Do you want to work with a growing technology team building a high-performance, scalable, and personalized platform?
arrivia , our goal is to build the best travel content and fulfillment platform for our members. Service Desk Manager
to oversee our support staff, optimize daily operations, and ensure our general team receives world-class technical assistance.
What You'll Do: As the Service Desk Manager, you will lead the charge in defining, designing, and analyzing our service desk operations according to ITIL best practices. You will balance strategic capacity planning with hands-on technical escalation support for end-users, new hires, and executive leadership.
Oversee daily Service Desk operations, manage scheduling, and prioritize activities. ITSM Incident Management Process Owner . Serve as the senior technical escalation point, coordinating the diagnosis and resolution of complex tier 1 and tier 2 support issues.
Data-Driven Improvement:
Set and meet continuous improvement goals against key performance indicators (KPIs),



using performance analysis to build proactive resolution plans.
Meet regularly with business stakeholders and customers to assess satisfaction and ensure high availability and service quality.
What You'll Bring: We are looking for a leader who balances strong technical acumen with exceptional organizational skills and a sense of urgency.
Highly proficient in English and Spanish.
Minimum of 5 years managing and directing teams (experience with remote/global teams is highly preferred).
Minimum of 2 years managing or administering service desk software. Strong IT skills with the ability to resolve tier 1/2 user issues.
Experience with MS Office solutions and Microsoft Intune is highly desirable.
Bachelor's degree or equivalent practical experience in Business Management, IT Management, or Customer Service.
Major Medical Insurance
We specialize in making brands better through the power of travel. With offices across the US and around the world, we

📌 Software Support Manager (Benito Juárez)
🏢 arrivia. Go far in the travel industry.
📍 Benito Juárez