Position Summary:
The Senior Manager leads the 24X7 Service Desk team that services over 292k United and United Express employees, contractors, retirees and vendors; is 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 pivotal initiatives to improve efficiency and increase productivity.
Key Responsibilities:
- Partners with various technology and business leaders to define opportunities, identify trends of chronic issues to drive resolution and improve reliability
- Leads and implements strategic efforts to increase service agent’s productivity and efficiencies, ensuring partner and leadership alignment
- Coaches, trains and finds opportunities to improve the team’s leadership and technical skills
- Helps individuals identify career goals and use their talents to achieve those goals
- Builds strong relationships with key business partners, develops a deep understanding of business strategies as well as key business processes and systems
- Promptly and efficiently resolves customer service critical issues
- Works proactively on Service Level Agreement (SLA) negotiations and expectations between business and technology teams
Required Education & Experience:
- Strong Interpersonal skills; listening, empathy and emotional intelligence
- 2+ years lead or supervisor of a technical support team
- Customer service oriented
- Excellent planning, organization, problem-solving, and analytical skills
- Must possess excellent interpersonal skills
- Exceptional customer service and service mindset
- Ideal candidates possess all the above plus airline industry experience
- Remains calm under pressure and maintains composure in times of high stress
- Master’s degree or 6 years of relevant work experience
- 9+ years of IT experience, including 6+ years in IT management
- IT Certification
- 5+ years of work experience in Information Technology, preferably in a Service Desk/Help Desk Environment
- Ability to work fully onsite in Arlington Heights, IL
- Bachelor’s degree or 4 years of relevant work experience
- Strong written and verbal communication skills with the ability to adjust to the audience
- Ability to motivate and direct staff
- ITIL Certified
- Must be able to travel up to 10%
- Demonstrate good relationship and performance leadership skills