Manager, IT Service Desk Technologies

Job Number 24072147

Job Category Information Technology

Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States

Schedule Full-Time

Located Remotely? Y

Relocation? N

Position Type Management

JOB SUMMARY

The Manager of IT Service Desk Technologies is a key leadership role responsible for guiding the design, implementation, and ongoing enhancement of our organization's IT Service Management (ITSM) framework. This individual will serve as the driving force behind ensuring that our IT services are strategically aligned with business objectives, uphold stringent quality standards, and consistently deliver outstanding value to both clients and stakeholders.

Reporting to the Director, IT Service Desk Technologies this associate will collaborate closely with senior management and business stakeholders to ensure seamless alignment between IT services offered through the Service Desk and the overarching strategic goals and objectives of the organization. They remain vigilant in staying updated on emerging technologies and trends within the IT Service Management (ITSM) domain, strategically leveraging innovative solutions and cutting-edge tools to enhance service delivery and maximize operational efficiency.

You’re exactly who we’re looking for if you:

• Lead the analysis of complex business processes, systems, and requirements.

• Can balance user, business and technical needs

• Readily define a product’s problem areas from the guest/user perspective

• Work with external vendors and analogous companies to obtain additional insights, approaches, and demonstrations of solutions.

• Lead with a user-centric mindset

• Thrive on creating innovative solutions to challenging user and business problems

• Value deadlines, set realistic expectations around them and then meet them

CANDIDATE PROFILE

Education and Experience

• 4-year degree from an accredited college or university, preferably in Technology, Computer Science or equivalent combined experience and education

• 5+ years’ overall experience working in Information Technology including:

o Proven Experience converting business needs into technology requirements and working within Technology to manage the execution of projects

o Proven experience in a leadership role overseeing IT Service Management initiatives, with a strong track record of success in designing, implementing, and optimizing ITSM frameworks.

• In-depth knowledge of industry-standard ITSM frameworks such as ITIL, along with familiarity with related tools and technologies.

• Exceptional communication, interpersonal, and stakeholder management skills, with the ability to effectively engage and influence individuals at all levels of the organization.

• Strong analytical and problem-solving abilities, with a keen eye for detail and a commitment to delivering results.

• Relevant certifications (e.g., ITIL certification) would be advantageous.

• Time management, interpersonal skills, and ability to multi-task are a must

• Effective written and oral communications skills; sensitivity to global communication needs

CORE WORK ACTIVITIES

Demonstrating and Applying Discipline Knowledge

• Develop and update IT service management policies, procedures, and guidelines to ensure alignment with industry best practices and organizational objectives.

• Continuously evaluate IT service management processes (e.g., Incident Management, Change Management) to identify areas for improvement and streamline workflows, enhancing overall efficiency and effectiveness.

• Monitor key performance indicators (KPIs) related to IT service delivery, such as resolution times, customer satisfaction scores, and SLA compliance, and take corrective actions as necessary to meet performance targets.

• Facilitate communication between IT teams, business stakeholders, and senior management to ensure alignment of IT services with business needs and priorities.

• Manage relationships with IT service vendors and suppliers, including contract negotiation, performance monitoring, and resolution of service issues, to ensure the delivery of high-quality services.

• Identify and assess risks associated with IT service delivery, such as security vulnerabilities, system failures, or service disruptions, and develop strategies to mitigate these risks and ensure business continuity.Keeps skills up-to-date on industry trends and applies new knowledge to job

• Provide training and guidance to ITSM staff on ITIL best practices, service management tools, and organizational processes to support professional growth and improve service delivery capabilities.

• Lead or participate in service improvement projects aimed at enhancing the quality, reliability, and efficiency of IT services, leveraging feedback from stakeholders and performance data to drive continuous improvement.

• Oversee the Change Management process, ensuring that proposed changes are properly evaluated, approved, and implemented with minimal disruption to business operations, while also maintaining compliance with regulatory requirements and organizational policies.

Measurement and Analytics

• Uses tracking, metrics, segment data, and user research to inform design decisions

• Collaborates with product managers to ensure priorities align with business objectives and KPIs

• Uses various user research methodologies to get design feedback and iterates designs based on findings

• Breaks down designs into options/variables for A/B or multi-variate testing

Managing Work, Projects, and Policies

• Provides accurate estimates as to needed time to complete work to feed project plans (and therefore personal deadlines)

• Meets deadlines once agreed upon

• Reports impediments to completing work and meeting deadlines

• Provides regular status updates to manager

• Successfully manages multiple assignments at once

• Works based on priorities and requests clarification if priorities are not clear

• Accepts critique and critiques work of others in a helpful and professional manner

• Communicates in a timely and appropriate manner with teammates

Additional Responsibilities

• Knows when issues should be escalated to manager

• Develops relationships with members of other teams, and leverages those relationships to answer questions

• Develops skills in presenting work with clarity and confidence; explains complex matters so that others can understand them

• Demonstrates self-confidence, energy and enthusiasm

• Performs other reasonable duties as assigned by manager

MANAGEMENT COMPETENCIES

Leadership

• Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.

• Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.

• Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.

• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution

• Building and Contributing to Teams - Participates as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.

• Driving for Results - Sets high standards of performance for self; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self toward the accomplishment of goals; proactively takes action and goes beyond what is required.

• Planning and Organizing - Gathers information and resources required to set a plan of action for self; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.

Building Relationships

• Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.

• Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards.

• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Learning and Applying Professional Expertise

• Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self.

• Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.

• Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.

• Basic Competencies - Fundamental competencies required for accomplishing basic work activities.

California Applicants Only : The salary range for this position is $83,550.00 to $178,603.00 annually.

Colorado Applicants Only : The salary range for this position is $83,550.00 to $162,366.00 annually.

Hawaii Applicants Only: The salary range for this position is $101,096.00 to $178,603.00 annually.

New York Applicants Only : The salary range for this position is $83,550.00 to $178,603.00 annually.

Washington Applicants Only : The salary range for this position is $83,550.00 to $178,603.00 annually. In addition to the annual salary, the position will be eligible to receive an annual bonus. Employees will accrue 0.04616 PTO balance for every hour worked and eligible to receive minimum of 7 holidays annually.

All locations offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave, educational assistance, 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others.

Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.

The application deadline for this position is 14 days after the date of this posting, 04/24/2024.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.