Position Details

Salary $156K – $219K USD / year

Type Not Specified

Experience senior

Exp. Years 8+ years with a Bachelor's degree (or 6+ years with a Master's degree), 3+ years people management

Education Bachelor's degree (8+ years) or Master's degree (6+ years)

Category IT Support & Helpdesk

About this role

Lead IT Experience for internal Expedia Group employees across multiple locations and regions by overseeing IT support operations and evolving services through automation and process improvements. Manage a large team, set KPIs, track performance with metrics and dashboards, and partner with product and business stakeholders to deliver domain-based outcomes.

Key Responsibilities

Lead and develop IT support analysts and managers
Own delivery for defined IT support domains and expand scope/features with quality outcomes
Plan and manage resources across locations via capacity planning, allocation, and utilization
Drive automation and process improvements to increase efficiency and productivity
Define goals and KPIs using metrics and dashboards; manage support operations and communicate risks/status to stakeholders

Technical Overview

This role is an IT support operations leadership position, requiring strong proficiency in multiple technologies or programming languages and the ability to justify technology choices. The manager will drive operational enhancements using automation, manage support procedures, and monitor issue trends using KPI frameworks.

Ideal Candidate

The ideal candidate is a senior IT support/operations people leader with 8+ years (or 6+ years with a Master’s) and 3+ years managing teams and/or managers. They drive support operations excellence through automation, process improvements, and KPI/metrics-based performance management while partnering with product and business stakeholders.

Must-Have Skills

8+ years of professional experience with a Bachelor's degreeor 6+ years with a Master's degree3+ years of people management experience leading teams and/or managing managersStrong proficiency in multiple technologies or programming languagesProven ability to make and justify well-defined technology choicesDemonstrated success delivering complexcross-team solutions and operational or support improvements

Required Skills

IT Operations people managementautomationprocess improvementssupport operations monitoring performanceKPIsmetricsdashboardscapacity planningresource allocation/utilizationcross-team collaborationproduct roadmap collaborationstatus risks recommendations communication

Hard Skills

IT support operationsPeople managementresource planningcapacity planningallocationutilizationprocess improvementsautomationsupport operations monitoring performanceKPIsmetrics and dashboardsissue trend managementservice delivery for defined domainscollaboration with product and business stakeholderstechnology solutionstechnology roadmap collaborationcommunicating statusrisksand recommendationsmultiple technologies or programming languages

Soft Skills

lead and develop a team of analysts and managerscollaborationhigh performance culturewellbeingchange leadershipbridge between technical and non-technical stakeholdersclear communicationproblem-solvingcontinuous improvement mindset

Industry & Role

Industry SaaS

Job Function Manage and improve IT support operations and the internal employee IT experience

Role Subtype Service Desk Analyst

Tech Domains ITSM / ServiceNow, Windows Server, Microsoft 365

Keywords for Your Resume

Sr. ManagerIT SupportIT OperationsPeople ManagerIT Experienceinternal Expedia Group employeesmultiple locationsregionsautomationprocess improvementssupport operationsproceduresmonitoring performanceaddressing trends in issuesKPIsmetricsdashboardsproduct roadmapproduct and business stakeholderstechnology solutionstechnical and non-technical stakeholdersstatusrisksrecommendationscapacity planningresource planningallocationutilizationlead and develop a teamanalystsmanagerscross-team solutionstechnology choicesprogramming languagespeople management

Deal Breakers

Must meet the stated minimum experience: 8+ years with a Bachelor's degree, or 6+ years with a Master's degree, Must have 3+ years of people management experience leading teams and/or managing managers

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Sr. Manager, IT Support

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