Team Lead, Travel Support Desk

Global Travel Collection (GTC), part of Internova Travel Group, is the most influential collection of international luxury travel agencies. More than 1,500 GTC advisors are industry leaders in providing premium travel services to leisure travelers, corporate executives and the entertainment industry. GTC's combined global reach and leverage translate into value, recognition and preferential treatment for its world traveler clients.

The Team Lead, Travel Support is responsible for providing support to the Specialist that require assistance with explaining how to resolve Advisors' queries and issues. The role will be responsible for overseeing the Specialist and supporting the service desk tickets and ensuring that the requests are researched, tracked, escalated, and resolved. This individual will be responsible for overseeing the open tickets on each Support Desk and requesting Specialist to close or escalate where needed.

This position has a set schedulf of Monday-Friday from 11:00am-7:30pm PT.

Assist Managers in overseeing Travel Support Specialist team.
• Support team members as an additional "Go To" person for assistance.
• Assist team in providing timely responses within the SLA (Service Level Agreement) 60 minutes including the closing of service desk tickets.
• Support Travel Support Specialists to understand when to escalate tickets.
• Guide Travel Support Specialists in assigning tickets to the proper Service Desk.
• Support Manager in recognizing when additional Training may be valuable to team members.
• Support Manager in evaluating and escalating issues for training opportunities.
• Collaborate with Managers to highlight reoccurring issues.
• Provide overall customer service and support.
• Call to Managers attention possible conflicts or complaints that may occur.
• Assist with "Missing Tickets" and working the rejection lists in error and fatal rejections.
• Work with Managers on special projects that may result from other Support Departments.

• Proficient in Sabre with 5 years of experience.
• Deep knowledge of Sabre formats, air ticketing, hotel, cars, and non-arc invoicing.
• Must possess knowledge of CSL, Advisor OS, Intranet, Client base & certify.
• Excellent oral and written communication skills and attention to detail.
• Ability to analyze processes and information, identify problems and trends, and develop effective solutions and strategies.
• Commitment to providing exceptional service to customers and support to staff members.
• Good understanding of key GTC initiatives and employs suitable change management skills.
• Possess excellent time management skills.
• Thrives in a fast-paced environment and can handle multiple responsibilities.
• Demonstrates a positive & "Yes We Can" attitude that leads to creative problem solving and solutions.
• This role requires schedule flexibility, with standard working hours generally concluding around 7:30 PM PT.

PAY AND BENEFITS

Our benefit offerings include choice of two medical plans and two dental plans, vision insurance, flexible spending accounts (FSAs), company-paid life insurance and AD&D, optional additional life insurance and AD&D, disability insurance, paid parental leave, paid time off, 401k Plan with company match, discounted employee travel options, access to LinkedIn Learning webinars and courses. Discounted pet insurance and auto, home, & renters insurance.

The salary range on this job posting/advertising has been developed to give applicants a wide range to comply with pay transparency laws in all states and geographical areas. Many factors, such as years of experience, geographical location, budget etc. are considered when determining the starting rate of pay. The salary range posted represents the pay range for U.S. candidates. If the job posting indicates that the role is available for international candidate consideration, the salary range will be based on the local market for the country where the candidate would be working.

This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company's financial goal achievement and individual performance.

Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.

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