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Director, Desktop Services

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Director, Desktop Services

  • Central Location, Orlando, Florida, United States, 32821
  • Full Time
  • Travel + Leisure Co.

Put the World on Vacation

At Travel + Leisure Co. our mission is simple: to put the world on vacation. We turn vacation inspiration into exceptional travel experiences through nearly 20 of the world’s leading travel brands under Wyndham Destinations, Panorama, and Travel + Leisure Co. Together we’re shaping the future of the travel industry by creating new possibilities for vacationers. That’s part of what makes our work fun and interesting. Every day is a chance to learn something new and influence the global business. 

The Director, Desktop Services is responsible for the strategic development and management of desktop support solutions, processes, and staff in support of Travel+Leisure Co.’s Information Technology services. Responsibilities include strategic selection and implementation of end user support solutions, selection and management of support partners and tools, the management of day-to-day end user support activities, and ownership of issue escalation and resolution. Additionally, this individual will work with other IT End User Support leaders throughout Travel+Leisure Co. to ensure a world-class support experience. Major areas of focus include support processes, computing hardware standards, Service Level tracking and attainment, and global standards development and adherence.. This position will manage an end user support team of managers, leads and technical specialists, and will be accountable for alignment of priorities and resources with business direction, projects, and support requirements. This position is also responsible for developing and leading large end user facing projects including PC Refresh, new technology implementations or changes as well as  high priority break/fix tasks across various locations around the world.

The ideal candidate is a strong people leader and consensus builder with a focus on delivering outstanding customer service through consistent process and ownership. He or she must also be able to coordinate disparate tasks, personalities and cultures, manage teams both on-site and remote, while maintaining objectivity and a strong understanding that IT is a key contributor to all Travel+Leisure Co. business activities around the world.

Responsibilities include, but are not limited to:

  • Oversees the development, progress, goals and day-to-day activities of all desktop support teams ensuring appropriate client communication, incident documentation, proper escalation processes, incident prioritization, SLA attainment including issues resolution rates.

  • Implement and manage a data driven approach to support, using metrics to measure and optimize support activities. Design, develop and implement training offerings based on metrics.

  • Mentor/develop/motivate teams with ongoing evaluation of direct reports and their staff for required skills and experience.

  • Develop, lead and manage large end user facing projects, enhancements and changes that can span multiple locations and countries.

  • Communicate day-to-day activities and challenges to Management and peers.

  • Engage internal teams and 3rd party vendors to resolve computer and/or application performance issues as quickly as possible.

  • Provide subject matter expertise and training to Internal/External Departments including the Service Desk and other support focused teams

  • Stay current with and contribute to industry changes in hardware, software, support and security.

Experience/Certificates/Education

  • Bachelor's degree, or equivalent combination of education and experience

  • 5 or more years’ managing large (15+), remote IT Desktop Support team

  • 7 or more years’ in IT field with progressive leadership responsibilities

  • 5 or more years’ experience with PC lifecycle management in a large, multi-business unit environment

  • 3 or more years’ experience with medium to large IT project management

  • 5 or more years’ experience supporting Microsoft Windows Operating Systems and Microsoft Office 365 and Teams

  • 5 or more years’ experience supporting Mac OS X and iOS Mobile Devices

  • 3 or more years’ experience with Endpoint Management tools such as SCCM, Intune, and Jamf

  • 3 or more years’ supporting Virtual Desktop Infrastructure (VDI) including Citrix and VMWare

  • ITIL v3 Foundations (or higher) required

Abilities/Key Competencies/Skills

  • Excellent Oral and written communication skills

  • Excellent Leadership qualities and skills including leading leaders and peers

  • Previous experience managing international processes, staff and vendors

  • Demonstrated success in establishing and implementing support processes and standards

  • Strong customer service orientation and focus

  • Strong Project Management skills

  • Ability to collaborate with peers, leaders, staff and vendors (on-site and remote)

  • Experience with Budget development and management both project and P&L

  • Must be able to work independently and in a team

  • Strong problem analysis skills

  • Strong problem-solving skills

  • Experience leading and managing outsourced staff and managed services

  • Experience with service development from concept to execution

  • Strong understanding of and experience with service-based processes and metrics

  • Experience with modern PC deployment and support strategies and technology

  • Strong understanding of Cloud technology, PC management, and information security a must

  • Process development and ownership

  • High stress tolerance

A Place for Everyone

Hospitality is at the heart of all we do at Travel + Leisure Co., including how we treat each member of our growing community. Here, you’ll find a team that’s inclusive, values diversity, and is built on a foundational respect for people from all over the world.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to mycareer@wyn.com, including the title and the location of the position for which you are applying.

Job Requisition: R-25560

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