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Red Lion Hotels Corporation · 6 days ago

Help Desk Manager

United States

Full-time

Remote

Mid, Senior Level

$30/hr - $40/hr

Red Lion Hotels Corporation is a national hotel chain seeking an IT Help Desk Manager to lead a remote-first support organization. The role involves delivering exceptional technical support to hotel staff and corporate users while driving service excellence and operational discipline across various IT processes.

Hospitality

Responsibilities

Lead daily operations of the remote help desk: assign resources, prioritize queues, and ensure SLA compliance for incident response and resolution

Define, track, and report key support KPIs (MTTR, SLA adherence, backlog, CSAT); use metrics to drive staffing, training, and process improvements

Own incident escalation and root-cause processes—coordinate cross-functional fixes with networking, infrastructure, and vendor partners

Develop and maintain knowledge-base content, runbooks, and standard operating procedures to increase first-contact resolution

Recruit, coach, and mentor a distributed team of technicians; conduct performance reviews and professional development planning

Manage tooling and integrations for ticketing, remote access, MDM, and authentication; lead small projects to implement new support capabilities

Qualification

ServiceNowZendeskActive DirectoryMicrosoft 365VPNITIL FoundationIntuneTicketing SystemsTroubleshooting

Required

Proven experience managing a remote or multi-site help desk supporting Windows, macOS, and mobile users in a fast-paced environment

Hands-on administration experience with ServiceNow or Zendesk and proven ticketing workflows design

Practical knowledge of Active Directory and Microsoft 365 administration

ITIL Foundation certification or equivalent experience with incident and change management processes

Strong troubleshooting experience with remote desktop tools, VPNs, and endpoint support best practices

Demonstrated ability to use metrics to drive team performance, improve SLAs, and increase customer satisfaction

Preferred

Experience with Jamf or other macOS management tooling

Experience with Microsoft Intune or comparable MDM solutions

Familiarity with Okta or other SSO/identity management platforms

Benefits

Remote-first role with flexibility for US-based candidates and a focus on work-life balance.

Opportunities for professional development and cross-functional projects within a national hospitality business.

Collaborative, metrics-driven culture that values operational excellence and customer-first service delivery.

Company

Red Lion Hotels Corporation

Red Lion Hotels Corporation is an innovative hotel company doing business as RLH Corporation and focuses on the franchising, management and ownership of upscale, midscale and economy hotels.

Founded in 1937