Manager, IT Services

IntroAre you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!Why you'll love this jobManages the planning and coordination of the activities of a Field Services department or region within Information Technology, provides direction to team members, and leads the day-to-day support operations of desktop and applications for end-users and departments within an airport or campus infrastructure, including escalated issues with PC hardware, network printers, Microsoft operating systems, and applications.What you'll doAs noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

Manages day-to-day operational activities of desktop/field support technicians to resolve customer issues and escalates issues to the appropriate Information Technology teams, as needed

Evaluates new technologies, methodologies, and desktop support trends to ensure American Airlines computing infrastructure meets current and future needs

Consults with customers and desktop technicians regarding end-user computing and desktop-based LAN/WAN systems and infrastructure

Acts as technical owner responsible for end-to-end problem ownership, resolution, and communication with employees and key business stakeholders

Leads, trains, and mentors desktop team members and provides technical support, direction, supervision, and leadership to members of the desktop support group for assigned locations

Contributes to the planning and deployment of desktop-related projects

Serves as liaison with fellow AAIT support departments, including applications development and infrastructure

Monitors and maintains integrity of established American Airlines Technology security policies, practices, and procedures

Documents user and procedural processes, helps develop support standards for campus-wide use of desktop services, and recommends enterprise policies regarding desktop hardware and software

Maintains an effective approach on problem solving, multi-tasking, coordinating, and scheduling in accordance with stated goals to ensure visibility and predictability

Works extended hours occasionally, based on the needs of the operation

Travel, as required

All you'll need for successMinimum Qualifications- Education & Prior Job Experience

Bachelor’s degree in Computer Science, Computer Engineering, Technology, Information Systems (CIS/MIS), Engineering or related technical discipline, or equivalent experience/training

8 years of information technology experience supporting and resolving diverse PC desktop software and hardware issues, preferably in a large complex infrastructure environment

5 years of experience leading teams of technology professional

Preferred Qualifications- Education & Prior Job Experience

Master’s degree in Computer Science, Computer Engineering, Technology, Information Systems (CIS/MIS), Engineering or related technical discipline, or equivalent experience/training

Airline industry experience, including business process and supporting technology

Skills, Licenses & Certifications

Proficiency in handling operational issues effectively and understanding escalation, communication, and crisis management

Proven ability to build, cultivate, and promote strong relationships with internal customers at all levels of the organization, as well as with IT counterparts, business partners, and external groups

Ability to lead teams, work cross-functionally, and build consensus on difficult issues, as well as demonstrated technical and business leadership

Advanced knowledge of desktop systems, including methods and procedures relative to analysis, design, engineering, installation, configuration, deployment, operations, and management

Extensive knowledge of applications, hardware compatibility, and client based application models

Experience with enterprise class desktop software, such as antivirus, remote management and troubleshooting, asset management and inventory, and printing

Experience with distributed software, including operating software and productivity software

Experience with portable technologies such as laptops, mobile devices and PDA’s

Ability to manage conflicting priorities and customer expectations

Experience managing financial budgets

Effective analytical skills and problem-solving capability

Demonstrated initiative, flexibility and ability to adapt to changing priorities and work environments

What you'll getFeel free to take advantage of all that American Airlines has to offer:

Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.

Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.

Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.

401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.

Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

Feel free to be yourself at AmericanFrom the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. We support and obey laws that prohibit discrimination everywhere we do business. American Airlines, Inc fully considers all qualified applicants including those with a criminal history.