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6 months ago
American Airlines
Location: Chicago
Job type: Permanent
Sector: IT & Communications
Category: Supervisors
Under the direction of the ORD IT Manager, assist in the planning and coordination of the activities of the IT Services Department within Enterprise Technology. Oversee and provide direction to subordinates. Supervise the day-to-day support operations of desktop and applications for customers campus-wide. Take ownership of and resolve escalated issues with PC hardware, network printers, Microsoft operating systems and applications. Primary duties include assisting IT Manager with managing field services technicians to resolve customer issues and resolving or escalating issues to the appropriate Information Technology personnel. Help evaluate new technologies, methodologies and Field Services trends to ensure American Airlines’ computing infrastructure meets current and future needs.

Principal Duties and Responsibilities

* Assist in overseeing activities of desktop/field services technicians to resolve customer issues; resolve or escalate issues to the appropriate Information Technology personnel, as needed

* Provide direction and oversee subordinates. Ensure subordinates are performing all duties and completing projects efficiently and effectively

* Help evaluate new technologies, methodologies, and Desktop Support trends to ensure American Airlines’ computing infrastructure meets current and future needs

* Consult with customers and desktop technicians regarding end-user computing and desktop-based LAN systems software

* Act as technical owner responsible for end-to-end problem ownership, resolution and communication with employees

Job Description (Continued)

* Lead, train and mentor Field Services Technician staff members; provide technical support, direction, supervision and leadership to members of the IT Field Services support group for the assigned locations

* Contribute to the planning and deployment of Desktop-related projects

* Serve as liaison with fellow AAIT support departments

* Monitor and maintain integrity of established America Airlines Technology security policies, practices and procedures

* Document user and procedural processes; help develop support standards for campus-wide use of desktop services; recommend campus-wide policies regarding desktop hardware and software

* Perform other related duties as assigned

Job Qualifications

* Undergraduate degree in Computer Science, Information Systems or other related field or equivalent experience/training

* At least 8 years of demonstrable “hands-on” IT work experience supporting and resolving diverse PC desktop software and hardware issues

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

* Supervisory experience or demonstrated ability to oversee and manage employees

* 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. Extensive knowledge of common use platforms

* Knowledge of distributed software, including operating software and productivity software

* Knowledge of portable technologies such as laptops, mobile devices and PDA’s

* Senior technical troubleshooting skills

* Ability to effectively communicate, both verbally and in writing, including proper grammar, spelling and punctuation, with tact and diplomacy

* Ability to manage conflicting priorities and customer expectations

* Ability to use good judgment, initiative and be accountable in making decisions in accordance with established guidelines

* Effective analytical skills and problem-solving capability

* Strong time management skills, with ability to manage workload efficiently, including planning, organizing and providing status on a variety of tasks, assignments, projects and reports

* Effective team building and motivational skills

* Ability to maintain confidentiality

* Demonstrated ability to work effectively in a diverse workforce

* Ability and willingness to work various shifts, holidays, be on-call and travel as necessary

Additional Locations: None

Requisition ID: 14704

Nearest Major Market: Chicago

Job Segment:
Manager, Engineer, Computer Science, Information Systems, Design Engineer, Management, Engineering, Technology

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