Service Desk Manager

Overview

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

• 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, coordinati...