Help Desk Lead

Phoenix, AZ, United States

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As part of the Global Business Consulting organization, Travel Program Management (TPM) outsource practice line is one of the fastest growing organizations within that group, aiming to provide value by executing strategic and operational travel management on behalf of our customers. This position of a Travel Program Specialist (TPS) within the TPM outsource practice line will be responsible for providing extensive travel operational and stakeholder management. The Help Desk Leader is responsible for the day-to-day operation and execution of the Enterprise Client Hotel Helpdesk and includes the following activities:

KEY STRATEGIC FOCUS:

This role is focused on Global Business Consulting’s (GBC) “Operational Strategy” which encompasses, our enterprise hotel consulting journey, for a large Enterprise consulting customer delivering outstanding consultative support service excellence to our consulting customers while achieving operational efficiencies.

This role actively contributes to “Efficiency” and “Business Development Strategy” ensuring all processes followed are robust, that our activity and time management is efficient and that we all give attention to developing and growing our enterprise hotel network.

WHAT YOU’LL DO:

Investigate escalated issues and provide a quality response and resolution to the Client.

Ensures team members (Helpdesk Specialists) are trained on the Enterprise Hotel Program Standard Operating Procedures (SOP), policies, performance reviews, client specifics, strategies, values, and administration.

Ensures Helpdesk Specialists are maintaining compliance through monitoring and measurement.

Evaluates staffing models to ensure appropriate staffing levels are in place.

Leads and develops team members by providing feedback on performance expectations and assisting with development plans. Conducts one-on-one meetings on a regular basis to provide a consistent environment for collaboration and coaching.

Encourage the sharing of industry trends, ideas, special educational opportunities and best practices.

Leads weekly team meetings with team members to discuss volume, productivity, customer deliverables, process, and service levels.

Lead Help Desk Specialistsregarding daily inquiries and escalations.

Serves as a mentor in the areas of forecasting, costing and budgeting, and reviews team members' program budgets.

On-boards and trains new Help Desk Specialists.

Act as subject matter expert (SME) to ensure consistency and training for all, using best practice approach, experience and knowledge.

RELATIONSHIP MANAGEMENT:

Participates in client meetings and presentations to explain operational helpdesk processes, reviews contractual statistics, workload, and resolves challenges.

Resolves customer inquiries which have been escalated andleads team members to research and resolve customer inquiries.

Represents the help desk in functionalmeetings to drive efficiency, optimization and standardization of processes across the business.

Resolves problems and removes obstacles through interaction with other functional departments.

Escalates obstacles while presenting solutions to the Sr. Program Manager.

Communicates,leads and assists with costing, proposals, letters of agreement, and deliverables on renewal business for the account.

Represents the Hotel Program Help Desk during all program meetings both internal and external.

Develops strategic partnerships with multiple contacts within client and supplier organizations.

Maintains proactive, positive, open line of communication with client to ensure understanding of expectations and client satisfaction.

PROCESS MANAGEMENT:

Identifies, develops, and ensures implementation of standard practices and process improvements.

Strategizes with Sr. Program Manager to analyze, forecast, implement and manage financial and operational measures to track results and ensure operational profitability.

Holds self and othersaccountable for business results.

Ensures that customer satisfaction via client survey and benchmarks results are analyzed and communicated and are used to develop team members to continuously improve client satisfaction.

Develops service recovery plans, ensures the plans are implemented, and improvement goals are achieved or exceeded.

Outlines strategy and communication plan for the program Help Desk.

Evaluates impact of events and reassesses objectives and outcomes; plans for continuous improvement.

Manages special projects as assigned by the Sr. Program and provides backup support for the Help Desk team.

WHAT SKILLS YOU ’ LL NEED TO BE SUCCESSFUL:

Minimum of 5 years’ experience in leadership of travel industry customer support teamsor equivalent.

Must be a US citizen.

In depth knowledge of complex cross functional Government sector environment is a plus.

Proven servant people leadership skills and impact of high performing teams.

Strong ability to interact with client and key contactsdaily.

Understanding of and ability to effect creative out of the box win/win solutions.

Prior successful experience in developing and maintaining key client and supplier relationships.

Prior experience in effectively handling multiple projects/initiatives.

Strong knowledge working with business financials, contracts and service levels.

Location

United States

The US national annual base salary range for this position is from $46,000 to $93,000. The national range provided includes the base salary that GBT expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.

In addition to base salary, this role may be eligible for an annual Performance Based Incentive, which rewards participants based on company performance, one of our metric-driven Sales Incentive Plans (certain direct sales roles only), or one of our Client Management Incentive Award (CMIA) programs. An eligible employee can only participate in one of these plans during an eligible period. For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

Benefits at a glance (https://explorer.amexglobalbusinesstravel.com/rs/346-POJ-129/images/GBT_2023BenefitsAtAGlance_Without_Rates_Final.pdf)

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.

Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

Develop the skills you want when the time is right for you, with global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at GBT. You can connect with colleagues through our global Inclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

Wellbeing resources to support mental and emotional health for you and your immediate family.

And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult GBT Recruitment Privacy Statement (https://www.amexglobalbusinesstravel.com/gbt-recruitment-privacy-statement/) .

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!

Click Here to Learn More (https://www.amexglobalbusinesstravel.com/careers/)