Global Service Desk Supervisor (Remote Mexico)

  • Cancún, QRoo.
  • Permanente
  • Tiempo completo
  • Hace 24 días
Description:The OpportunityHyatt seeks an enthusiastic Global Service Desk Supervisor to join our Field Technology team. In this role, you will be collaborating closely with the broader Technology 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 with stakeholders, colleagues, and guests across the organization.Who We AreAt 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 PeopleOur 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 how 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
Who You AreAs 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 seek various opportunities to develop personally and professionally.The RoleThe Global Service Desk Supervisor plays a crucial role in ensuring effective and efficient IT support operations by overseeing daily service desk activities and supporting a team of IT Service Desk Analysts. This role focuses on maintaining high standards of customer service, managing ticket resolution workflows, and ensuring adherence to established IT service management processes. The Global Service Desk Supervisor will collaborate closely with IT teams to prioritize and resolve incidents, escalate issues when necessary, and continually improve service delivery. With a strong emphasis on team leadership and coaching, the IT Service Desk Supervisor fosters a positive, solutions-oriented environment that aligns with organizational goals and enhances end-user satisfaction.
  • Oversee the day-to-day operations of the Service Desk team, including task assignments and scheduling.
  • Ensure tickets are properly logged, categorized, prioritized, and assigned to the appropriate teams.
  • Monitor ticket queues to ensure timely resolution and compliance with SLAs.
  • Handle escalations from team members for incidents requiring supervisor intervention.
  • Provide coaching, mentoring, and feedback to team members to improve performance and productivity.
  • Conduct performance reviews and assist in setting individual and team objectives.
  • Create and update knowledge base articles for recurring issues.
  • Collaborate with other IT teams to escalate and resolve complex issues.
  • Monitor customer satisfaction metrics and implement corrective actions as needed.
  • Ensure adherence to IT policies, processes, and security standards.
Qualifications:Experience Required:
  • 3+ years of experience in IT support or service desk environments, with a demonstrated ability to lead teams and manage technical issues effectively
  • In-depth knowledge of PC troubleshooting, hardware and software support, network connectivity, and account management
  • Ability to create reports, analyze data, and document processes using tools like Excel, Word, and PowerPoint
  • Understanding of ITIL processes (Incident, Problem, and Request Management)
  • Experience in mentoring, training, and guiding IT Service Desk Analysts to build a collaborative and high-performing team
  • Expertise in IT Service Desk tools (e.g., ServiceNow)
  • Strong interpersonal abilities for managing user interactions and ensuring clear communication of resolutions
  • Ability to multitask and prioritize under pressure
  • Proven track record for delivering customer care and customer focus
  • Ability to maintain confidentiality with information or items as required
  • Ability to manage team workload, prioritize critical issues, and ensure timely resolution of incidents
Experience Preferred:
  • Ability to speak and write English is mandatory
  • Bachelor’s degree
The position responsibilities outlined above are in no way to be construed as all-encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.We welcome you:Research shows that women, people of color, and other historically excluded groups tend to apply to jobs only if they meet all the listed job qualifications. Unsure if you check every box, but feeling inspired to enhance your career? Apply. We’d love to consider your unique experiences and how you could make Hyatt even better.We value our relationships with recruitment partners and require that agencies contact us first before submitting any candidates. Hyatt will not be responsible for any fees and obligations associated with unsolicited submissions unless a formal agreement is in place.

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