Luxury Retreats - Responsable Informatique / IT Support Manager

Luxury Retreats, a member of the Airbnb family, is a leader in luxury villa rentals. Our team of over 200 experts markets a portfolio of more than 4,000 unique properties to a vast network of travelers. With over 18 years of experience in the industry, we are passionate about everything related to travel and hospitality.

Airbnb is looking for a manager to oversee our IT operations in Montreal. Your role will be to manage our AirSupport team (front-line support), mentor and assist other IT members, and act as a point of contact between the entire IT team and the team. Montreal office. The growth of our company will be accompanied by times when you will have to roll up your sleeves and get your hands dirty.

The three main objectives of the department are to establish a solid base for services and basic infrastructure, to deploy new innovative solutions and to support regional initiatives. As IT Manager, you will report directly to the Global AirSupport Manager.

Roles and responsibilities:

  • Manage a technical support team within our AirSupport group including recruitment, performance management and career development of employees.
  • Monitor service level indicators and response times and reorganize team activities as needed.
  • Design and implement projects to improve systems and operations.
  • Develop and document new support and operations processes or improve existing processes.
  • Superviser l’équipe de gestion des achats de matériel et de logiciels (y compris la mise en place des systèmes nécessaires aux nouveaux employés).
  • Tenir à jour les dossiers de gestion des actifs.
  • Aider les employés Airbnb dans la résolution des problèmes liés à l’informatique, aux anti-virus et aux systèmes de communication.
  • Collaborer avec les responsables AirSupport à travers le monde pour aligner les processus et les procédures et adopter les meilleures pratiques mondiales.

Expériences et compétences:

  • Un minimum de cinq ans d’expérience dans la gestion d’opérations de service technique et d’une équipe d’assistance.
  • Expérience en achat, gestion des stocks et budgétisation.
  • Bonne connaissance des principes fondamentaux des technologies de l’information et des communications.
  • Expérience dans le domaine de l’automatisation de la résolution de problèmes informatiques et dans la gestion d’équipes cherchant à trouver la cause principale de chaque problème.
  • Capacité à aider les employés Airbnb à résoudre les problèmes de matériel et de logiciel qu’ils rencontrent avec les produits Apple, y compris les ordinateurs portables Mac, les iPhones et le logiciel d’application Apple.
  • Expérience de travail avec des systèmes d’exploitation Windows et des environnements virtuels fonctionnant sur Mac OS.
  • Expérience des applications de productivité hébergée et de communication, y compris Google Apps, Box, Ms Office, Adobe, les outils de centre d’appels et capacité à former et à assister les employés qui les utilisent.
  • Connaissance des systèmes d’exploitation mobiles Apple et Android et capacité à conseiller et à aider les employés avec ces outils. 

Luxury Retreats, now a part of the Airbnb family, is a leading luxury vacation rental company. Our team of 200+ experts market a global portfolio of over 4,000 unique properties to a broad and deep network of affluent travelers. With over 18 years of experience, we are passionate about all things travel and hospitality.

Airbnb is looking to hire someone to oversee our IT operation in Montréal. You’ll manage our AirSupport (front line employee support) team, mentor and assist other IT members, and be a point of contact between the wider IT team and the Montréal office. While we grow, there will be periods where you’ll have to roll up your sleeves and get your hands dirty.

Our three main departmental objectives are to build a strong foundation of core infrastructure and services, deploy new innovative solutions, and to support regional initiatives. This position will report directly to the Global AirSupport Manager.

Role & Responsibilities:

  • Manage a team of technical support personnel within our AirSupport group including hiring, performance management, and career development
  • Monitor service level metrics and response times and re-direct team activities as needed.
  • Design and execute projects to improve systems and operations.
  • Develop and document new or improved support and operations processes.
  • Oversee the team managing hardware and software purchasing (including new employee onboarding technology setup).
  • Maintain accurate Asset Management records.
  • Support Airbnb employees in resolving problems with IT, AV and Communications systems.
  • Collaborate with AirSupport Managers around the globe to align processes and procedures and adopt global best practices.

Requirements:

  • Minimum of five years of experience in managing technical service operations and a support team.
  • Experience with purchasing, inventory management, and budgeting.
  • Sound knowledge of information and communications technology fundamentals.
  • Experience with automating the resolution of IT issues and managing teams who want to find the root cause of every issue.
  • Ability to help Airbnb employees solve hardware and software problems with Apple products, including Mac laptops, iPhones, and Apple application software.
  • Experience working with Windows operating systems and virtual environments running on Mac OS.
  • Google Apps, Box, MS Office, Adobe, contact center tools, and the ability to train and support employees on their use.
  • Knowledge of Apple and Android mobile OS and the ability to advise and help employees with those tools.
 

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