Manager, Hotel Systems Technical Support

Manager, Hotel Systems Technical Support

Job Description:
Provide leadership, training, coaching, and development of Hotel System Technical Support Tier 1/Tier 2 Analysts and Hotel Systems Technical Support Senior Analysts. Work collaboratively with the leadership team to manage the operational performance of the business, delivering exceptional support to our partners and internal users while maintaining a balance with efficiency and continuous improvement.

Responsibilities:
• Perform stakeholder management responsibilities inclusive of influencing at a region, market, or functional level on operational performance matters.
• Effectively collaborate with internal partners to raise and resolve technical issues at local or global level
• Participate in budget management matters such as headcount management and morale
• Efficiently balance capacity by working collaboratively with regional management ensuring that workload is managed globally
• Manage a team of Tier 1 Analysts, Tier 2 Analysts and Senior Analysts, inclusive of employment decisions
• Contribute to the organizational strategy and focus for the team(s) ensuring timely and accurate processing of all work queues
• Consistently meet or exceed KPIs established for the team, ensuring consistent delivery against quality and productivity standards
• Analyze and improve team performance through active measures, inclusive of performing case wellness reviews and reviewing productivity dashboards
• Assist in design, Implementation, and execution of process improvements while ensuring adherence to and comprehension of improvements by the team
• Ensure issues are escalated, tools and resources are made available; removing barriers and obstacles preventing analysts from successfully completing their work assignments; escalating to technology teams to bring satisfactory resolution to system (technology or human) failures
• Support organizational strategy, focus & direction, and lead a culture of continuous improvement
• Effectively train and onboard new team members
• Communicate performance updates to stakeholders as required
• Develop and communicate employee goals and objectives, training plans, and long term career development plans
• Effectively communicate, coach, mentor employees and set individual and team goals that align with the organizational goals
• Facilitate regular scheduled team meetings to align with peers, set expectations, and promote effective communications
• Maintain team attendance guidelines and identify and coaching employees through behavior and skill issues.
• Work collaboratively with HSTS Supervisors and Managers to drive operational improvement to ensure quick, efficient and high quality response to customer cases and calls
• Contribute to creation of Monthly MBR and WBR highlights and actions
• Work closely with hotel partners and internal customers for problem resolution and escalation

Qualifications:
• Experience managing performance and development of technical employees
• A solid understanding of web technology, especially an analytical understanding of XML and web services and/or experience in a technical role is desired
• Demonstrated understanding and experience in maintaining and improving KPI performance
• Experience in reporting and analysis of operational metrics
• Demonstrated success in hiring and retaining employees
• Ability to solve moderately complex issues/problems
• Understanding of local Employment Law
• Ability to work collaboratively across organizations
• Highly effective in managing multiple tasks and escalations simultaneously
• Excellent interpersonal abilities along with good oral and written communication skills.
• A passion for customer service and above average patience and diplomacy
• Capacity to work independently with minimum supervision within a remote office and coordinate work within the team
• Proficiency in Microsoft Word and Excel and usage of the Internet
• Professional, solution oriented attitude and work ethic
• Conscientious, quick learner, adaptable, and strong team player
• Knowledge of the hotel industry a strong asset

Work Experience and Education Guidelines:
• BS/BA or equivalent experience
• 3+ years of technical support experience in a technology or operations environment.
• 2-4 years of experience managing operationally diverse teams
• 2+ years of technical analysis in a customer support environment preferred.

Core Competencies:
• MS Office
• Excel
• MS SQL Preferred but not required

*LI – TS1