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 environmentScripting 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 groupsAbility 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.

EQUAL EMPLOYMENT OPPORTUNITY/ AFFIRMATIVE ACTION POLICY

American Airlines maintains a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled veteran or other protected veteran, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, the following employment decisions and practices: hiring; upgrading; promotions; demotions or transfers; layoffs; recalls; terminations; rates of pay or other forms of compensation; selection for training, including apprenticeship; and recruitment or recruitment advertising.