Senior Manager, IT Services

Job Description

Intro

Are 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 job

• This job is a member of the Technology Enterprise Support Team within the Infrastructure and Operations Division.
• Responsible for providing technical direction and leadership for the Technology Distribution Center, hardware bench repairs, and Field Services for Campus Locations.
• This position will oversee all processes associated with the Technology Distribution Center and hardware bench repairs, focusing on efficiency and reducing overall costs.
• Responsible for developing and maintaining a comprehensive strategy for the TDC and supply chain lifecycle to effectively maintain hardware inventory associated with end-user compute.
• Responsible for ensuring continued support for team members, both operationally and technologically.
• Responsible for overseeing Field Services support for campus locations, Executive support, and Mobility support, ensuring timely resolution of hardware, software, and infrastructure issues, and maintaining operational excellence.

What you'll do

• Prioritizes and supports project activities.
• Leads, trains, and mentors team members, including technical support, for assigned locations.
• Maintains and protects the AA environment stability.
• Develops and implements new KPIs for all shipping and receiving.
• Standardizes equipment tracking practices and facilitates a centralized portal to house procedures.
• Develops methods to perform inventory and audits that increase efficiency and accuracy.
• Provides oversight and support for Field Services at campus locations, including end-user device support, break/fix services, and infrastructure troubleshooting.
• Oversees Executive support, ensuring high-touch, reliable technical assistance and tailored solutions for senior leadership.
• Manages Mobility support operations, including device management, troubleshooting, and lifecycle management for mobile technology.
• Acts as a technical owner responsible for end-to-end problem ownership, resolution, and communication with employees and key business stakeholders.
• Oversees activities of TDC, supply chain, hardware bench repairs, and Field Services staff to detect issues or failures, resolves where possible, or escalates issues to the appropriate Information Technology groups.
• Overseeing ServiceNow integration within a Proactive Center of Excellence (CoE), your role would focus on strategic oversight, leadership, and ensuring the successful implementation and adoption of ServiceNow solutions to drive continuous improvement, innovation, and business value across the organization.
• Works closely with other groups within Enterprise Technology Services to adopt best practices, improved toolsets, and seamless operation.
• Partners with other groups within Enterprise Technology Services to develop strategies for improving operations management.
• Participates in 7 X 24 on-call for incidents.
• Contributes to the planning and deployment of project activities.
• Participates in technology proof-of-concept activities and provides input on technologies, processes, and infrastructure.
• Monitors and maintains the integrity of established American Airlines security policies, practices, and procedures.
• Available to work holidays, be on-call, and travel, as necessary.
• Works extended hours occasionally, based on the needs of the operation.
• Travels, as required.
  

All you'll need for success

Minimum 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
• 10 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 professionals
  

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 airline systems and IT equipment, 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 hardware and troubleshooting, asset management and inventory, and printing.
• Experience with portable technologies such as laptops, mobile devices, and PDAs.
• 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 get

Feel 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 American

From 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.