Senior Manager - IT Service Desk

United Airlines•Arlington Heights, IL

6d•$127,870 - $166,492

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 or 4 years of relevant work experience
5+ years of IT experience, including experience in IT management
Experience in ServiceNow and Cisco Finesse
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

Master's degree or 6 years of relevant work experience
Technical or Business Administration
ITIL Certified
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
Customer service oriented
Strong Interpersonal skills; listening, empathy, and emotional intelligence
Ability to motivate and direct staff
airline industry experience

Responsibilities

Leads the 24X7 Service Desk team that services over 292k United and United Express employees, contractors, retirees and vendors.
Accountable for setting strategic direction, defining operational procedures and performance indicators for quality assurance.
Forming and articulating a clear vision for this organization, forecasting future technology needs and devising plans to meet those needs, and translating the concept into clear strategies.
Collaborates and participates in strategic initiatives to improve efficiency and increase productivity.
Leads and implements strategic efforts to increase service agent’s productivity and efficiencies, ensuring stakeholder and leadership alignment.
Partners with various technology and business leaders to define opportunities, identify trends of chronic issues to drive resolution and maximize reliability.
Builds strong relationships with key business stakeholders, develops a deep understanding of business strategies as well as key business processes and systems.
Works proactively on Service Level Agreement (SLA) negotiations and expectations between business and technology teams.
Coaches, trains, and identifies opportunities to improve the team's leadership and technical skills; helps individuals identify career goals and use their talents to achieve those goals.
Promptly and efficiently resolves customer service escalations.