5 дней назад
Technical Support Manager (Hospitality)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Technical Support Manager (Hospitality): Managing a regional L2 Technical Support team for global hospitality customers with an accent on performance management, ITIL-aligned processes, incident handling, and continuous improvement. Focus on developing technical talent, reducing repeat issues through root-cause analysis, coordinating major incidents, and aligning regional operations with global standards.
Location: Hybrid position in San Jose, Costa Rica, with office attendance required 50% of the time
Company
provides technology, software, and support solutions for the global travel and hospitality industry.
What you will do
- Hire, manage, coach, and develop regional Level 2 Technical Support team members.
- Ensure SLO, incident-handling, communication, and global process compliance.
- Define and improve support processes, workflows, documentation, and training resources.
- Manage incidents, problems, changes, and major incident activities in an ITIL-aligned environment.
- Engage with customers, internal stakeholders, and leaders on escalated issues and strategic priorities.
- Drive KPI performance, continuous improvement, knowledge consolidation, and operational effectiveness.
Requirements
- 5+ years of team management experience, ideally in Level 2 Technical Support or IT Support.
- Strong experience hiring, developing, and managing technical talent, including remote and decentralized teams.
- English and Spanish required.
- High computer literacy and technical aptitude, including SaaS and cloud computing concepts.
- Strong people management, communication, problem-solving, critical-thinking, analytical, presentation, and conflict-management skills.
- Hospitality knowledge is advantageous; a BS degree in Computer Science, Engineering, Business Management, or a related field is preferred.
Nice to have
- ITIL Foundation or other ITIL certifications.
- Experience with Microsoft environments, open-source platforms, SQL, Azure, XML, API, or HTML.
Culture & Benefits
- Work in a global organization serving customers and teams across international markets.
- Access to on-the-job training, formal learning, and ongoing development opportunities.
- Supportive and inclusive environment focused on belonging, fairness, and collaboration.
- Competitive rewards package including salary, bonus, equity, and benefits.
- Equal opportunity employer with an accessible recruitment process.
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