Director, End User Services

Hotels Clubs and Spas
General Management/ GM
Top Management
Americas North and South
Salary Description:
Wyndham Worldwide
Job Ref:

Director, End User Services
09 Nov 2016

Wyndham Worldwide is one of the world's largest hospitality companies with more than 30,000 employees across six continents. We offer individual consumers and business customers a variety of hospitality products and services as well as various accommodation alternatives and price ranges through our premier portfolio of world-renowned brands.

We offer people with talent; passion and integrity a world of opportunity...Come join our family!

We strive to cultivate a global workforce where talented individuals from a wide array of backgrounds, with different experiences and viewpoints are valued. We have a culture rich in diversity where personal accountability, professional growth opportunities and recognition for a job well-done are everyday occurrences.

The Director, End User Services is responsible for the strategic development and management of desktop support solutions, processes, and staff in support of Wyndham Worldwide's Information Technology services. Responsibilities include strategic selection and implementation of end user support solutions, selection and management of support partners and tools, the management of day-to-day end user support activities, and ownership of issue escalation and resolution. Additionally, this individual will work with other IT End User Support leaders throughout Wyndham to ensure a world-class support experience. Major areas of focus include support processes, computing hardware standards, Service Level attainment, and VIP support. This position will manage an end user support team of managers and technical specialists, and will be accountable for alignment of priorities and resources with business direction and projects. This position is also responsible for developing and leading large end user facing projects including PC Refresh, new technology implementations, and high priority break/fix tasks across various locations including internationally.

- Oversees the development, progress, goals and day-to-day activities of all desktop support teams ensuring appropriate client communication, incident documentation, proper escalation processes, incident prioritization, SLA attainment including issues resolution rates.

- Implement and manage a data driven approach to support, using metrics to measure and optimize support activities. Design, develop and implement training offerings based on metrics.

- Mentor/develop/motivate teams with ongoing evaluation of direct reports and their staff for required skills and experience.

- Develop, lead and manage large end user facing projects that span multiple locations and countries.

- Communicate day-to-day activities and challenges to Management and peers.

- Engage internal teams and 3 rd party vendors to resolve computer and/or application performance issues as quickly as possible.

- Provide subject matter expertise and training to Internal/External Departments including the Service Desk and other support focused teams

- Stay current with and contribute to industry changes in hardware, software, support and security.


- Excellent Oral and written communication skills
- Excellent Leadership qualities and skills including leading leaders
- Previous experience managing international processes, staff and vendors
- Demonstrated success in establishing and implementing support processes and standards
- Strong customer service orientation
- Strong Project Management skills
- Ability to collaborate with peers, leaders, staff and vendors (on-site and remote)
- Experience with Budget development and management
- Must be able to work independently and in a team
- Strong problem analysis skills
- Strong problem-solving skills
- Strong understanding of and experience with service-based processes and metrics
- Understanding of current PC deployment and support technology
- Strong understanding of networking, desktop management, and information security
- High level of process ownership
- Stress tolerance

Contact Details:
Wyndham Worldwide
Tel: .
Contact: HR Department

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