Lead and manage global, distributed service desk teams and MSP partners providing 24x7 support across multiple regions
Oversee day-to-day service desk operations, ensuring timely resolution of incidents and service requests
Drive consistency in service delivery across internal teams and outsourced providers while accommodating regional requirements
Ensure all requests and incidents are logged, prioritized, and resolved in alignment with SLAs
Service Management & ITIL Governance
Establish and enforce ITIL-based processes (Incident, Request, Problem, Change, and Continual Service Improvement)
Define, monitor, and report on service levels, KPIs, and operational metrics
Act as the primary escalation point for major incidents and high-impact service disruptions across internal teams and MSP providers
Drive root cause analysis and problem management to reduce recurring issues
Team Leadership & Development
Lead, mentor, and develop service desk teams, including hiring, training, and performance management
Provide oversight and governance of MSP staffing, performance, and service quality
Establish staffing models, including shift coverage and follow-the-sun support
Foster a customer-centric culture focused on service excellence and continuous improvement
Customer Experience & Service Excellence
Define and drive service desk strategy to improve user experience and satisfaction
Ensure efficient omnichannel support (phone, chat, email, ticketing tools) for end users
Implement knowledge management practices to improve first-call resolution and reduce ticket volume
Promote adoption of self-service, automation, and knowledge-centered support
Operational Excellence & Continuous Improvement
Analyze trends, metrics, and service desk performance to identify improvement opportunities
Develop and maintain reports and dashboards using tools such as ServiceNow reporting and Microsoft Excel to track service performance, SLA adherence, and operational trends
Drive process optimization, automation, and tool enhancements to increase efficiency
Partner with IT and business stakeholders to improve service delivery and alignment
Develop and maintain standard operating procedures and documentation
Tools, Platforms & Data Management
Oversee and optimize ITSM tools, including ServiceNow, for incident, request, and knowledge management
Ensure accurat
Benefits
Paid time off
Additional Information
Powering the agentic revolution in travel. Sabre is an AI-native technology leader, backed by one of the world's largest travel data clouds. Built on an open, modular, cloud-native architecture, Sabre serves as the backbone for both established leaders and bold, new disruptors, guiding them to the next age of travel retailing through intelligent, connected, and personalized experiences. With AI at its core and operating at unparalleled scale, Sabre transforms insights into innovation, empowering airlines, hoteliers, agencies and other partners to retail, distribute and fulfill travel worldwide.
Note - TPG Capital, a global alternative asset management firm, recently acquired Sabre Hospitality Solutions. Over the coming months, Sabre is working with TPG to formally separate the Sabre Hospitality business from Sabre. It is important to understand that while you will be employed by a Sabre legal entity, your role will be supporting Aven Hospitality , which is now owned by TPG. Further information about the transition of Sabre Hospitality Solutions employees to TPG legal entities will be shared as we progress.
Aven Hospitality is a technology company that powers the global travel industry. By leveraging next-generation technology, we create global technology solutions that take on the biggest opportunities and solve the most complex challenges in travel.
Positioned at the center of the travel, we shape the future by offering innovative advancements that pave the way for a more connected and seamless ecosystem as we power mobile apps, online travel sites, airline and hotel reservation networks, travel agent terminals, and scores of other solutions.
Global Service Desk Manager (Aven Hospitality)
Reports To: Director, Global IT Support & Collaboration Services
Position Summary
We are seeking an experienced Global Service Desk Manager to lead and evolve our global IT service desk operations. This role is responsible for delivering high-quality, 24x7 end-user support across a geographically distributed organization, ensuring consistent service delivery and exceptional employee experience.
The Global Service Desk Manager will oversee regional teams and Managed Service Provider (MSP) partners, drive standardization of processes, and implement continuous improvement initiatives to enhance service performance, operational efficiency, and customer satisfaction. This role serves as a key leader in IT Service Management (ITSM), aligning service desk operations with business and technology objectives.
Sabre · Zonamerica, Uruguay