Senior Desk Manager

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.

What You’Ll Do

: 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.

"}" data-trix-content-type="undefined" data-trix-id="173147" class="attachment attachment--content">  What You’ll Bring: We are looking for a leader who balances strong technical acumen with exceptional organizational skills and a sense of urgency. Highly proficient in English and Spanish. 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. Exceptional communication skills, strong delegation capacity, and the ability to build productive working relationships across all levels of the organization.

What We Offer

: Competitive salary Major Medical Insurance Food allowance Exclusive travel

Benefits

and discounts 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.