversee Microsoft Intune – computer patch management, computer images are kept up to date, security solutions are pushed to ensure all end user systems are secure and up to date.
• Oversee Microsoft MDM – Mobile Device Management
• Co-oversee M365 and Azure environments in collaboration with Sr Infrastructure , Server & San Architect.
• Ensure project, roadmap and initiative execution progress, including consistent and effective communication. This includes managing escalation and managing risk.
• Ensure key stakeholders are timely informed about issues, outages or risk mitigation actions as well as major incidents.
• Keeping abreast of the latest advancements in technology, protocols, and best practices.
• Proven deep understanding of the principles of TCP/IP and other network technologies. 
• Proven understanding and deep knowledge of scripting 
• Provide prompt and accurate feedback to customers.
• Prioritize and manage several open issues at one time.
• Document technical knowledge in the form of notes and manuals to share with IT Team
• Ensure all issues are properly logged in Kessler Manage Engine Service Desk system.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
• Maintain jovial relationships with Property Leadership and Grand Performers
• Troubleshooting technical issues and developing effective long-term solutions.
• Create and maintain documentation on the organization’s systems and procedures.
• Perform other duties as required.

To perform this role successfully, an individual must have experience achieving desired result(s) in their areas of responsibility. The requirements listed below are representative of observable behaviors and essential knowledge, skill, and abilities required of a successful incumbent.

• Experience in supporting simultaneously 3 or more hotel properties with vision, leadership, and expert technical depth.
• 8+ Years Technology Focused Experience Required. 
• Deep expertise with Microsoft 365 Azure, Administration & Support
• Experience with Microsoft Intune and Implementing Mobile Device Management
• Power BI & PowerShell Scripting preferred.
• Managing and translating business requirements into technical solutions
• Ability to work independently as well as in a team environment with minimal supervision.
• Strong analytical and problem-solving skills; Demonstrable strong written and verbal communication skills
• Ability to be flexible with work schedule.
• Demonstrable ability to work toward and meet deadlines.
• Strong understanding of the Kessler systems.
• Ability to work well in a highly dynamic environment, and efficiently multi-task. 
• Ability to effectively manage third-party vendors for support of various systems. 

• Jr Microsoft O365 Engineer

Education, License, Certifications, Experience

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Minimum of 5 years’ experience in IT Service Desk management.
• Strong leadership and people management skills.
• Excellent problem-solving and decision-making abilities.
• Proficiency in ITSM tools and technologies.
• Exceptional communication and customer service skills.
• Knowledge of ITIL frameworks and best practices.
• 8+ Years Technology Focused Experience Required. 
• Minimum of 6 years IT Help Desk, Service Desk and customer service support
• Minimum of 5 years IT support experience in LAN/WAN networks, server support, application support
• Minimum of 5 years of experience with Microsoft products including Office 365
• Minimum 2-year experience with VMWare administration

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.
• Work is primarily outside, so comfort with working outside with temperature extremes and varying weather conditions is a requirement.
• Conditions that exist with the operation of an automobile garage, including vehicular traffic.
• Must be able to cope with frequently 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.

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. 

 *Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions & physical demands of this role.

• While performing the duties of this job, the incumbent is regularly required to move 20lbs on a daily basis.
• Push, pull, and lift up to 50lbs 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.