Service Delivery Manager, Help Desk

WORK FOR A WINNING TEAM THAT NOW OFFERS BENEFITS FROM DAY ONE, PLUS DAILY PAY*

At Hilton Grand Vacations, you will become a part of a culture that encourages and motivates you toward achieving your goals.

Here’s why you will love it here:

• Recognition Programs and Rewards
• Excellent health care options, including medical, dental, and vision
• A people-first culture
• Go Hilton: Travel Discounts Program Hilton hotel rates worldwide.
• Perks at work: Employee Pricing platform
• Employee Assistance Program that supports your physical and mental well-being.
• Paid Vacation Time and Paid Sick Days
• 401(k) program with company match
• Tuition reimbursement programs
• Numerous learning and advancement opportunities
• And more!

What Will I be Doing?

The Manager Service Delivery- Help Desk role is responsible for ensuring that IT Services and Systems are provided and supported effectively and efficiently, with the primary emphasis on meeting and exceeding customer expectations. The Manager Service Delivery will oversee the daily operations of the Service Desk Team, while ensuring overall efficiencies, support, and solutions for clients end users. Managerial responsibilities include incident prioritization, resolution of end user requests, and socialization of these procedures to IT and supported end users. The candidate will be expected to demonstrate leadership ability during high-pressure situations, while interacting with customers, peers, Escalation Teams, and Leadership via phone, Instant Messenger, video, and email to ensure customer issues are resolved per approved Service Level Agreements (SLAs) metrics. This position is subject to afterhours On-call Support.

You are responsible for driving company success through performing the following tasks to the highest standards:

• Supervises the operation of the Service Desk to ensure Team and individual performance levels consistently meet or exceed the needs of HGV customer per approved SLA metrics.
• Supervises all Service Desk activities and respond to advanced Service Desk incidents and requests, taking action to meet and maintain Service Desk goals, objectives and vision.
• Supervises the process for communicating outages and emergency activities to the HGV Team members and SLT\EC Leaders.
• Ensures working practices and processes are standardized and repeatable to support all Service Desk activities.
• Perform weekly Call and Ticket reviews to ensure Team is meeting performance expectations.
• Ensures incidents levels and associated mean time to restore are continually being driven down via documentation/knowledge base, education and training of the Service Desk Team and/or process enhancements.
• Supervises the On-shift and Off-shift staff calendar rotation to ensure continuity of service for all HGV customers.
• Assists with the development of methodologies to increase First Call Resolution by establishing and maintaining effective working relationships within all Technology Teams.
• Meet with Business and Technology leaders to continuously improve the customer experience through the Service Desk.
• Provides Service Desk Reporting Metrics, Root Cause Analysis and KPI to SLT Leaders and Executives Management as required.
• Performs monthly readout to Service Desk operations monthly.
• Manage MSP service agreements are upheld, and that the organization receives value from vendor partnerships
• Responsible for personnel management, performance reviews, competency development, and coaching of staff.
• Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now,
• Finishes the required Company training/compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Other related duties as assigned.