IT Support Manager - Quality, Hotel Relationship and Escalations (F,M,X)

Accor Tech & Digital is seeking an IT Support Manager to serve as the key contact for hotel escalations, ensuring timely resolutions and building strong relationships with hotel teams. The role involves monitoring and evaluating Level 1 support quality, conducting regular ticket resolution audits and driving issue resolution improvements. You will identify emerging trends and recurring issues within the hotel portfolio, working proactively to prevent operational disruptions and improve overall service quality. Develop metrics and reports to track service performance and escalation trends, using data insights to drive continuous optimization and facilitate clear communication across hotels, support teams, and leadership.