Senior Manager - IT Service Desk

United Airlines; Arlington Heights (IL); On-site; USD 128,000 - 166,000; Full time

Benefits offered by this job

Flight privileges

Health benefits

Parental leave

401(k)

Paid time off

Commuter benefits

Job summary

United Airlines is seeking a Senior Manager to lead the 24X7 Service Desk, driving strategic direction, KPIs, and service improvements for a large workforce and vendor network.

The role collaborates with technology and business leaders to resolve chronic issues, optimize reliability, and develop staff through coaching and formal development plans. Strong customer-service focus and communications skills are essential for success.

Qualifications

• Bachelor's degree or 4 years of relevant work experience.
• 5+ years of IT experience, including experience in IT management.
• Experience in ServiceNow and Cisco Finesse.
• 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.

Responsibilities

• Leads and implements strategic efforts to increase service agent's productivity and efficiencies, ensuring stakeholder and leadership alignment.
• Partners with various technology and business leaders to define opportunities, identify trends of chronic issues to drive resolution and maximize reliability.
• Builds strong relationships with key business stakeholders, develops a deep understanding of business strategies as well as key business processes and systems.
• Works proactively on Service Level Agreement (SLA) negotiations and expectations between business and technology teams.
• Coaches, trains, and identifies opportunities to improve the team's leadership and technical skills; helps individuals identify career goals and use their talents to achieve those goals.
• Promptly and efficiently resolves customer service escalations

Skills

IT management

ServiceNow

Cisco Finesse

Leadership

Communication

Customer service

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Cisco Finesse

Job description

Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network.

Come join us to create what's next. Let's define tomorrow, together.

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 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 strategic initiatives to improve efficiency and increase productivity.

• Leads and implements strategic efforts to increase service agent's productivity and efficiencies, ensuring stakeholder and leadership alignment
• Partners with various technology and business leaders to define opportunities, identify trends of chronic issues to drive resolution and maximize reliability
• Builds strong relationships with key business stakeholders, develops a deep understanding of business strategies as well as key business processes and systems
• Works proactively on Service Level Agreement (SLA) negotiations and expectations between business and technology teams
• Coaches, trains, and identifies opportunities to improve the team's leadership and technical skills; helps individuals identify career goals and use their talents to achieve those goals
• Promptly and efficiently resolves customer service escalations
  

Qualifications

What's needed to succeed (Minimum Qualifications):

• Bachelor's degree or 4 years of relevant work experience

• 5+ years of IT experience, including experience in IT management
• Experience in ServiceNow and Cisco Finesse
• 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 skillso
• 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
• Technical or Business Administration
• ITIL Certified
• 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
• Customer service oriented
• Strong Interpersonal skills; listening, empathy, and emotional intelligence
• Ability to motivate and direct staff
  

The base pay range for this role is $127,870.00 to $166,492.00.

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 [e-mail]