Sr. Manager, IT Support

Introduction:
We are looking for an experienced, energetic, IT Operations People Manager. This person will oversee the IT Experience for internal Expedia Group employees in multiple locations and regions. This person should be a thought leader, driving new ideas and automations in order to empower employees to be great at their jobs and help take Expedia to the next level. You will manage a large team of IT support professionals and continuously evolve the services they provide using every tool available. We are looking for a change leader.

What you will do:

• Lead and develop a team of analysts (and their managers), fostering collaboration, high performance, and wellbeing.

• Own delivery for defined domains, expanding scope and feature sets while ensuring high-quality outcomes.

• Plan and manage resources across locations, including capacity planning, allocation, and optimal utilization.

• Drive operational enhancements and process improvements, including automation, to increase efficiency and productivity.

• Manage support operations, ensuring adherence to procedures, monitoring performance, and addressing trends in issues.

• Define clear goals and KPIs for teams, using metrics and dashboards to track performance and drive continuous improvement.

• Collaborate closely with product and business stakeholders to shape the product roadmap and ensure technology solutions drive business outcomes.

• Act as a key bridge between technical and non-technical stakeholders, clearly communicating status, risks, and recommendations.

Minimum Qualifications:

• 8+ years of professional experience with a Bachelor’s degree, or 6+ years with a Master’s degree.

• 3+ years of people management experience leading teams and/or managing managers.

• Strong proficiency in multiple technologies or programming languages, with advanced knowledge across multiple domains.

• Proven ability to make and justify well-defined technology choices to both technical and non-technical audiences.

• Demonstrated success delivering complex, cross-team solutions and operational or support improvements.

• Experience driving process improvements and automation to improve efficiency and reduce costs.

• Track record of mentoring and developing both individual contributors and managers, including performance and career development.

• Strong collaboration and stakeholder management skills, including working with senior peers across functions.

• Excellent communication skills, with the ability to translate between technology and business needs and clearly report on team performance.

Preferred Qualifiications:

• Bachelor’s or Master’s degree in a technical field (e.g., Information Technology, Computer Science, Statistics, Data Science) or equivalent experience.