Supervisor, IT Operations Help Desk (Phoenix, AZ, US)

Location: Regents Centre North (PHX-52N1) 
Additional Locations: None
Requisition ID: 31882 

Overview

Join us for a career with endless possibilities.

Looking for a job where a passion for innovation, a culture of teamwork, and opportunities for growth are valued and rewarded? You’ve come to the right place.

 

You don’t have to be an airline aficionado to join American Airlines. It takes more than cool planes to keep us ahead of the curve, and thanks to our team of behind the scenes professionals, we do just that. As the largest airline in the world, American Airlines is in the business of serving the global travel needs of our customers. At the core of the Company is our commitment to each customer and each employee. We are dedicated to developing and delivering what our customers value and are willing to pay for. Customer-centric planning, innovative marketing, and an exceptional customer experience are supported by a cadre of talented people.

 

What does it take to join us? We’re glad you asked! We expect exceptional skills in your discipline and a dedication to being the best as we relentlessly pursue our goal of being not just the largest airline in the world, but also the best airline in the world.

 

Fortunately, we’re building on almost a century of innovation and firsts in our industry – and we plan to continue that tradition of excellence.

About The Job

This job is a member of the Enterprise Technology Services team, within the Information Technology Division. This position will be responsible for managing the daily operation of an IT Help Desk that provides support to all American Airlines End Users. The position responsibilities includes employee development through coaching, motivating and leading by example.

 

Specifically, you’ll do the following:

• Manages the daily operation of an IT inbound call center that provides support to all American Airlines end users
• Continually assesses agent productivity and call activity in order to ensure maximum performance and supports department service standards to the fullest extent
• Sets and communicates goals and provides constructive feedback to create a high performance culture
• Effectively communicates decisions to achieve understanding and acceptance of changes and/or direction
• Collaborates with IT Operations to help meet the key operational objectives of the Company, along with providing seamless support to the end user
• Collaborates with internal departments to rollout new initiatives, programs, systems, automation enhancements, and other technical solutions
• Completes scheduled and ad-hoc productivity reports for IT Operations management
• Provides timely escalation and initiates remediation efforts by engaging appropriate teams
• Supports a 24x7 call center by working varied and flexed hours, including nights, weekends and holidays

Qualifications

Required Qualifications

• ​​​​​Bachelor’s degree in Computer Science, Computer Engineering, Technology, Information Systems (CIS/MIS), Engineering or related technical discipline, or equivalent experience/training
• 4 years of experience in an IT Help Desk capacity
• 2 years of leadership experience in a IT Help Desk or call center environment

 

Preferred qualifications

• Proven ability to manage multiple tasks, stay organized, and effectively handle shifting priorities in a dynamic work environment
• Demonstrated ability to positively lead a team in a fast-paced, ever-changing environment
• Experience supporting hardware and software
• Ability to coach direct reports and manage performance

Qualifications (Continued)

Preffered Qualifications (Continued)

• Ability to think creatively and demonstrate problem-solving skills
• Strong working knowledge of IT system fundamentals
• Strong analytical and organizational skills, as well as accuracy and attention to detail
• Ability to provide timely feedback related to customer service
• Ability to explain technical concepts and adjust messaging based on the audience, including non-technical groups
• Ability to influence through outstanding interpersonal skills, collaboration, and negotiation skills
• Ability to work well within a team environment, as well as independently
• Help Desk or support center related certifications including HDI, ITIL, Six Sigma, etc.
• Technical certifications including CompTIA's A+, Network+, MCSA, MCSE, ACSP

Additional Locations: None
Requisition ID: 31882 

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