Help Desk Support Manager

Job Number ‎23136001
Job Category Information Technology
Location Dubai Area Office, Central Park Towers Level ‎12, Dubai, United
Arab Emirates, United Arab Emirates VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

Job Summary
Manages the day-to-day help desk operations and the support staff for one or
more help desks and the related applications. Develop and adhere to key
performance indicators and resource plans, research best practices to provide
cost effective support, and improve customer satisfaction. Act as an
escalation for all issues pertaining to the above-mentioned applications.
Collaborate with business customers, Service Providers, and suppliers of IT
products to create and deliver services that meet and exceed the needs of the
business for cost, quality and customer service. Responsible for overall
development of staff through ongoing and new-hire training, and metric
reviews. Validates that call resolution process from initial contact to
resolution for supported Marriott business applications consistently meet or
exceed service targets. Validates that team has sufficiently documented all
service requests and that issues are resolved within service targets. Provide
reporting and analysis of support contacts where needed. The Help Desk
operates 24x7x365.
Expected Contribution
* Oversees proactive problem follow up and timely resolution to contacts, driving problem escalation as appropriate to ensure management awareness of problems that are severe in nature or that are exceeding documented service level agreements including Service Providers.
* Communicate timely and relevant information to associates.
* Attends business meetings/training as necessary
* Functions as the customer advocate for Marriott business applications
* Coordinate training and guidance to associates, where appropriate, and serving as a point-of-contact for problem resolution
* Responsible for own work and contributing to team, department and/or business results.
* Conduct performance reviews for associates
* Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
* Assist and conduct service reviews with all business leaders, Service Provider, and other IR partners.
* Ensure documented procedures and current content is available in knowledge base for all supported applications.
* Create, manage and monitor ongoing support training for analyst's, coordinating the training with other groups as needed.
* Serve as point of escalation for support issues reported by internal and external sources.
* Ensure proper staffing to meet set goals.
* Monitor and provide reporting of key metrics to analysts on a periodic basis.
* Performs other duties as appropriate.
* Implementing and Managing Continuous Improvement Program
* Demonstrates continuous improvement through metrics of quality consistency and client satisfaction
* Works with application development service providers, IT teams, and business partners to implement continuous improvement activities
* Responds to issues identified in project surveys or other feedback processes, to continually improve client satisfaction
* Perform regular associate feedback sessions
Managing Projects and Priorities
* Align and develops specific goals and plans to prioritize, organize, and accomplish work for self and direct reports.
* Provides direction and assistance to other teams regarding projects.
o Determines priorities, schedules, plans and necessary resources to ensure
completion of any projects on schedule.
* Analyzes information and evaluates results to choose the best solution and solve problems.
* Thinks creatively and practically to develop, execute and implement new plans or programs. Generates and provides accurate and timely results in the form of reports, presentations, etc.
* Plans, develops, implements, and evaluates the quality of the teams' operations.
* Provides recommendations to improve the effectiveness of processes or programs.
* Understands and meets the needs of key stakeholders.
* Supports achievement of performance goals, budget goals, team goals, etc.
Leading Discipline Team
* Champions leaders' vision for product and service delivery.
* Works with direct reports and peers to develop and implement strategies and goals. Communicates a clear and consistent message regarding goals to produce desired results.
* Makes and executes the necessary decisions to keep team moving forward toward achievement of goals.
* Provides targeted and timely communication of results, achievements and challenges to direct reports, peers, and leaders.
Managing and Conducting Human Resources Activities
* Interviews and hires employees.
* Promotes the fair and equitable treatment of employees.
* Facilitates regular, ongoing communication in department (e.g., staff meetings).
* Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with customer and employees.
* Incorporates customer satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
* Sets goals and expectations for direct reports using the performance review process and holds staff accountable for performance goals.
* Solicits employee feedback.
* Utilizes an "open door policy" and reviews employee satisfaction results to identify and address employee problems or concerns
* Promotes adherence to policies consistently, follows disciplinary procedures and documents items according to Standard and Local Operating
Procedures (SOPs and LSOPs) and supports the Peer Review Process.
* Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
* Champions change ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.
* Identifies talents of direct reports and their teams and assists with their growth and development plans.
Candidate Profile
Education and Experience
Required:
* ‎5+ years' experience in business application support in a call center environment, customer service or hospitality
* ‎3+ years' supervisory or management experience
* Undergraduate degree or equivalent experience/certifications
Preferred:
* ‎3+ years' experience in one or more of the applications supported (e.g. Lightspeed, MARSHA, Revenue Management, Mobile, FOSSE, etc.)
* Established work history of strong customer service
* Ability to effectively facilitate complaint resolutions
* General knowledge of Marriott business functions and Marriott business processes
* Strong communication skills (written and verbal)
* Skilled at listening and persuading
* Experienced in supporting change management efforts
* Strong team orientation
* Previous remote work experience leading teams
Marriott International is an equal opportunity employer. We believe in
hiring a diverse workforce and sustaining an inclusive, people-first culture.
We are committed to non-discrimination on any protected basis, such as
disability and veteran status, or any other basis covered under applicable
law.

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