Manager, IT Desktop Services

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 Corporate Technology Team within the Information Technology Division.
Industry leader working on cutting-edge technology, responsible for leading the daily activities of a close-knit team of 2nd & 3rd level IT senior desktop engineers and technical agents supporting all desktop enterprise software applications and computer back-end services for IT Field Services representatives and IT Helpdesk agents.
What You'll Do
As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.
Develop roadmaps and participate in the standards process for Desktop standards
Partner with Architecture teams to develop solution designs
Maintain deep technical and business knowledge of industry directions and trends in the area of system engineering
Drive to deliver technology and products in the roadmap on schedule and with the highest quality
Provide advice, guidance and direction to carry out plans and procedures, ensuring schedule attainment, product development process adherence, performance and budget targets are met
Provide last tier support for operations and support teams, including root cause analysis and preventative analysis
Leads the daily activities of technical agents receiving inbound, Field Engineer calls, chats, emails and escalation tickets, for break/fix, software and imaging support needs
Continually assesses agent productivity in order to ensure maximum performance and efficiency for the quickest resolution to single or multiple user reported issues
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 Field Services, Hardware Engineering, and Cyber Security to help meet the key 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
Provides timely escalation and initiates remediation efforts by engaging appropriate teams
Works varied and flexed hours, including nights, weekends, holidays, and participates in an on-call rotation
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
5 years of recent and progressive experience with managing and supporting projects using Microsoft Endpoint Configuration Manager (MECM), Microsoft Deployment Technology (MDT/OSD), Microsoft Intune, Autopilot, Windows Desktop Operating Systems (Win10/11), Mac OS in a large IT environment Scripting technologies such as VBScript, PowerShell WMI Scripting and AutoIT Script, SQL
Preferred Qualifications- Education & Prior Job Experience
5 years of leadership experience in a technical support team environment
Migration / Transformation experience
Skills, Licenses & Certifications
Proficient understanding of various infrastructure technologies such as WAN/LAN, TCIPIP, DHCP, DNS, VPN, Windows Server operating systems
Demonstrated ability to positively lead a team in a fast-paced, ever-changing environment
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 or technical abilities
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
VDI, Microsoft Bitlocker, Microsoft Office Suite, Web Browsers, Desktop Security (Carbon Black, CrowdStrike), JAMF, AD/Group Policy, Analyzing tools (Windows Performance tool kit)
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 Team Member 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.