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Hilton /Memphis / TN / Senior Manager, Corporate Service Desk

Senior Manager, Corporate Service Desk

Hilton Corporate

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Job Summary

From smartphone capabilities like Digital Key to connected rooms that allow for integrated entertainment, temperature and lighting controls, Hilton's Global Technology team is building the hospitality experience of the future – for our guests, owners and Team Members. Through innovative technology development and deployment, this team ensures Hilton has the technology needed to support our continued global growth while remaining at the forefront of hospitality technology innovation.

What will I be doing?

As the Senior Manager Corporate Service Desk, you will be responsible for the delivery of a high-quality Support experience for our corporate Team Members. You will define the key performance indicators of success, set the strategies that will drive efficiencies and cultivate an environment of continuous improvement.

More specifically, you will:
  • Manage the operation of Hilton's corporate support desk utilized by over 10k Corporate Team Members globally
  • Handle strategic partnership with external vendors contracted to provide support desk services that include SLAs, CSAT, FCR, MTTR and Continuous Process Improvement targets
  • Identify call drivers, define escalation procedures and act as advocate for the Team Member experience ensuring effective utilization of tools and service options
  • Strengthen and expand Self-Service incident / request solutions for Team Members that speeds resolution and enhances team member satisfaction
  • Enhance and expand online Knowledge articles including video and other media
  • Work with internal organizations, vendors, and third-party resolver groups to onboard new applications, services, and products

What are we looking for?

The success in this role will demonstrate itself through the following attributes and skills:

  • Strong management, organization, analytical skills with a keen attention to detail
  • Proven ability to set SMART goals, trend performance and provide strategic feedback in achievement of agreed objectives including the ability to set and handle priorities
  • Strong commitment to customer-focused service delivery and support
  • Experience working with multiple third-party outsourcing service providers
  • Experience with electronic support ticketing systems such as ServiceNow
  • Problem solving skills to solve problems effectively and creatively while maintaining a high level of flexibility, professionalism and integrity
  • Dedicated self-starter with a work attitude that exhibits flexibility, drive, good judgment and dependability
  • Teamwork that brings to bear positive partnerships with vendors, corporate IT teams, and hotel Team Members
  • Strong customer service and communication skills (verbal, written), while employing diplomacy with customers within the organization on a global scale
  • Influencers who possess effective interpersonal skills, both written and verbal, to positively influence other Team Members and Hilton's partners

To fulfill this role successfully, you must possess the following minimum qualifications and experience:

  • Eight (8) years of Information Technology experience
  • Five (5) years of Customer Support or Service Management experience
  • Three (3) years of Management or Supervisory experience
  • Occasional travel (up to 10-15%), including US domestic and international

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

  • BA/BS Bachelor's Degree
  • Ten (10) years Customer Support or Service Management experience
  • ITIL certification
What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.  Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all!


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