Service Desk Engineer II (The Woodlands, TX or Remote)

Company Overview 

Allbridge is the leading supplier of world class connected technology solutions, services, and support for high-density properties. 

With more than 35 years of continuous growth and industry experience, Allbridge supports technology in over one million rooms, in 8,000 properties, across North America and the Caribbean, including hotels, resorts, senior-living communities, condominiums, multifamily developments, and mixed-use properties. 

Job Summary:

In the role of Service Desk Engineer II, the individual is tasked with overseeing a comprehensive range of responsibilities to ensure efficient transition and onboarding of new builds and clients, as well as offboarding and project management for system refreshes. Key responsibilities include acting as the main point of contact (POC) for clients, coordinating the onboarding process, managing project buildouts, overseeing the use of project management tools like NetSuite, and facilitating coordination among subcontractors, third-party vendors, and both field and remote migration resources. This role demands a meticulous approach to systems review and quality control across various platforms including NetSuite, Salesforce, Smartsheet, and standard managed service provider technology stack, ensuring seamless integration and operational excellence. The process encapsulates a thorough 90-day review for each client to ensure all services meet the expected standards and requirements.

Furthermore, the role expands to include the coordination and management of Building Systems Refresh Projects and Brand Initiative Projects, requiring keen oversight on Salesforce queue management, opportunity assessment, and the orchestration of quotes with Sales Representatives and Engineers. This position is pivotal in maintaining the bridge between sales initiatives and technical execution, involving direct communication with clients to confirm project specifications, and ensuring the accuracy of provided quotes. Additionally, the role encompasses the significant responsibility of managing the annual CAPEX/OPEX budget creation and client reviews, which involves generating client-specific templates, soliciting quotes in alignment with brand or Allbridge standards, and conducting detailed client reviews of submitted budgets. This comprehensive suite of responsibilities underscores the critical role of the Managed Services BOH personnel in ensuring client satisfaction, operational efficiency, and the strategic alignment of services with client needs and organizational goals. This role reports to the Senior Service Desk Manager.

Essential Job Functions and Responsibilities:

• Act as main point of contact during life cycle of assigned projects for external clients and internal team members.
• Schedule and coordinate on site and remote resources for site surveys, scheduled migrations, and project tasks.
• Create and maintain project plans based on project type to ensure Allbridge standards and client expectations are met
• Manage and update internal systems in service project deliverables in Salesforce and\or Netsuite.
• Issue and track sub-contractor purchase orders and invoices in internal systems for assigned projects as needed.
• Schedule and manage third party vendors to complete scheduled scope based on assigned project or client needs.
• Schedule and complete managed services client onboarding training for all newly onboarded clients.
• Complete final managed services technology stack quality control check to ensure project scope of work and services are properly implemented to meet Allbridge standards and\or client expectations.
• Schedule and complete 90-day service and business review with newly onboarded clients and provide feedback to internal parties and align processes based on client feedback.
• Create and update annual capital and operational budgets for all managed services clients to include adherence to Allbridge, security and\or brand standards.
• Schedule and review annual capital and operational budgets with clients upon request.
• Coordinate with internal resources to receive quotes based on client property technology refresh needs to include in annual budget review.
• Coordinate with internal resources to receive quotes based on client property technology requests.

Required Qualifications: 

• At least 2 years of experience in IT managed services/help desk, preferably in the hospitality industry.
• Experience with project managing variety of IT products and recurring services.
• Experience in managing third party vendors, contractors, and timelines.
• A strong interest in project management.
• Advanced computer skills and in-depth knowledge of different operating systems, network administration and service desk administration.
• Project management and leadership skills for managing projects and the teams involved with them.
• Strong written and verbal communication skills to coordinate with team members and management and explain technical issues.
• Analytical and problem-solving skills to handle any issues that occur during project completion.
• Organization and time management skills to keep projects on track and within budget.
• Excellent resource planning and task scheduling skills.
• Flexibility for up to 20% travel.
• Positive and committed initiative-taker, structured, goal-oriented.
• Ability to work one week on call per month to support critical issues (6 pm – 6 am CT Monday to Friday, Saturday/Sunday all day)

Workplace Benefits We Offer  

In addition to earnings and other incentives Allbridge offers a comprehensive package of benefits, based on eligibility, typically for regular, full-time positions, some of which includes: 

• Medical and Prescription options, Dental, Orthodontics and Vision Plans
• Rich HSA company-funded options and Flexible Spending accounts
• 100% Company paid premiums for Short Term Disability 
• Life and Accidental Death and Dismemberment insurance Plan options
• Supplemental Insurance Plan options
• 401(k) Profit-Sharing Retirement plan 
• Flexible Paid Time Off after 60 days of employment 
• Paid Holidays, per Employee Handbook
• Great workplace culture that embodies our values.

Equal Opportunity Employer Statement:

Allbridge is an Equal Opportunity Employer. Allbridge does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.