Service Desk Manager

Job Description


The Service Desk Manager is responsible for day-to-day Service Desk operations, reporting, escalations and triaging of tickets inside the ITSM environment. The Service Desk Manager will assist in troubleshooting, resolving and escalating tickets from remote properties and the WLS corporate office. You will have interaction with other departments / hotels to assure that technology supported functions are efficient, optimized, and designed to deliver on the requirements of all customers / associates. You will report directly to the Director of IT, Operations.


* Establishes relationships with business stakeholders within White Lodging to meet the operational needs of the organization.
* Contributes heavily to functional management and develops in-depth subject matter expertise.
* Displays strong communication, interpersonal, and leadership ability across all levels coupled with effective problem solving, conceptual thinking, quantitative and analytical skills.
* Supports and communicates statistics on the departments ITSM application.
* Continuously stay abreast of current policies and procedures regarding service desk management.

Other Information


* Intelligence
* Analysis Skills
* Accountability
* Energy
* Resourcefulness
* Integrity
* Written Communication
* Oral Communication
* Strong troubleshooting skills
* Detail oriented


* Strong project management skills, ability to influence cross-functionally in a rapidly evolving business environment while managing multiple/concurrent projects or tickets.
* Understanding of ITIL / ITSM processes and procedures.
* Strong technical knowledge of various Hotel Systems and industry standard business applications such as Office 365, Active Directory, Share Point. MFA.
* Basic understanding of information technology security principles.
* Strong written and verbal communication, presentation and technical writing skills.
* Knowledge of Cat 6 cabling / patching / installation
* Exhibits sound quality management practices.


* Bachelor’s degree and approximately 5 years of related work experience.
* 5 or more years of experience in the Technology field is required.
* Two or more years of supervisory experience is required.
* A+ or Network + preferred

Work will be conducted in the White Lodging corporate office in Merrillville, IN unless approved for remote working location in Indianapolis Indiana or Austin Texas.. Work will be primarily be done at a desk with computer and monitor and or at desktop user location within local hotels or office. Ability to install 30lb equipment and / or climb a ladder to troubleshoot cabling is required. There will be interaction with other staff members. There will be minimal opportunity for travel.

Location Code: A75

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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Posted: 1/6/2022

Job Reference #: A75765Z1190