Help Desk Assistant Manager

At Loews Hotels at Universal Orlando, our team members get to make a difference and have fun every day. Our world-class team brings to life the incredible, award-winning hotels located at Universal Orlando Resort.

Named one of Central Florida’s Top Workplaces and one of America’s Best-in-State Employers by Forbes, we are committed to our “power of we” culture.

Are you looking for a place where you can bring your authentic self to work every day and be able to connect, engage and delight?

We offer excellent benefits and perks including one free meal per shift and free theme park access.

We have a dynamic culture that makes every day interesting, challenging, fulfilling and fun.

We embrace diversity at our core and offer the opportunity for all team members to reach their potential.

We invest in training and development opportunities for all team members.

We promote social responsibility by being a good neighbor in the community.

We care for you, just as we care for others.

About Lakewood Regional Support

Our regional support center provides resources to our hotels for multiple areas including Human Resources, Engineering, Purchasing, Accounting, Security, Group Reservations, Guest Contact Center, Information Technology, Laundry and Communications.

Job Overview:

The helpdesk assistant manager will be tasked with managing Service Now tickets and the day to day helpdesk operations. Assist helpdesk staff, track performance, and ensure that team member service standards are maintained. Train and support helpdesk technicians and manage any escalations. Diagnose and resolve technical hardware and software issues. Research questions using available information resources. advise user on appropriate action.

follow standard help desk procedures.

Job Duties:

Respond to requests for technical assistance in person, via phone, chat, or email

Follow, implement, update, and create Helpdesk training/procedure manuals

Lead weekly meetings and 1 on 1 meetings

Follow up with team member and staff to ensure complete resolution of issues

Track and route problems and create documentation of resolutions

Train new hires with onboarding and ongoing training

Monitor work orders from its initial creation to completion.

Audit Service Now tickets to confirm format and proper closure

Knowledge of Point of Sale system

Create system documentation and guides

Work with staff on project or to assist with tickets

Participate in rotating after-hours support schedule along with the rest of the IT managers

Work with Vendors to assist with resolving issues

Monitor staff while on calls to assist as needed

Complete security patching and risk remediation for application, servers, and PCs

Maintain PC image for deployments and new setups

Other Duties as assigned

Requirements:

Leadership such as management, supervisor, or equivalent

Networking experience

Proficient in managing/supporting Windows operating systems (server/desktop) knowledge of relevant ticket tracking applications

Ability to motivate team members

Ability to lead infrastructure technology projects for enterprise endpoint hardware/software

Self-starter, with strong analytical and problem-solving abilities

Travel across LHUO campus sites to troubleshoot issues or implement systems, as needed

Strong interpersonal relationship, team building, collaboration and objective facilitation skills

Strong/effective management, leadership, organizational and communication skills (Hospitality experience a plus)

Proficiency using MS Office (focus on Visio, Word and Excel)
Ability to handle multiple tasks and meet deadlines

Qualifications:

Minimum of one year leadership experience preferred.

Two or more years of experience in Windows system administration required.

Knowledge of computer security principles and experience securing systems required.

Bachelor’s degree in a technical field (such as computer science or information technology) or an equivalent combination of education, training, and experience.

Ability to communicate effectively in English verbally and written with team members, leaders and guests required.

Must be able to work a flexible schedule, nights, weekends and holidays as required.

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