An inspiring career awaits you! 
 
The Kessler Collection is a portfolio of luxury boutique hotels, unique restaurants and experiences with a Bohemian twist. The collection's captivating hotels feature curated art, original music, unique architecture and stories around every corner, all located in destinations people want to be. 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!

Grand Performers may enjoy a range of benefits, including:

• Marriott Employee Discounts Worldwide
• Competitive Wage & Discretionary Bonus Program
• Medical, Dental, Vision Insurance
• Company-Sponsored Life Insurance
• Short & Long-Term Disability Insurance
• Tuition Reimbursement Program
• 401(K) with Discretionary Company Matching Contributions
• Employee Assistance Program

Objective / Purpose

The IT Service Desk Supervisor is responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving. This incumbent will be responsible for managing staff scheduling and ensuring the availability of resources to cover organizational support needs.

Standards & Culture

Individuals must serve as a cultural ambassador by upholding and promoting our standards.

• Image & Presence: Our team is sophisticated and purposeful in their communication and body language.
• Service: Intuitive. Our team inspires the guest (and Grand Performer) experience with warmth and deliberate elegance.
• Performance: Extraordinary. Our team rises to outperform and consistently be at our best for even better.

Areas of Responsibility/ Tasks

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

• Effectively managing, developing, and training the Service Desk team.
• Ensuring that all processes used by the Service Desk are thoroughly documented, consistently audited, and regularly improved.
• Monitor and document customer issues and make sure they are resolved as quickly as possible.
• Requires a thorough understanding of team responsibilities and workflow and will recommend improvements of processes and provide guidance for staff members in resolving problematic situations.
• Conducting and sharing results from service and operation performance reviews.
• Promoting the Service Desk with senior management and working to ensure that it is properly viewed as a core business asset.
• Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in Service Desk operations.
• Provide orientation and training to onboard new Service Desk staff members.
• Managing project timelines, budgets, and documentation.
• Troubleshooting technical issues and developing effective solutions.
• Preparing system analytics, data reports, and operational manuals.
• Keeping abreast of the latest advancements in technology, protocols, and best practices.

Knowledge / Skills / Abilities (KSA)

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.

• Strategic business leader - Works strategically to devise plans in alignment with organizational goals.
• Cultivates engagement - Builds loyalty to the company and not to themselves. Proven ability to host/facilitate effective meetings, motivate teams to produce results with tight timeframes while simultaneously managing several projects.
• Generates alignment - Ensures proper time and effort is spent to build high level performance and consistency throughout collection.
• Leads with courage - Provides a culture of accountability.
• Execution of plans - Utilizes our systems, tools and resources to accomplish results and achieve goals.
• Possess advanced knowledge of hardware and software systems and exceptional analytical thinking abilities.
• Ability to build a cohesive team and to manage people effectively.
• Strong communication skills, including the ability to be influential and persuasive with stakeholders.
• Ability be able to effectively resolve technical issues and implement cost-effective solutions.

Supervisory Responsibilities

Supervisory and leadership responsibilities include achieving results through providing direction and accountability of the following Grand Performers within the culture and policies established by the Kessler Collection.

• IT Service Desk Analysts
• Systems Support Engineers

Minimum Qualifications

Education, License, Certifications, Experience

• Bachelor’s degree in Information Systems, or a related field – preferred
• 5+ years of specialized IT experience, service desk support and customer support – preferred
• Minimum of 3+ years of experience in hospitality, hotel, restaurant, timeshare real estate – preferred

Work Environment / Conditions

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.
• Must be able to cope with frequent 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.

Physical Demands

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 10lbs 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.