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Head of IT Service Desk, Americas - Montvale, NJ

Job no: 506828
Brand: Flight Centre Travel Group
Work type: Full time
Location: USA - New Jersey
Categories: Information & Technology

Service Head of Service Desk, Americas

Flight Centre Travel Group is one of the world’s largest travel agency groups, it has company-owned operations in 23 countries and a corporate travel management network that spans more than 90 countries. It employs more than 20,000 people globally and has a total of 2800 businesses. At Flight Centre Travel Group, we are committed to connecting people and places.

Flight Centre Travel Group Americas Region IT operates and supports across three countries – United States, Canada, and Mexico. These consist of a total of approximately 300 office/store locations and 3700 Users.

We are Looking for a Head of Service Desk for our Americas Region who has a talent for delivering best-in-class service and will be committed to ensuring our customers have an amazing IT customer service experience.

Our IT Customer Support consist of:

  • IT Application support
  • IT Service Desk
  • IT Field Services
  • IT Network and Infrastructure
  • IT Telecom
  • 3rd Parties

Each individual team ensures that our customers have the best experience possible when they need help, have a question, or provide feedback. Our IT Service Desk Team efficiently manages all inbound service requests and communications with customers and contributing to outbound communications. During periods of low-service volume, the team also eagerly takes on support-centric projects.


Service Process Governance:

  • Ensure that all key service delivery processes (ITIL) are created, document, published and continuously improved – and have a clear owner + are adhered to
  • Ensure Incident Management process document, communicated and embedded in our tools & processes
  • Ensure Problem Management process document, communicated and embedded in our tools & processes
  • Ensure Change Management process document, communicated and embedded in our tools & processes
  • Ensure Knowledge Management process document, communicated and embedded in our tools & processes
  • Responsible for oversight, leadership and management of our 3rd party provider of all IT Service Desk services.

Service Reporting Manager:

  • Handle all Service reporting and internal communication

Service Tooling Zendesk Administration:

  • Collaboratively working with technology teams throughout the company to assist in end user workflow needs.
  • Configure agent views, reports, dashboards and processes to monitor data accuracy and integration
  • Design and implement contact forms, including triggers, conditional fields, etc.
  • Troubleshoot support issues within Zendesk as they arise
  • Serve as a subject matter expert in the Zendesk platform; educate customers about product features and best practices.
  • Role is initially focused on internal customer support but may also extend to client facing and other production operations activities as we scale and as various needs arise.
  • Liaise with Zendesk helpdesk to resolve technical issues


  • Leadership and management
  • Excellent written and verbal communication skills
  • Should be able to transform the ideas of management and implement appropriate solutions in the organization
  • Trend analysis and the ability to analyze data
  • Ability to maintain constructive work relationships with the employees of all the departments; seniors as well as juniors
  • Proven ability to understand business processes and translate business requirements into application functionality
  • Strategic thinking and problem-solving skills
  • Comfort working with or learning apps, integrations, and APIs


  • 3+ years in a customer support capacity or equivalent
  • Understanding of ITIL principles such as problem management, incident management and change management
  • Experience building new processes
  • ITIL v3 Certification is a plus
  • Experience with Zendesk a plus


Location: Montvale, NJ

FCTG USA is an affirmative action - equal opportunity employer searching for talented people who have a desire to build a rewarding, fun, and exciting career with a company that loves to celebrate your success!

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