Manager - DT Service Desk

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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

The base pay range for this role is $102,220.00 to $133,194.00.

The base salary range/hourly rate listed is dependent on job-related, factors such as experience, education, and skills. This position is also eligible for bonus and/or long-term incentive compensation awards.

You may be eligible for the following competitive benefits: medical, dental, vision, life, accident & disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) and flight privileges.

United Airlines is an Equal Opportunity Employer. We recruit, employ, train, compensate, and promote without regard to race, color, religion, national origin, gender identity, sexual orientation, disability, age, veteran status, or any other protected category under applicable law. We provide reasonable accommodations for applicants and employees with disabilities. To request an accommodation, contact

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