Maintenance Control Supervisor

City and County of Denver•Denver, CO

6d•Onsite

About The Position

Denver International Airport (DEN) is the third-busiest airport in the United States and one of the top ten busiest airports in the world, connecting our community globally through flight and business. DEN is the primary economic engine for the state of Colorado, generating more than $47.2 billion for the region annually and employing nearly 37,000 people. At DEN, we are committed to fostering a diverse, inclusive and equitable workplace. We celebrate individuality and uplift all races, ethnicities, gender identities, national origins, ages, abilities, religion, and LGBTQIA+ communities. We know that our diversity makes us stronger, and we strive to keep diversity, equity and inclusion at the center of all that we do. A Maintenance Control Supervisor oversees the day-to-day operations of the Maintenance Control Center (MCC), helping ensure effective 24/7/365 coverage and coordination of airport maintenance activities. A typical day may include ensuring appropriate staffing levels, reviewing and auditing work order creation for accuracy and quality, and monitoring phone and radio communications to maintain a high level of customer service. The supervisor also serves as a key liaison between airline operations centers and DEN’s Maintenance Division, coordinates emergency shutdown requests, and keeps affected stakeholders informed of progress and estimated completion times. This position works closely with departments and partners throughout DEN, including Airlines, Concessions, Operations, Parking, Legal, Security, Executive Leadership, Denver Fire and Police, Marketing, and DEN IT. During snow events, the supervisor helps maintain situational awareness by communicating conditions to stakeholders and coordinating maintenance-related activities with Operations and Contract Services. Additionally, as a Maintenance Control Supervisor, you can expect to: Oversee the daily operations of the Maintenance Control Center (MCC), helping maintain effective 24/7/365 coverage and ensuring continuity of operations across all shifts. Provide guidance and support to Maintenance Control Technicians in receiving, evaluating, documenting, prioritizing, and coordinating maintenance requests and operational incidents throughout DEN. Utilize Maximo and other airport systems to review service requests and work orders, identify the appropriate asset, location, work type, and functional area, and ensure requests are routed to the appropriate maintenance team. Monitor and utilize multiple airport systems and communication platforms associated with building systems, fire and life safety, conveyances, utilities, security, asset status, and other critical airport infrastructure. Coordinate maintenance response during emergencies, system outages, life-safety events, critical asset failures, and other significant operational events, ensuring appropriate departments and stakeholders are notified and kept informed. Serve as a liaison between MCC, DEN Maintenance teams, Airport Operations, airline operations centers, tenants, contractors, and other internal and external stakeholders to facilitate timely resolution of maintenance-related issues. Develop and improve MCC work processes, procedures, and operating guidelines; establish work priorities and schedules; and ensure adequate staffing and operational coverage. Assign and review work, provide direction on difficult or unusual situations, coach employees on established procedures, and promote consistency, accountability, teamwork, and continuous improvement. Review and audit service requests, work orders, log notes, and other MCC documentation for accuracy, completeness, proper routing, and data quality, and identify opportunities to improve business processes. Monitor telephone, radio, and other communications to ensure employees provide professional, accurate, and timely customer service and operational support. Assist Maintenance Control Technicians during periods of high workload or significant events by responding to calls, radio traffic, emails, system shutdown requests, work requests, and operational incidents. Communicate relevant operational information, procedural changes, system issues, and organizational priorities to MCC staff and ensure employees understand their responsibilities and the impact of their work on airport operations. Establish employee performance expectations, provide coaching and feedback, recognize effective performance, complete formal performance evaluations, and identify opportunities for employee development and improvement. Participate in the hiring and selection of MCC employees and support onboarding, training, and development of new and existing team members. Address employee performance and conduct concerns in accordance with City policies and procedures, including appropriate documentation and participation in disciplinary and grievance processes when necessary. Maintain operational records and prepare or review daily, quarterly, annual, and ad hoc reports and performance metrics related to work requests, work orders, customer contacts, response performance, data quality, and other MCC activities. Support MCC planning and resource needs, including staffing, technology, equipment, operational continuity, and budget-related activities.

Requirements

Graduation from high school or the possession of a GED, HiSET or TASC Certificate.
Three (3) years of experience performing a variety of duties requiring construction, mechanical and general building maintenance skills including one year of experience of the type and level of Maintenance Control Technician.
Requires a valid Driver's License at the time of application.
Licenses and certifications must be kept current as a condition of employment.
FBI criminal background check is required for all positions at Denver International Airport (DEN).
Employees are also required to report any felony convictions and/or moving violations to maintain this clearance and be eligible for continued employment.
By position, a pre-employment physical/drug test may be required.
A CBI criminal background and fingerprint check is required for this position at Denver International Airport (DEN).
Employees must obtain and maintain CBI certification as a condition of continued employment.
Employees are also required to successfully complete the required CBI certification examination every two years to maintain their certification and remain eligible for continued employment.
Denver International Airport is a 24/7/365 operation. If weather conditions warrant or an emergency or crisis occurs, all DEN employees may be required to report to work on a regularly scheduled day off and/or work extended hours or shifts as operational needs require.

