Crew Support Desk Specialist

PSA Airlines, Inc.; Charlotte (NC); On-site; USD 45,000 - 65,000; Full time

Job summary

PSA Airlines, Inc. is seeking a Crew Support Desk Specialist to provide real-time logistical and administrative support to flight and inflight personnel.

The role acts as a key liaison among Crew Scheduling, the IOC, and leadership, contributing to operational performance tracking and safety reporting. The successful candidate will coordinate communications during irregular operations, manage OOR reporting, and collaborate with multiple internal teams to ensure timely information flow and

Qualifications

• High school diploma or equivalent.
• Working knowledge of Microsoft Office Suite products.
• Experience with telephone conferencing and email communication.
• Excellent organizational and communication skills.
• Ability to speak/read/write in English.
• Authorized to work in the U.S.

Responsibilities

• Support Crew Scheduling and the IOC by acting as the operational point of contact.
• Act as first point of contact for notifications of operational events for our crews.
• Ensure proper event notification and reporting to Flight Operations and Inflight Services leadership and frontline crew members.
• Coordinate contact with crew members as necessary in irregular operational situations.
• Initiate contact to ensure crew compliance with event reporting (OOR).
• Coordinate the distribution of OOR reports to the FAA as necessary.
• Read and evaluate OORs and forward to base leadership in a timely manner.
• Receive, track, and disseminate flight and inflight social media compliments/complaints.
• Investigate, track and record Tarmac Delay reports and other performance measures.
• Manage K2 project from an Inflight perspective regarding delay programs and respond as necessary.
• Provide detailed operations performance summary and availability reports, including Right Start reporting.
• Review absences and point balances via email from crew scheduling; adjust point accruals.
• Improve communication with Flight Attendants after irregular operations; act as liaison for safety concerns.
• Responsible for the Company’s SMS and Safety outputs.
• Performs other duties as assigned.

Skills

Organizational skills

Communication skills

English proficiency

US work authorization

Education

High school diploma or equivalent

Tools

Microsoft Office

K2 programs

Tableau

CrewTrac

Job description

About PSA Airlines

PSA Airlines, a wholly owned subsidiary of American Airlines, offers unparalleled opportunities for growth and professional development. We value teamwork and inclusivity and strive to create a safe, respectful, and happy work environment for our more than 5,500 team members. We are defining the standard in regional aviation by focusing on The PSA Standard - our foundation for operation. Through our six Winning Behaviors - safe and caring, customer-centric and quality-focused, dependable and ethical, fact-based, focused and flexible, on-time, and cost-conscious – our team members are showing up every day for our customers and each other. Join our team to enjoy comprehensive benefits, including travel privileges on the American Airlines global network, so you can explore new destinations and create unforgettable memories with family and friends.

Position Summary

The Crew Support Desk Specialist ensures efficient crew operations by providing real-time logistical and administrative support to PSA flight and inflight personnel. Acting as a key liaison between departments, the Crew Support Desk Specialist facilitates smooth communication, between Crew Scheduling, the Integrated Operations Center (IOC), and departmental leadership. The position also contributes to tracking of operational performance, safety management, and employee engagement through detailed reporting, issue resolution, and cross-functional collaboration with internal stakeholders and/or reporting of information to external agencies.

Job Responsibilities

• Support Crew Scheduling and the Integrated Operations Center (IOC) by acting as the operational point‑of‑contact.
• Act as first point of contact for notifications of operational events for our crews.
• Ensure proper event notification and reporting to Flight Operations and Inflight Services leadership and frontline crew members.
• Coordinate contact with crew members as necessary in irregular operational situations.
• Initiate contact to ensure crew compliance with event reporting (OOR).
• Coordinate the distribution of OOR reports to the FAA as necessary.
• Read and evaluate Flight Operations and Inflight Services irregular online operations reports (OORs) as received and to forward to the applicable crew member base leadership team, in a timely manner, and request additional information as necessary.
• Receive, track, and disseminate flight and inflight social media compliments/complaints received from AA Brand Protection.
• Investigate, track and record Tarmac Delay reports and other operational performance measures.
• Manage K2 project from an Inflight perspective regarding delay programs. Read, evaluate, and forward reports in a timely manner and respond, as necessary.
• Assists departmental leadership by providing detailed operations performance summary and availability reports, including Right Start reporting to support crew member needs and reduce delays.
• Daily review absences and point balances via email from crew scheduling and the auto reliability emails. Adjust point accruals as necessary.
• Provides enhanced communication with Flight Attendants who have experienced irregular operations/injuries/etc. by responding to OOR reports. Acts as a Liaison between Inflight Services and other departments for safety concerns.
• Responsible for the Company’s Security and Safety Management System (SMS) and associated Safety Risk Management and Safety Assurance outputs.
• Performs other duties as assigned.

Position Specifics

Qualifications

• High school diploma or equivalent.
• Required technical skills and experience.
• Working knowledge of Microsoft Office Suite products.
• Experience with telephone conferencing and email communication.
• Excellent organizational and communication skills.
• Ability to speak/read/write in English.
• If hired, must be able to demonstrate that you are authorized to work in the U.S.

Preferred

• Previous experience in airline operations.
• Previous experience in Crew Scheduling.
• Knowledge of K2 programs, Tableau, and CrewTrac systems.

Additional Information

Supervisory Responsibility

This is not a supervisory position.

Delegation

In absence, responsibilities delegated to the Supervisor of Inflight Performance and Reliability.

Authorities

None.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, telephones, photocopiers, facsimile machines and filing cabinets.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. This is largely a sedentary role; however, the employee is frequently required to stand; walk; climb up and down stairs; lift weight up to 25 lbs; use hands to handle or feel; and reach with hands and arms.

AAP/EEO Statement

PSA Airlines is an equal opportunity employer; qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, citizenship status, age, disability, genetic information, protected veteran status or any other characteristic protected by law.

Security Clearance

All employees are required to pass the fingerprint-based criminal history records check (CHRC) per 49CFR1542.209 as well as a pre-employment drug screen.

Other Duties

Please note this job description is not designated to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.