Welcome to Immersion Consulting, where innovation meets excellence. We are a dynamic and forward-thinking organization dedicated to providing our clients with actionable business solutions that yield sustainable results. Our tested, trusted, and seasoned professionals bring decades of executive-level experience in government and private industry. Our team thrives on collaboration, creativity, and a commitment to delivering outstanding results. Join us and be part of a company that values growth, inclusivity, and making a positive impact.  

The Helpdesk Manager – Travel System(s) Reservations is responsible for overseeing the operational support of commercial travel reservations within the Defense Travel System (DTS) in support of the Defense Travel Management Office (DTMO) Travel Assistance Center (TAC). The manager will lead, train, and support analysts who provide reservation assistance to DoD travel enterprise customers, ensuring compliance with federal travel regulations and DTMO policies. 

•Manage day to day interactions with current and prospective clients.
•Manage and deliver components of client engagements. 
•Develop and maintain contact with decision makers at key clients; participate and lead aspects of the proposal development process; contribute to the development of proposal pricing strategies 

Professionals will focus on key client issues that are at the core of the business by integrating our industry expertise with deep technical and operational transformation capabilities.

• Manage day-to-day operations of the reservation support helpdesk, ensuring timely and accurate assistance to DTS users. 
• Ensure reservation processes align with the established Concept of Operations (CONOPS) and meet performance standards. 
• Lead, train, and support analysts providing support for DTS reservations and Travel Management Company (TMC) interfaces. 
• Maintain expert knowledge of: 
• DTS Reservation Module 
• Sabre and Worldspan Global Distribution System (GDS) 
• GSA City Pair Program 
• Fly America Act 
• DoD travel regulations and commercial travel policies 
• Support the development and maintenance of training materials, standard operating procedures, and knowledge base documentation. 
• Monitor ticket resolution and escalation processes using the Ticket Management System (TMS). 

Qualifications: 

• Minimum 5 years of experience with DTS Reservation Module and supporting TMC processes 
• Minimum 3 years of experience with Sabre and Worldspan GDS use 
• Knowledge of GSA City Pair Program, Fly America Act, and all regulatory areas related to commercial travel 
• Bachelor’s Degree in a related field. Experience may substitute education requirements.  

Preferred Qualifications:  

• Experience managing a helpdesk or support center in a federal or DoD environment 
• ISO 9001 Training to be completed by employee after onboarding.