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Manager - Technical Services (Triage) - US/Canada

Company: Marriott International, Inc.
Location: Bethesda
Posted on: November 20, 2022

Job Description:

Job Number 22162581Job Category Information TechnologyLocation Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type ManagementJOB SUMMARY Reporting to the Director of Support - TSSC, the Manager for Technical Triage Services, TSSC leads the team responsible for triage of escalated issues, incidents, and initiatives for all hotels located in US and Canada across all brands. Coordinates the dispatch of, and acts as the primary technical resource to, third party IT technicians in response to an on-site need where no other logical technical resource exists. Manages various department activities related to the US & Canada property infrastructure compliance and related services and tools. Works in partnership with Field IT and Global IT for compliance and specific programs including escalations from the properties for technical challenges. Executes remediation strategies for addressing vulnerabilities that have been identified in Managed and Franchise hotels. Executes the technology services delivery offered as part of US & Canada's Technical Services and Security Compliance to all hotels in the US and Canada across all brands. Understands technology designs, compute, PCI Compliance requirements, storage and networking in multiple platforms and environments to support BAU activities in the US & Canada hotel IT environment. CANDIDATE PROFILE Education and Experience Required: Undergraduate degree in an engineering or computer science discipline and/or equivalent experience/certification 5+ years' experience in information technology leadership that includes one or more of the following: Networking and/or Server/Desktop Operating Systems (Microsoft Windows based Operating System) Application support Hardware support Direct management experience of cross functional, sourced, and or matrixed teams 3+ years hands-on management level experience in IT customer service swith a track record of support production IT infrastructure Preferred: Experience with agile frameworks Experience/understanding of cloud technologies Experience with technology security concepts and functions Strong understanding of hotel property technical configurations and the impact on operations Project management experience Vendor management experience Experience in developing and delivering presentations, technical and functional documentation Direct or indirect management experience that includes coaching and developing associates with minimal guidance Demonstrated ability to handle multiple priorities CORE WORK ACTIVITIES Delivering Technology Serves as an IT escalation point for both internal and external stakeholders. Coordinates the dispatch of third party IT resources to hotels in US & Canada. Tracks, records and reports on third party IT work, and is responsible for managing the overall relationship with the third party. Supports compliance initiates in conjunction with the US & Canada Technical Services and Security Compliance team. Manages, maintains, and supports the tools (ADSP, AD, Putty, Office 365, Beyond Trust, Secret Server, Maark2, Slack, CareAR) utilized to provide Property Technology Services. Provides guidance and recommendations for server infrastructure designs that adopt industry best practices and meet the ongoing security and operational needs of US & Canada. Works closely with Regional and Area Directors to ensure maximum performance and reliability of property-based systems. Works with Franchise partners to address security and compliance issues in the franchise community. Provides educational direction to Marriott Service Providers, Service Desk, and Field Services organizations in core technologies as required. Strategizes optimal solutions for by coordinating options with IT Delivery, vendors, and US & Canada IT Leadership. Promotes and provides guidance on the benefits of US & Canada Technology Services to the organization. Provides educational direction to Marriott Service Providers, Service Desk, and Field Services organizations in core technologies as required. Acts as point of escalation for Leadership and Security team to deal with critical incidents. Provides consultation services for Leadership, project teams, and field teams to identify improved operational conditions and processes to address evolving needs. Performs root cause analysis after outages or incidents, reporting to management ways in which the organization can minimize future risk and exposure. Ensures that documentation for property technology environment is maintained according to standards for US & Canada Technology Services. Coordinates infrastructure rollouts and/or other project management initiatives. Develops, adopts, and maintains best practice guidelines for field services personnel and property based associates. Reviews configuration requirements for new property based technical solutions to ensure existing security and compliance requirements are met. Proactively addresses configuration conflicts and works closely with third party partners and project teams to ensure effective adoption in the field. Establishes strong rapport with Corporate IT partners, along with Regional IT VP's to ensure market needs are met. Works with US & Canada IT, Global IT, and partners to implement continuous improvement activities. Technology Governance Drives guidelines and governance requirements for change control, configuration management, security controls and services delivery. Demonstrates continuous improvement through metrics of quality consistency and client satisfaction. Follow all defined IT standards and processes (i.e. IT Governance, SM&G, Architecture, etc.), and provides input for improvements to the appropriate process owners as needed. Maintain a proper balance between business and operational risk. Leading Teams Creates a team environment that encourages accountability, high standards, and innovation. Leads specific team while assisting with meeting or exceeding department goals. Makes sure others understand performance expectations. Ensures that goals are being translated to the team as they relate to tracking and productivity. Creates and nurtures an environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service. Understands employees and develops plans to address need areas and expand on their strengths. Provides the team with the capabilities needed to meet or exceed expectations. Leads by example demonstrating self-confidence, energy and enthusiasm. Conducting Human Resources Activities Acts proactively when dealing with employee concerns. Extends professionalism and courtesy to employees at all times. Communicates/updates all goals and results with employees. Meets semiannually with staff on a one-to-one basis. Establishes and maintains open, collaborative relationships with employees. Solicits employee feedback. Interviews job candidates and assists in making hiring decisions. Receives hiring recommendations from team supervisors. Ensures orientations for new team members are thorough and completed in a timely fashion. Observes behaviors of employees and provides feedback to individuals. Additional Responsibilities Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person in a timely manner. Manages group or interpersonal conflict. Informs and/or updates executives, peers, and subordinates on relevant information in a timely manner. Manages time effectively and conducts activities in an organized manner. Presents ideas, expectations and information in a concise, organized manner. Uses problem solving methodology for decision making and follow up. Performs other reasonable duties as assigned by manager. This position requires proof of full vaccination against COVID-19 prior to the first date of employment, subject to applicable law. If you are offered employment, this requirement must be met by your date of hire, unless a reasonable accommodation request is received and approved. Marriott International is an equal opportunity employer.We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture.We are committed to non-discrimination onanyprotectedbasis, such as disability and veteran status, or any other basis covered under applicable law. Marriott International is the world's largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?

Keywords: Marriott International, Inc., Bethesda , Manager - Technical Services (Triage) - US/Canada, Executive , Bethesda, Maryland

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