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Manager - DT Service Desk

Arlington Heights, IL, US • Posted 1 day ago • Updated 2 hours ago

Full Time

On-site

Fitment

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Job Details

Skills

Aviation
Data Analysis
Scheduling
Recruiting
Service Level
Customer Satisfaction
Performance Metrics
Training
Productivity
Continuous Improvement
Partnership
Provisioning
Reporting
Business Administration
Leadership
Team Management
Call Center
Conflict Resolution
Problem Solving
Analytical Skill
Communication
Performance Management
Customer Service
ITIL
ServiceNow
Cisco
Technical Support
Information Technology
Service Desk
Help Desk

Summary

Description

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.

Job overview and responsibilities

The Manager - DT Service Desk is responsible for scheduling appropriate staffing levels for 24x7x365 shift coverage. Ensures tools are in place to meet service level agreements and customer satisfaction goals. The manager tracks performance metrics and proactively seeks ways to improve operations, maintains Standard Operation Procedures, and ensures IT processes are well-integrated, documented, and socialized with the team. Also, the manager designs and implements training curriculums for Service Desk analysts and affiliated support groups; collaborates and participates 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.

Qualifications

What's needed to succeed (Minimum Qualifications):

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
Ideal candidates possess all the above plus airline industry experience
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

What will help you propel from the pack (Preferred Qualifications):

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

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: unitedil
Position Id: 1788cd7e250b402de32a67077d48c6ec
Posted 1 day ago

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