Manager, Travel Technologies

The Manager, Travel Technologies role is responsible for overseeing the GDS and Mid Office support teams and providing support to agents and internal departments that require assistance in resolving issues that could affect multiple points of the support structure within Agency Services and Operations.  The role will be responsible for overseeing the team supporting these requests and ensuring that the requests are researched, tracked, escalated and resolved.  The role is also responsible for Mid-Office operations and overseeing development and enhancements of new and existing Mid-Office processes. Collaboration between all departments is a must to ensure processes are working efficiently and that training needs (where applicable) are brought to the attention of appropriate departments to reduce the number of reported errors and concerns.

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.

• Responsible for overseeing Sabre GDS, Midoffice GDSX Compleat team, Sabre Scribe scripts, Intranet/Sharepoint content, Clientbase Administration, Booking Builder & Magnatech administration
• Working in the Service Desk environment, requests are opened for questions and concerns from multiple departments. The requests can include, but are not limited to:
• Project Manager; leads and manages the support teams
• Responsible for the implementation and new enhancements of travel tools
• Collaborating between all departments to ensure processes are working efficiently and report errors or issues
• Working in the Service Desk environment and ensure all ticket requests and queries are actioned and supported in a timely manner
• Evaluate and escalate issues for training opportunities. Collaborate with training team, Operations Supervisors and Managers to highlight reoccurring issues, errors, and gaps in GDS skills
• Evaluate and escalate issues to other IT and Operational teams as necessary
• Continuously review and enhance communication procedures and channels to ensure proper delivery of relevant information to agents and support teams
• Reconcile Sabre Invoices, auditing TA addresses, and EPRS resulting in large savings due to prior inefficient tracking & processes
• Responsible for maintaining the customized Formstack application for IC onboarding and offboarding
• Evaluate and escalate issues for training opportunities. Collaborate with training team, Operations Supervisors and Managers to highlight reoccurring issues, errors, and gaps in GDS skills.
• Evaluate and escalate issues to other IT and Operational teams as necessary.
• Continuously review and enhance communication procedures and channels to ensure proper delivery of relevant information to agents and support teams. 

• Proven success in a managerial role required.
• 7+ years’ experience on Travel GDS system: SABRE (Other GDS systems a plus).
• Bachelor’s degree (or equivalent) in field of business administration, technology or hospitality a plus.
• Familiarity with Mid-Office tools such as Concur Compleat (GDSx) or iQCX
• Excellent customer service skills.
• Thrives in a fast-paced environment and able to handle multiple responsibilities.
• Excellent oral and written communication skills and attention to detail
• Advanced knowledge of the travel industry
• Demonstrates a positive & "just own it" attitude that leads to creative problem solving and solutions.
• Flexible work hours

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.

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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