At Kimpton it all starts with our culture, which is focused on supporting our employees' personal and professional growth. We believe that if we take care of our employees they will be able to take care of our guests, ensuring the satisfaction of our investors and our future. Our culture inspires confidence and leads to caring service that comes straight from the heart.

We also are a socially responsible employer and citizen thanks to our Kimpton EarthCare and Kimpton Cares programs. Kimpton EarthCare is our industry-leading environmental program in which we have adopted eco-friendly operational practices and products to do our part in supporting a sustainable world.

"Fortune Magazine named Kimpton one of the 100 Best Places to Work For in 2013!"

The Director of Enterprise Support is entrusted with the management of all customer support (Help Desk) operations and to ensure that end users are receiving exceptional customer care.  The Director will provide strategic leadership to the IT team focusing on the delivery of Level 1 and Level 2 support services.  He/she is responsible for ensuring the team is meeting and exceeding expectations in regards to performance, defined metrics/benchmarks, and that standards and processes (ITIL) are followed to provide effective customer service.  As a leader in the Information Technology organization, this position requires a strong people leader with proven abilities to mentor and inspire team members.  The Director’s role is one that requires experience leading teams, developing strong working relationships with their IT peers and management of third party service providers.

Responsibilities:

Operational Management:

Provide leadership to the Operations Team handling incoming calls to ensure courteous, timely, and effective resolution of end user issues.  Develop and implement support processes based on the ITIL framework.  Design and implement request handling and escalation policies and procedures.  Manage a multi-site customer support team to meet end user needs and services.  Develop a strategic plan for expanding services to 24/7 support which includes all vendor product partners.

Develop and manage working relationships with all customers, colleagues and direct reports.  Train, coach and mentor Service Desk Analysts (Level 1/2) including career development.  Use exceptional written and verbal communications skills to present department plans and activities to individuals and IT organization.

Manage process for communicating outage/emergency activities to the organization.  Manage vendor relationships supporting daily operational needs.  Lead ticket deep dives and develop strategies for improvement. Work to make the Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue and participate in escalated calls as needed.
 

Strategy & Planning:

Develop and manage Help Desk service level agreements for end users and meet problem resolution expectations and timeframes.  Develop and implement the IT service management (ITSM) environment and procedures.  Analyze performance of Help Desk operations to identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.

Acquisition & Deployment:

Complete the implementation of the Help Desk software for internal staff and users.  Prepare budget proposals and operational expenditure plans for the department.  Conduct research on emerging products, services, protocols, and standards in support of help desk operational performance.

Experience and Education:

• Bachelor's degree in technically related field and five or more years of managerial experience in a help desk environment supporting desktop, wide area network, and local area network equipment.  Experience working with hospitality IT systems desired.
• Exhibits a deep passion for customer service and achieving the highest levels of customer satisfaction.  Presents a leadership style that is flexible, friendly, diffuses pressure and promotes a team atmosphere.
• Experience in customer facing service delivery role including ITIL and ITSM.
• Experience managing remote IT call centers or service centers.
• Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
• Able to travel as needed (20%) of the time within the continental United States to properties and business locations to engage Help Desk staff.
• Strong leadership and team-building skills; highly organized and focused and self-starter.
• Demonstrated ability to be successful in a fast-paced, deadline-oriented environment.
• Experience developing and managing Service Level Agreements and Help Desk deliverables.

Relationships

• This position reports to the Vice President Technology/Chief Information Officer
• Regularly interacts with members of the Operations senior leadership team.
• Regularly interacts with clients (business partners, GM's, and third party vendors).