IT Service Desk Manager

Accor Plus, the most expansive travel, dining and lifestyle program in the Asia Pacific, enables you to do more, in more incredible ways imaginable. Enjoy more destinations and styles at over 1,000 hotels and 1,400 restaurants across 20 countries.

The IT Service Desk Manager is responsible for the management of the Service Desk teams who in turn support all users across the region. The IT Service Desk Manager will oversee the Incident, problem and change management for all technologies and put in place procedures and supporting systems to enable this and provide quantitative measures on performance.

Key Responsibilities:

Service management:

• Oversee the IT Service Desk function in line with the IT Service Management framework, including the receipt, triage, escalation and processing of IT support requests and associated performance reporting.
• Establish, champion and enhance IT service desk processes, standards, and policies with the goal of ongoing service improvement.
• Effectively manage the Service Desk teams including recruitment, mentoring, training, target setting and performance assessment.
• Ambassadorship for IT, working across the regions to provide effective communication on IT matters and build relationships with other teams.
• Develop and maintain a User Help Centre that will assists end users Process and Quality management.
• Own the Incident, Problem, Change and Escalation processes, to meet service level agreements.
• Own the development of accurate documentation and Standard Operating Procedures (SOP) and End User QRGs for all systems under management.
• Monitor, control and support service Support by ensuring systems, methodologies and procedures are in place and followed.

Technical Expertise:

• Develop technical knowledge of Accor Plus systems and specialized knowledge in nominated areas as required.
• Other ICT tasks as required

Required Experience:

• Proven technical experience in leading, managing and developing a team.
• 3+ years of experience within the IT Service Desk/Help Desk of a large enterprise
• Excellent knowledge of IT/Technology Infrastructure Design and Planning
• Expertise in IT security management and service operations
• BS in Computer Science, MIS or similar field