Assoc. Manager, Help Desk

Job Title

Purpose of the role

Amadeus is committed to providing customers globally with superior support and service to ensure their success in using Amadeus solutions.

Amadeus Hospitality's Technical Support team offers support to its global customer base in the hospitality industry, and has a strong influence on product defect/enhancement prioritization and operational needs acting within a Service Management Center model. 

The Associate Manager is directly responsible for the management and performance of the team members within the department regionally and coordinates globally to ensure all team members are aligned. 

This role will lead a team responsible for serving as Amadeus Hospitality product users' point of contact as Incident Owners and ensure timely resolution of reported product utilization difficulties.

The position has a significant company-wide impact and is critical to ensuring that the customer's experience with Amadeus Hospitality is seamless, consistent and positive.

In this role you'll:

Leadership and Team Management
 -Supervise and manage the allocated direct reports in accordance with the organization's policies and applicable laws.
- Develops the team and effectively promote learning opportunities.
- Motivate, collaborate and encourage high engagement including leading by example.
- Personnel related issues, addressing complaints & resolving problems.
- Provide mentoring, coaching and technical guidance to team members.
- Assist in scheduling training for advancing technical and non-technical needs.
- Responsible for any PCB activities such as performance reviews and contribution to trend analysis for disciplinary action as necessary.
- Leverage communication to strengthen team work and cooperation, promote a positive team environment, focusing on motivation and people development
- Set SMART goals and track efficiently with the team

Operational Efficiency
- Monitor that an efficient workload distribution is in place, conduct the relevant root cause analysis in case of deviations and adopt the relevant measures to correct.
- Monitor quality of individual delivery to meet the required standards of service
- Reinforce proper ticket handling procedures are followed including high level of quality and appropriate case progression or assignment.
- Maintain knowledge of existing SLA (and/or SLO) metrics and contribute to their compliance
- Delegates adequately and coaches team members to achieve results
- Involves the team to address customer needs, seeks team alignment and consistent delivery
- Tries different alternatives to successfully achieve results individually or with a team.

Administrative Duties
- Plan, assign and direct work in collaboration with management and with a global view
- Implement department measures for entire team to achieve daily, weekly, monthly and annual productivity and satisfaction goals including the reporting to provide trends on individuals and team basis.
- Responsible to schedule resources in support of our Global follow-the-sun model.
- Participate in the recruitment of new team members, ensure they are onboarded with the proper tools and training to be able perform their duties on an ongoing basis.   
- Own administrative, performance, development and PCB-related topics such as scheduled/unscheduled absence, performance reviews, development conversations, periodical assessments and disciplinary actions.
- Secure coverage through appropriate regional resources scheduling and participate to global resource planning and alignment
- Identify gaps in team processes and propose solutions to mitigate and/or enhance the efficiency of these processes
- Plans realistic budget, staffing and other resources.

Technical and Troubleshooting Aptitude
- Maintain in-depth knowledge of a product or product family, including integrations and message flows to other products and solutions.
- Advocate for and help prioritize product defects/enhancements with the Product and Development teams, and represent the Support organization in product road map planning activities.
- Ensure the team document all incident investigation actions in an easy to understand narrative format for communication to Development and consumption by internal resources.
- Identify technical needs (ex. logging, tooling), technology improvements and general areas needing improvement within the department, and make recommendations on how to address.
- Keeps up to date with technical/ functional knowledge and developments and uses it to propose improvements.
- Contribute to internal documentation and support tools.

Incident Management
 - Orchestrate and lead recovery efforts, and represent customers and the Support organization in major incident management bridge calls & customer communications
 - Participate on schedule rotation as Manager on Duty (MOD) during weekends and critical coverage periods
 - For incidents requiring Level-3 assistance, escalate and partner with Development and Operations teams in accordance with defined escalation procedures.
 - Remain involved in exchanging communication and relevant business information/updates with management, customers and other internal stakeholders.
 - Builds and maintains solid working relationships with key customers and Amadeus Developers/Architects/Level 3 Teams.
 - Demonstrate positive and collaborative attitude, willing to relate and work closely with others through building open and honest relationships.

Other duties as assigned.

About the ideal candidate:

• Tertiary qualifications (or equivalent) in a relevant discipline from a college of University

• 5+ years demonstrated experience in a Level 2 Technical Support/IT Support environment or equivalent experience, with a problem solving and quality focus. 

• Prior people management experience is a plus.

• Leadership soft skills and mindset.

• Good verbal and written communication skills.

• Strong customer experience orientation and proactiveness.

• Ability to challenge the status-quo and suggest improvement seeking efficiency and cost-effectiveness.

• Focus on people performance and people development.

• Hospitality industry knowledge is a plus.    

• High degree of technical aptitude along with an understanding of ITIL practices

• Knowledge of hotel solutions and technologies (ex: property management, central reservation and channel management) including infrastructure design is a plus

• Open to work in a hybrid set-up.

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.  

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.