Application Support Manager, DGE Mobile SD

Manages a technical team of service providers and support staff to provide support to properties using the Digital Guest Experiences (DGE) products including but not limited to Mobile Key, Mobile Check-In, Mobile Dining and GXP. Develops and adheres to key performance indicators and resource plans, by researching and implementing best practices to provide cost effective support, to improve customer satisfaction and achieve leadership goals. Acts as a point of escalation for all issues pertaining to staff, customer, and application platform performance. Collaborate effectively with business partners, customers, service providers and suppliers of IT products to create and deliver support services that meet or exceed the needs of the business for cost, quality and customer engagement. Responsible for the development of staff skills and capabilities from new-hire onboarding through ongoing job training and development. Updates and schedules regular performance using metrics and other data available to achieve continuous improvement and increase individual and team performance. Validates that call resolution processes from initial contact to resolution for supported Marriott business applications consistently meet or exceed service level targets. Validates that team members sufficiently document all service requests and follow all processes and procedures as defined by department and corporate SOPs. Ensure that all resolutions comply with established OLAs, KPIs and SLAs to include taking appropriate action when out of compliance. The Service Desk operates 24X7X365 and although most work will be scheduled during USA business hours there will be exceptions and managers are required to work weekends or as needed to manage critical events or activities. Managers are required to report on periodic performance metrics (platform/staff) for presentation to leadership, staff, and support partners. Responsibilities include vendor and internal support relationship management, contract compliance and validation, coordination of resources for installation of patches, hardware upgrades, and standard maintenance functions. Developing and implementing high quality solutions utilizing subject matter expertise effectively across a global support model consisting of internal and external resources to generate results.