Operations Support Manager

POSITION SUMMARY

We are seeking a highly organized, detail-oriented, and travel-ready individual to join our team as an Operational Support Manager. This role combines three core functions: overseeing 3rd party GSE maintenance vendors across the assigned region to ensure service quality, compliance, and performance; traveling directly to stations to lead, train, and support Ground Support Equipment (GSE) technicians in the field; and directly managing a team of traveling technicians, including their scheduling, performance, and development. The individual in this role will work closely with internal departments, external vendors, and on-site technician teams to keep vendor performance, field operations and technician development aligned with company standards across every assigned station.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

(Other duties may be assigned and are not limited to the following)

3rd Party Maintenance Oversight

• Manage relationships with 3rd party maintenance vendors and suppliers such as parts distributors, off-site repair facilities and OEM suppliers.

• Monitor vendor KPIs and compliance across multiple cities — including maintenance response time, CMMS usage and repair quality against contractual and OEM standards — and create solutions to correct any service lapses.

• Review vendor invoices and verify that billed work matches services actually performed, flagging discrepancies for approval.

• During station visits, identify where opportunities lie for improving vendor performance and service delivery.

Traveling Technician Management & Field Operations

• Travel to assigned stations across the US to provide direct, on-site oversight of GSE technicians and third-party maintenance providers.

• Supervise, coach and support GSE technicians in the field, setting clear performance expectations and providing hands-on guidance on repair quality, safety and efficiency.

• Conduct visual inspections and spot-checks of GSE during station visits to confirm maintenance was performed to standard.

• Reinforce technician training on GSE repair procedures, preventive maintenance programs, safety protocols and proper use of CMMS/EAM systems during station visits.

• Verify and supply accurate maintenance and inspection records for each station through EAM reporting and CMMS, ensuring documentation supports contractual and regulatory compliance.

• Ensure all field technicians and third-party vendors follow aviation ground safety standards, OSHA requirements and airline/airport-specific operating procedures during station visits.

• While on-site, coordinate with vendors and parts distributors to reduce equipment downtime and support technicians in resolving parts or repair bottlenecks.

• Identify best practices observed at one station and help standardize them across other stations in the assigned region.

Team Leadership & Management

• Build and manage travel schedules and station assignments for the technician team, balancing coverage needs across multiple cities with technician availability and travel time.

• Serve as the primary point of escalation for technician-related issues in the field, including conflicts, safety concerns and resource needs

QUALIFICATIONS AND EXPERIENCE:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degree in business administration, Contract Management, or a related field, or equivalent; 4 - 6 years related work experience managing maintenance operations; or any equivalent combination of education, training and experience.

• Proven experience as a 3rd Party/Vendor Maintenance Manager, Technician Manager, or similar role, preferably in a fast-paced aviation ground operations environment.

• Prior experience directly managing a team, including scheduling, performance reviews and staff development.

• Strong understanding of aviation and Ground Support Equipment and/or automotive fleet repair.

• Hands-on mechanical/technical background sufficient to inspect, audit and speak credibly with technicians about GSE repairs.

• Familiarity with aviation industry-specific regulations and compliance requirements.

OTHER SKILLS AND ABILITIES:

• Computer and office programs knowledge (Excel, Word, PowerPoint, Outlook)

• Strong analytical skills and problem solving abilities

• High attention to detail, consistency, and accuracy in performing job-related tasks

• Exceptional integrity and ethics to maintain confidential information

• Poised and composed demeanor in high-pressure situations

• Excellent written and verbal communication skills

• Excellent interpersonal and negotiation skills with a proven ability to create and maintain positive working relationships with vendors, suppliers, shippers, and customers.

• Ability to work both as a team and/or independently

• Must be able to read and speak the English language

• Must have a valid driver’s license

• No travel restrictions; must be willing and able to travel up to 50%

• Legally authorized to work in the United States