Aviation Help Desk Support Manager

City of Charlotte

2d•Onsite

About The Position

Results-driven IT Help Desk Manager with experience leading technical support teams and optimizing service delivery for a 24/7/365 Airport environment. Proven ability to implement ITIL best practices, streamline incident management processes, and enhance customer satisfaction through efficient problem resolution. Skilled in managing Tier 1–3 support operations, developing KPIs, and leveraging automation tools to reduce ticket resolution time and improve SLA compliance. Adept at building high-performing teams, fostering continuous improvement, and aligning IT support strategies with organizational goals. Strong communicator with expertise in vendor management, budgeting, and cross-functional collaboration to ensure seamless IT service delivery. Customers include city employees and contractors, airlines, concessionaires, local and federal agencies, and other airport-related stakeholders.

Requirements

High school diploma or equivalent and 11 years relevant experience
Associates degree and 9 years relevant experience
Bachelor's degree and 7 years relevant experience
Master's degree and 5 years relevant experience
Ability to lead a staff of shift supervisors, full time technicians, and contractors to perform technical support for the operation of the Airport.
Ability to meet deadlines and work in an environment of heavy pressures and changing priorities
Demonstrated oral and written communication skills and ability to compose correspondence and reports
Demonstrated experience with computerized systems, database management, MS Office Suite, or other application to manipulate data and create reports
Ability to use independent judgment and initiative to accomplish tasks
Ability to troubleshoot problems and develop creative solutions
Resourceful, self-directing, and the ability to flourish in a fast-paced and demanding work environment
Be a self-starter / strong technical background / customer service experience
Problem-solving with ability to motivate team to achieve specific goals
Ensure high quality technical support and increase client satisfaction to internal / external customer
Research needs, document and understand existing systems, and make decisions necessary to advance project needs
Test and evaluate hardware and software to determine efficiencies and compatibilities with existing systems
Valid Driver’s License
Ability to obtain and maintain a City Driving Permit (which is dependent on the status of a Valid driver’s license.
Certain convictions will disqualify individuals from unescorted access privileges, and therefore, exclude them from employment

Nice To Haves

At least 2 years of relevant college-level course work or an associate’s degree in Information Technology, Computer Science, or a related field
5 to 7 years experience in information technology support, including hardware, software and networking

Responsibilities

Manage Help Desk Operations: Oversee daily IT support activities, ensuring timely resolution of incidents and service requests.
Team Leadership: Recruit, train, and mentor help desk staff; conduct performance evaluations and foster professional development.
Service Level Management: Monitor and enforce SLAs, KPIs, and quality standards to maintain high customer satisfaction.
Process Improvement: Identify inefficiencies and implement automation or workflow enhancements to optimize ticket handling.
Escalation Management: Handle complex technical issues and coordinate with Tier 2/3 teams or external vendors for resolution.
Reporting & Analytics: Generate and analyze performance reports to track trends, identify gaps, and recommend improvements.
Technology & Tools: Administer help desk software, knowledge bases, and remote support tools; ensure proper configuration and updates.
Compliance & Security: Ensure adherence to IT policies, data security standards, and regulatory requirements.
Budget & Resource Planning: Manage departmental budgets, allocate resources effectively, and forecast future needs.
Customer Communication: Maintain clear and professional communication with end-users, providing updates and guidance throughout issue resolution.
Serves as a technical resource to Terminal and Passenger Facilitation in direct collaboration with airlines, tenants, Gate Management, and on-site Government Entities.
Serves as a technical resource when testing new technologies and application changes from Aviation or from City improvements or requirements.
Performs related work as required.
Manage and monitor multiple levels of the Technology Support Team personnel and evaluate performance for Full time employees.
Manage and monitor Technology Support Team contracted personnel with coordination from the designated vendor for any concerns.
Collaboration with internal stakeholders and peers for solutions to concerns from tenants, airlines, or internal partners.
Ensure security policies are adhered to for Terminal Support (Involves TSA defined processes and procedures for SIDA secure Area requirements).
Manage division budget for procurement of technologies and services.
Manage assigned projects for lifecycle management or technology requirements for other projects.
Ensure concerns or disciplinary actions are addressed and documented in a timely manner.