Nice To Haves

Demonstrated leadership and team-building experience, including the ability to coach employees, establish priorities, resolve conflict, and maintain effective working relationships.
Strong decision-making, problem-solving, and critical-thinking skills, with the ability to analyze information, identify relationships and trends, and make sound decisions based on available facts and data.
Proven ability to multitask and prioritize in a fast-paced, 24/7 operational environment, including simultaneously managing phone and radio communications, computer systems, data entry, and competing operational priorities.
Excellent written and verbal communication skills with the ability to communicate professionally and effectively with individuals at all levels of an organization, from frontline personnel to executive leadership, as well as external customers and stakeholders.
Strong organizational skills and attention to detail, with a demonstrated ability to maintain accurate, consistent, and complete records while managing multiple responsibilities.
Experience using multiple computer systems and applications, including Microsoft 365, with the ability to quickly learn and adapt to new technologies and operational systems.
Experience developing, reviewing, and analyzing performance metrics, dashboards, reports, and operational data to identify trends, improve performance, and support decision-making.
Experience developing or implementing process improvements that increase operational efficiency, data quality, compliance, and customer service.
Demonstrated commitment to superior customer service and the ability to remain professional and effective when handling difficult, unusual, or time-sensitive situations.
Experience interpreting and applying policies, procedures, regulations, contracts, or other operational requirements.
Experience with budget administration, procurement, contract management, invoice review, or fiscal reporting.
Commercial airport experience and familiarity with airport maintenance or operational environments.
Experience with emergency management, emergency response, incident coordination, or continuity of operations in a complex operational environment.
FEMA Incident Command System (ICS) training, including ICS 100, 200, 300, 400, 700, and 800, or the ability to obtain required training.
Additional appropriate education may be substituted for the minimum experience requirements.

Responsibilities

Oversee the daily operations of the Maintenance Control Center (MCC), helping maintain effective 24/7/365 coverage and ensuring continuity of operations across all shifts.
Provide guidance and support to Maintenance Control Technicians in receiving, evaluating, documenting, prioritizing, and coordinating maintenance requests and operational incidents throughout DEN.
Utilize Maximo and other airport systems to review service requests and work orders, identify the appropriate asset, location, work type, and functional area, and ensure requests are routed to the appropriate maintenance team.
Monitor and utilize multiple airport systems and communication platforms associated with building systems, fire and life safety, conveyances, utilities, security, asset status, and other critical airport infrastructure.
Coordinate maintenance response during emergencies, system outages, life-safety events, critical asset failures, and other significant operational events, ensuring appropriate departments and stakeholders are notified and kept informed.
Serve as a liaison between MCC, DEN Maintenance teams, Airport Operations, airline operations centers, tenants, contractors, and other internal and external stakeholders to facilitate timely resolution of maintenance-related issues.
Develop and improve MCC work processes, procedures, and operating guidelines; establish work priorities and schedules; and ensure adequate staffing and operational coverage.
Assign and review work, provide direction on difficult or unusual situations, coach employees on established procedures, and promote consistency, accountability, teamwork, and continuous improvement.
Review and audit service requests, work orders, log notes, and other MCC documentation for accuracy, completeness, proper routing, and data quality, and identify opportunities to improve business processes.
Monitor telephone, radio, and other communications to ensure employees provide professional, accurate, and timely customer service and operational support.
Assist Maintenance Control Technicians during periods of high workload or significant events by responding to calls, radio traffic, emails, system shutdown requests, work requests, and operational incidents.
Communicate relevant operational information, procedural changes, system issues, and organizational priorities to MCC staff and ensure employees understand their responsibilities and the impact of their work on airport operations.
Establish employee performance expectations, provide coaching and feedback, recognize effective performance, complete formal performance evaluations, and identify opportunities for employee development and improvement.
Participate in the hiring and selection of MCC employees and support onboarding, training, and development of new and existing team members.
Address employee performance and conduct concerns in accordance with City policies and procedures, including appropriate documentation and participation in disciplinary and grievance processes when necessary.
Maintain operational records and prepare or review daily, quarterly, annual, and ad hoc reports and performance metrics related to work requests, work orders, customer contacts, response performance, data quality, and other MCC activities.
Support MCC planning and resource needs, including staffing, technology, equipment, operational continuity, and budget-related activities.

Benefits

Competitive Medical, Dental, Vision Insurance (effective within 1 month of start date)
Pension Plan for Life (Employee contributes 8.45%, Employer matches at 17.95%)
457 (b) Retirement Plan (no early withdrawal fee!)
PTO (over 3 weeks in your first year) and 14 paid holidays
Merit Increases
STD, LTD, HSA, FSA, Life Insurance
CARE Bank, Family Leave Benefits
Employee Assistance Program, Employee Volunteer Program
Tuition Reimbursement (up to $2000/year)
Qualify for Student Loan Forgiveness Program
Learning and Development Opportunities; Courses and Career Development Resources
EcoPass (unlimited free RTD bus/train rides)
Free Airport Parking