Hilton Manager - Corporate Systems Support Services in Shanghai, China

What will I be doing?

A Manager - Corporate Systems Support Services is responsible for the support of Hilton’s APAC Corporate Offices, providing direct oversight of support resources and ensuring IT services are delivered with optimal ongoing efficiency. The vendor management will be extensive and span multiple disciplines including but not limited to desk side, teleconferencing, videoconferencing and mobile devices. Set priorities for daily work activities for desk side support members. Oversee implementation, end user training and adoption of new technologies through collaboration with Workplace Services, Telecom and Infra Engineering teams. Provide direct support to key executives and their support personnel. Coordinate video teleconferencing and other technology requirements for executive meetings. Serve as primary interface between corporate users and other technology departments and vendors on all office technology matters. Manage the ongoing refreshment of office technology, including servers, network components, laptops, printers, mobile devices and the transfer of end user data when required. Ensure technology complies with defined engineering standards and performs to established service levels. Drive resolution of open incidents and problems. Create and update documentation, including training documents, help desk run-books, asset schedules, configuration documentation and support bulletins. Monitor trends, manage root cause analysis and provide reporting on key performance metrics.

The Manager will have an opportunity to make major contributions to the overall corporate support strategy of the organization, partnering with all operational, administrative and management functions to assess the needs of the business, collaborate with vendors and direct the implementation of a best-in-class integrated IT support solution.

Providing direction and development of the Shanghai corporate support team members to perform at their highest level of potential is also a critical responsibility.

The ideal candidate will have exceptional communication skills, the ability to build and maintain strong relationships and will be viewed by their peers as a leader who can motivate and get the best out of their team while working in a very fast paced global environment.

Overall Strategy, Management and Communication:

  • Ensure Desk Side Support (DSS) representation is present in all necessary situations
  • Oversee all end-user relationships and communications
  • Develop and provide training documentation and standard procedures for all end-user interaction
  • Day-to-day management of Shanghai DSS employees
  • Mentor and develop all team members
  • Monitor processes for responding to end-user support requests
  • Proactively document and outline upcoming/recent product enhancements, distribute information and communicate effectively to end-users in an effort to increase productivity and decrease the learning curve for new software platforms (i.e. Windows OS upgrades, Office upgrades, Outlook changes)
  • Report and provide metrics of performance for team and individuals to leadership team and other IT management members
  • Improve help desk quality results by studying, evaluating, and re-designing processes; implementing changes
  • Contribute to the definition of procedures for all types of help desk requests
  • Gather client satisfaction feedback
  • Responsible for assuring users are provided efficient and timely first and second level support
  • Perform staff scheduling to ensure help desk coverage during normal business hours and after hours on-call support
  • Manage DSS staff including performance evaluations/annual reviews, promotions, hiring and disciplinary responsibilities for DSS
  • Establish and invoke support ticket escalation procedures and processes
  • Isolate problem trends and ensure that troubleshooting efforts are completed for recurring problems until permanent solutions are found
  • Daily, weekly and monthly statistics, status reports, and graphical reports are completed and continually modified to meet the needs of the client services team
  • Determine and coordinate training requirements of all desktop support personnel
  • Interface with associates from all departments, employing a high degree of professionalism and diplomacy to promote a positive image of the DSS team
  • Accurately and proactively communicates pertinent information to create a work environment that lends itself to the best interests of the team and customer service
  • Manage multiple high priority initiatives in a fast paced highly technical environment
  • Remain on-call during off-peak hours to respond to severity level 3 support service issues
  • Perform other duties and responsibilities as assigned by management
  • Create and maintain an internal hardware and software-licensing inventory
  • Track system life-cycle, and ensure all software licensing is up-to-date and avoid end-of-life
  • Monitor and track technology change management, implement risk mitigation processes and communicate to stakeholders

End User Management:

  • Manage service delivery and issue escalation workflow for corporate team member issues
  • Evaluate end user support and manage training through vendors
  • Intervene, analyze, manage, and resolve business conflicts between organization and support vendors

Vendor Management:

  • Ensure contract execution according to specified processes, SOPs and SLAs
  • Provide oversight to outsourced partners to ensure enterprise standards are in place and service levels are being met consistently
  • Manage both knowledge transfer and metrics adherence across Service Desk and Desk Side Support
  • Work with vendors to manage the current executive level white glove service offering to ensure the Hilton executive team receives premier support for all corporate systems challenges
  • Assist in the coordination of disposal of decommissioned IT equipment, corporate property moves or refresh activities, as necessary
  • Assist the implementation and maintenance of internal control policies and procedures to ensure the internal control environment is maintained and provides supporting documentation to internal and external auditors regarding completion of control procedure
  • Assist in the evaluation and improvement the off-boarding procedures for corporate team members and contractors. Work with managed services vendors to implement these procedures

What are we looking for?

A Manager - Corporate Systems Support Services serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:

  • Two Year of college degree with discipline in Information Technology
  • Three (3 ) years of experience in supporting a variety of office technologies, including computers, printers, mobility devices and video teleconferencing equipment
  • Three (3 ) years of managerial experience in managing a team consists of 5 or more desk side support technicians
  • Three (3 ) years of experience in providing remote user support
  • Two (2 ) years of experience in LAN Room management; network equipment
  • Minimum one year of experience in support corporate earning calls for a fortune 250 company
  • Ability to communicate technical information to non-technical audiences
  • Ability to understand and interact with technology vendor support staffs to troubleshoot and trace root cause of outage
  • Technical Diploma
  • 3-5 years of related experience
  • 2 years of management or supervisory experience

It is advantageous in this position if you demonstrate the following capabilities and advantages

  • Three (3) years of hospitality industry experience
  • Familiarity with ERP systems and end user computing technologies and related infrastructure
  • Experience supporting an enterprise level IT organization
  • Experience working in an organization that relies primarily upon managed services and other vendor relationships to implement and support ongoing operations
  • PMP (Project Management Professional) certification
  • ITIL Foundations certification
  • BA/BS/Bachelor's Degree
  • 3-5 years of related experience
  • 2 years of management or supervisory experience

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands . Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

Job: Information Technology/Systems

Title: Manager - Corporate Systems Support Services

Location: null

Requisition ID: APA0132Q