Do you want to help transform the travel loyalty experience for millions of people around the world? Do you want to work with a growing technology team building a high-performance, scalable, and personalized platform?
At arrivia, our goal is to build the best travel content and fulfillment platform for our members. We are looking for a strategic, hands-on Service Desk Manager to oversee our support staff, optimize daily operations, and ensure our global team receives world-class technical assistance.
As the Service Desk Manager, you will lead the charge in defining, designing, and analyzing our service desk operations according to ITIL best practices. You will balance strategic capacity planning with hands-on technical escalation support for end-users, new hires, and executive leadership.
Lead & Mentor: Oversee daily Service Desk operations, manage scheduling, and prioritize activities. Supervise, coach, and develop professional growth opportunities for your team.
Process Ownership: Act as the ITSM Incident Management Process Owner Draft, maintain, and continuously improve policies, standards, and our knowledge base.
Technical Escalation: Serve as the senior technical escalation point, coordinating the diagnosis and resolution of complex tier 1 and tier 2 support issues.
Data-Driven Improvement: Set and meet continuous improvement goals against key performance indicators (KPIs), using performance analysis to build proactive resolution plans.
Stakeholder Alignment: Meet regularly with business stakeholders and customers to assess satisfaction and ensure high availability and service quality.
We are looking for a leader who balances strong technical acumen with exceptional organizational skills and a sense of urgency.
Minimum of 5 years managing and directing teams (experience with remote/global teams is highly preferred).
Minimum of 2 years managing or administering service desk software. Strong IT skills with the ability to resolve tier 1/2 user issues.
Experience with MS Office solutions and Microsoft Intune is highly desirable.
Bachelor’s degree or equivalent practical experience in Business Management, IT Management, or Customer Service.
What we offer:
About arrivia:
We specialize in making brands better through the power of travel. With offices across the US and around the world, we embrace diversity and innovation across our global staff. We are focused on building a customer-first culture, fueled by the best experiences for our members at every point in their journey.
Here at arrivia we…
Stay Curious - Explore new challenges and make space to learn, grow and improve.
Keep it Real - Earn trust through open, honest and clear communication.
Own it - Seek ways to make an impact and take action.
Win Together - Create a culture of connection and inclusion where everyone can be their best.
If you are a proactive IT leader ready to take charge of change and help our global team experience more, apply today!
Arrivia provides travel loyalty, booking and marketing solutions to consumer-facing companies that want to deliver exceptional value to their customers, uncover new revenue streams and drive growth through exciting travel rewards and member benefits.
We’re on a mission to help people around the world travel better and experience more. Our team members bring world-class skills to the table to create extraordinary memories for our partners and members. With offices on both coasts of the US and around the world, we embrace diversity and a passion for travel across our global staff.
