Manager - DT Service Desk

United Airlines•Arlington Heights, IL

1d•$102,220 - $133,194•Onsite

About The Position

United's Digital Technology team is comprised of many talented individuals all working together with cutting-edge technology to build the best airline in the history of aviation. Our team designs, develops and maintains massively scaling technology solutions brought to life with innovative architectures, data analytics, and digital solutions.

Requirements

Bachelor's degree in IT, Business Administration, or relevant field of study
Leadership/Team Management experience
3+ years of experience in Help Desk or Call Center Operations
Ability to work a 24x7x365 schedule fully onsite in Arlington Heights, IL
Remains calm under pressure and maintains composure in times of high stress
Excellent planning, organization, problem-solving, and analytical skills
Strong written and verbal communication skills with the ability to adjust to the audience
Demonstrate good relationship and performance management skills
Exceptional customer service and service mindset
Must possess excellent interpersonal skills
Must be legally authorized to work in the United States for any employer without sponsorship
Successful completion of interview required to meet job qualification
Reliable, punctual attendance is an essential function of the position

Nice To Haves

Ideal candidates possess all the above plus airline industry experience
Master's degree or 6 years of relevant work experience
ITIL Certified
Exerience with ServiceNow and Cisco technologies
2+ years lead or supervisor of a technical support team
5+ years of work experience in Information Technology, preferably in a Service Desk/Help Desk Environment
Global operation experience
Automation experience

Responsibilities

Scheduling appropriate staffing levels for 24x7x365 shift coverage.
Ensuring tools are in place to meet service level agreements and customer satisfaction goals.
Tracking performance metrics and proactively seeking ways to improve operations.
Maintaining Standard Operation Procedures.
Ensuring IT processes are well-integrated, documented, and socialized with the team.
Designing and implementing training curriculums for Service Desk analysts and affiliated support groups.
Collaborating and participating in strategic initiatives to improve efficiency and increase productivity.
Review and improve processes as part of a continuous improvement environment.
Solicit team member feedback on improvements and take action to implement those ideas.
Coach, train and develop team members to deliver exceptional customer service while meeting operational metrics.
Develop partnerships with internal customers, work to understand their needs, and support their business objectives.
Serve as the Subject Matter Expert on projects involving Digital Technology support and tools to ensure efficient usage.
Provide team support for provisioning and de-provisioning access, maintaining shift schedules, and time reporting.
Promptly and efficiently resolve customer service escalations, including being proactive by ensuring that knowledge documents are updated to avoid issue reoccurrence.