The Opportunity
Hyatt seeks an enthusiastic Global Service DeskSenior Manager to join our Global Technology Support. In this role, you will be collaborating closely with the broader Global Service Desk team, where you’ll be instrumental in continuing to make Hyatt a leading hospitality company. You will be part of a team passionate about diversity, equity, and inclusion, committed to nurturing curiosity and new skills and building connections across the organization with stakeholders, colleagues, and guests.
Who We Are
At Hyatt, we believe in the power of belonging and creating a culture of care, where our colleagues become family. Since 1957, our colleagues and guests have been at the heart of our business and helped Hyatt become one of the world's best and fastest-growing hospitality brands. Our transformative growth and the addition of new hotels, brands, and business lines can open the door for exciting career and growth opportunities for our colleagues.
As we continue to grow, we never lose sight of what’s most important: People. We turn trips into journeys, encounters into experiences, and jobs into careers.
Why Now?
This is an exciting time to be at Hyatt. We are growing rapidly and are looking for passionate changemakers to be a part of our journey. The hospitality industry is resilient and continues to offer dynamic opportunities for upward mobility, and Hyatt is no exception.
How We Care for Our People
Our purpose sets us apart—to care for people so they can be their best. Every business decision is made through the lens of our purpose, and it informs how we have and will continue to support each other as members of the Hyatt family. Our care for our colleagues is the key to our success. We’re proud to have earned a place on Fortune’s prestigious 100 Best Companies to Work For® list for the last ten years. This recognition is a testament to the tremendous way our Hyatt family continues to come together to care for one another, our commitment to a culture of inclusivity, empathy, and respect, and making sure everyone feels like they belong.
We’re proud to offer exceptional corporate benefits which include:
•Annual allotment of free hotel stays at Hyatt hotels globally
•Flexible work schedules
•Work-life benefits including well-being initiatives such as a complimentary Headspace subscription, and a discount at the on-site fitness center
•A global family assistance policy with paid time off following the birth or adoption of a child as well as financial assistance for adoption
•Paid Time Off, Medical, Dental, Vision, 401K with company match
Our Commitment to Diversity, Equity, and Inclusion
Our success is underpinned by our diverse, equitable, and inclusive culture and we are committed to diversity across the board—from whom we hire and develop, the organizations we support, and whom we buy from and work with.
Being part of Hyatt means always having space to be you. Our global teams are a mosaic of cultures, ethnicities, genders, ages, abilities, and identities. We constantly strive to reflect the world we care for with teams that achieve and grow together. To learn more about our commitments to DE&I, please visit the Why Hyatt section of the Hyatt career page.
Who You Are
As our ideal candidate, you understand the power and purpose of our Culture of Care and embody our core values of Empathy, Inclusion, Integrity, Experimentation, Respect, and Well-being. You enjoy working with others, are results-driven, and are looking for various opportunities to develop personally and professionally.
The Role
•The Senior Manager of Global Service Desk will provide leadership in the day-to-day operations of Hyatt’s Global Service Desk team. This position is responsible for managing the supervisors of the Level 1, Level 2, Access Security, and Sales Support teams that make up the Global Service Desk.
•The Senior Manager will lead the team, assigning work, developing process improvement initiatives, and implementing Hyatt GSD support processes.
•The Senior Manager will manage day to day operations of the team, prioritize projects, and attend meetings with business stakeholders to make sure their needs align with Hyatt’s support strategy and vision.
•The Senior Manager will also lead the management of the “follow the sun” support model. The need to expand support in Europe (Germany) and Asia (China) and ensure support demands are met in the most reliable and cost-effective options while delivering customer care. This person needs to be global and have a solid understanding of AI, Self-Service, process, and automation. Global travel is required.
•Provides leadership to the IT Global Service Desk; creating the overall direction of the team and implementing strategy through strong communication that includes a plan of action, clear expectations, and accountability.
•Sets the highest standard for customer service and fosters excellent and timely communications amongst team members and with customers.
•Provides reports detailing department metrics month over month trending and the status of projects. Ontime GTS Scorecard monthly updates.
•Performs employee evaluations and helps create individual education strategies and succession plans.
•Opportunities to participate in Hyatt’s Diversity & Inclusion activities.