Manager, AA Credit Union Technology Service Desk (Ft Worth, TX, US)

Location: AAFCU Headquarters (DFW-AACU) 
Additional Locations: None
Requisition ID: 43212 

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 Credit Union Team within the American Airlines Credit Union.
• Manages Tier 1 and Tier 2 technology services through the American Airlines Credit Union’s 24/7 Service Desk.
• Strives to make the Technology Service Desk the single source of truth and the delivery channel for technology support while performing 24/7 monitoring of 80+ departmental applications and key IT infrastructure.

What you'll do

• Hires, trains, coaches and mentors the Service Desk team members. Oversees staff activities to ensure that standards and procedures are being followed and service levels are met or exceeded. Builds/obtains training material for staff to develop expertise in Credit Union products, services, and applications. Schedules employees work times and provides backup support, as needed.
  • Performs daily administration and oversight of IT monitoring systems such as Solar Winds, PRTG, Network Monitor and Opcon enterprise scheduling system. 
  • Oversees incoming requests, incidents and problems reported to the Technology and Innovation Service Desk, including monitoring and managing the incoming telephone and ticketing queues. Manages vendor relationships to ensure support of daily operational needs.
  • Manages and facilitates resolution for urgent and complicated support issues and serves as the escalation point for all Credit Union technology incidents, issues and production system problems. Develops and matures phone/ticket escalation processes to ensure appropriate escalation and information within the organization. Advises management on situations that may require additional support or escalation. Oversees process for communicating outage/emergency activities to the organization.
  • Determines root cause of issues and communicates appropriately to employees and vendors.
  • Manages a departmental annual budget of approximately $600K. Reviews and approves purchases and handles budgeting responsibility.
  • Provides data and reporting of key performance indicators and trends to the Technology Department and others, as needed. Drives Service Desk ticket trending analysis and develops strategies for improvement. Reviews survey feedback to improve services, tools and support experience.
  • Oversees “best solutions” repository and ensures top quality solutions are available to the staff. Develops service and business service level agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving employee and vendor technology support in the organization.
  • Maintains responsibility for the Credit Union’s enterprise-wide batch process and schedule, which is monitored on a 24x7 basis every calendar day and runs over 1,800 batch jobs.
  • Facilitates change management for organization and the Credit Union’s Change Advisory Board (i.e., policy, decisions, implementation, enforcement).
  • Owns the disaster recovery alerting and call escalation system.
  • Manages 200+ mobile smartphones (i.e., support, projects, implementation, enforcement).
  • Performs other duties as assigned.
   

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor’s degree in Computer Science, Engineering, Management Information Systems or related field, or five years of equivalent operational/technical experience
• Four or more years of proven experience leading, managing, developing and motivating a technical team

• Preferred Qualifications- Education & Prior Job Experience

• Experience with desktop/server operating systems, Microsoft Active Directory, DHCP, DNS, and basic networking that is recent and relevant
• Experience in financial industry operations
• ITIL certifications/experience

Skills, Licenses & Certifications

• Skilled in Microsoft Office software (e.g., Word, Excel, Access, PowerPoint) gained through either work experience with the software or education and hands-on use of the software
  • Ability to demonstrate superior people management, interpersonal and employee engagement skills, to include directing, coaching, counseling and motivating staff
  • Ability to supervise multiple staff personnel
  • Ability to demonstrate excellent oral and written communication skills
  • Ability to troubleshoot and analyze problems objectively considering both the technical and business dimensions of the problem
  • Ability to demonstrate excellent planning and organization skills with the ability to prioritize and manage multiple assignments simultaneously with attention to detail
  • Ability to demonstrate good judgment with the ability to make timely and sound decisions
  • Ability to work both autonomously and as a team leader or member with minimal supervision
  • Ability to think logically, manage competing priorities and meet deadlines
  • Ability to be on-call 24/7 and flexibility for occasional overnight travel
  • Ability to lift and transport moderately heavy objects, such as printers, computers and peripherals
  • Ability to sit for prolonged periods of time while operating a computer
  • Ability to maintain satisfactory performance and attendance
• Ability to pass applicable American Airlines pre-hire compliance checks
• Must have an acceptable credit history, which will be verified

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.

Additional Locations: None
Requisition ID: 43212 

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