Global Support Manager

Gavroche; New York (NY); Hybride; USD 130 000 - 140 000; Plein temps

Avantages offerts par ce poste

Health & Wellness

Time Off & Balance

401K with match

Career Development

Résumé du poste

Convene Hospitality Group in New York (hybrid) seeks a Global Support Manager to lead the unified Help Desk and Business Systems support team, delivering reliable end-user support across CHG brands. The role emphasizes automation to enable self-service and faster, consistent service.

You will oversee ticketing, escalations, and knowledge base creation, while driving metrics and coordinating with Engineering and Infrastructure to ensure dependable, scalable support everywhere CHG operates.

Qualifications

• 5+ years of experience in IT support or help desk.
• Strong customer-service mindset with excellent communication.
• Proficiency with Atlassian tools, Okta, Workspace ONE and Google Workspace.

Responsabilités

• Own end-user and customer support operations across venues and brands.
• Lead Help Desk team; set and track metrics; coach team members.
• Handle escalations, troubleshoot complex issues, and improve support processes.
• Contribute to knowledge bases, runbooks, and support documentation.
• Partner with IT Engineering, Infrastructure, and Business Systems teams to improve outcomes.

Connaissances

IT support

Customer service

Troubleshooting

Agile processes

Leadership

Outils

Atlassian suite

Okta

Workspace ONE

Google Workspace

Oomnitza

Description du poste

Location: New York, NY (Hybrid — with the expectation of working onsite in our NY HQ office whenever required by business priorities or team collaboration needs.)

About Convene Hospitality Group

Convene Hospitality Group (CHG) operates a global portfolio of lifestyle brands focused on creating places and experiences that bring people together. The company designs, develops, and operates hospitality-driven destinations to host gatherings of all kinds, ranging from small corporate meetings to immersive brand activations and beyond. We love bringing people together in person, and that passion for great experiences extends to our employees as well. If you're interested in creating inspiring moments of connection, consider joining our team.

Global Support Manager

We are seeking a Global Support Manager to join Convene Hospitality Group’s (CHG) Technology organization. The right candidate will lead and develop our unified Help Desk & Business Systems support team, owning the day-to-day delivery of end-user support while ensuring a high standard of service, responsiveness, and reliability across the business.

One critical area of focus for this role is owning and driving forward our automation agenda. You will look for opportunities to streamline and automate support and workflows - both through traditional tooling and scripting as well as emerging AI capabilities. The goal is to support employees to self-service, reduce manual effort, and improve speed, consistency, and the overall employee experience.

This role is hands-on and operational, focused on delivering reliable, high-quality end-user support across CHG’s breadth of brands, locations, and corporate environments. You will be responsible for overseeing support processes, managing escalations, and continuously improving how we support our employees and locations. This role may also take on responsibility for Infrastructure Support, partnering closely with internal teams and vendors to ensure systems are dependable and consistently available.

This is an ideal role for a support leader who enjoys solving problems, thinking strategically, creating elegant efficiencies, coaching ambitious team members, improving processes, and acting as the bridge between end users and the broader technology organization.

What You’ll Do:

Global Help Desk & Team Leadership

• Own end-user and customer support operations (from infrastructure side) across corporate teams, multiple venues and multiple brands.
• Coordinate support for a diverse set of systems, tools, and on-site technologies.
• Provide day-to-day guidance and support to Help Desk team members.
• Help the team prioritize ticket resolution with systems/processes improvement work.
• Help team members grow their technical and customer support skills.
• Identify recurring issues and work with engineering teams to proactively address root causes and process gaps.
• Work with leadership to set and track appropriate metrics for the team.
• Lead Help Desk project initiatives, delegating tasks to appropriate team members and ensuring delivery within agreed timelines.
• Monitor and report on key performance indicators (KPIs) to drive continuous improvement in service delivery and team performance.

Hands-On Support Operations

• Actively handle tickets, escalations, and complex troubleshooting scenarios.
• Handle complex escalations and work on bringing the knowledge skills into the team.
• Contribute to knowledge bases, runbooks, and support documentation.
• Support endpoints, SaaS platforms, collaboration tools, and venue-specific systems.
• Set standards for ticket handling, escalation paths, and support documentation.
• Partner closely with Corporate IT Engineering, Global Infrastructure, Business Systems, and operations teams to improve support outcomes.

Operational Stability & Scale

• Help define support processes and guardrails that scale across venues.
• Ensure consistency in support experience across locations, brands and and user groups.
• Balance responsiveness with sustainable support practices.

What We Look For:

• 5+ years of experience in IT support, Help Desk, or end-user technology roles.
• Proven ability to learn new technologies and tools quickly.
• Proven ability to raise the standards and be the role model for a high performing team.
• Strong hands-on experience supporting end users across multiple systems and environments.
• Proven ability to troubleshoot complex issues and prioritize effectively in a fast-paced environment.
• Experience documenting processes, creating runbooks, and improving support workflows.
• Strong customer-service mindset with excellent communication skills.
• Proficient in the Atlassian suite of products, Okta, Workspace ONE or similar MDM platforms, and Google Workspace; with a strong understanding of Agile processes, experience with inventory tracking (Oomnitza experience a plus), and managing security awareness initiatives.

Compensation:

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

Base Salary: Salary Min: $130,000 Salary Max: $140,000

This role is also eligible for Convene's annual incentive performance bonus plan.

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

We’re Here For You:

At Convene Hospitality Group, we want you to feel supported in every part of your life. Here’s what you can expect:

• Health & Wellness: Day-one health coverage for you and your family, 24/7 virtual care, emotional well-being support, and fertility & family planning benefits. Because your well-being matters, inside and outside of work.
• Time Off & Balance: Generous PTO, your birthday off (because, of course!), paid parental leave, and a year-end holiday closure to recharge.
• Financial Growth: 401K with company match and support for education, courses, and certifications. We invest in you so you can grow personally and professionally.
• Development & Recognition: Ongoing career growth opportunities plus recognition programs to celebrate milestones.
• Community & Impact: Volunteer and give-back opportunities, and the chance to make a real impact in the work you do.

At Convene Hospitality Group, we believe great teams are built by bringing together people with different backgrounds, perspectives, and experiences. Our values of GRIT (Genuine, Relentless, Integrity, and Teamwork) shape how we show up for each other every day. We want everyone here to feel welcome, supported, and free to be themselves. If you’re excited to grow, learn, and make an impact, we’d love to have you on the team.

Convene Hospitality Group is proud to be an equal opportunity employer. We welcome applicants of all backgrounds, experiences, and perspectives.

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