Manager - NOC IT Support Field Service Delivery

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Description

United's Digital Technology team is comprised of many talented individuals all working together with cutting-edge technology to build the best airline in the history of aviation. Our team designs, develops and maintains massively scaling technology solutions brought to life with innovative architectures, data analytics, and digital solutions.

Job Overview And Responsibilities

The Manager leads a team of 24x7x365 IT Support and Field Engineers that provide End User Technology support that is responsible for ensuring stability and availability of the airline’s Network Operations Center (NOC) and Arlington Heights Support Center (ASC) workstations and applications across various environments, which is necessary for the NOC & ASC to ensure a smooth flight operation and to maintain command and control of the fleet. They will be accountable for all aspects of IT Service Delivery within their domain, interfacing with IT Service Management, Application Development, and operational level leaders within the business units they support. They will manage performance and development of the NOC IT Support team & Field Service and will interface with other members of the IT division as required in day-to-day operations.

• Interface:
  • Primary point of contact for NOC leadership, is considered a member of the senior leadership team, provides timely and accurate information on all NOC initiatives; Collaborates with other IT leaders and business units to develop end user and infrastructure.
  • Establish and maintain strong business relationships with operating level business leaders while partnering with peers in Application Development, CRE and the DT PMO to meet business needs.
  • Develop and sustain cross-functional relationships within the division to enable improved application and hardware availability and performance.
  • Maintain an awareness of business goals and strategies in order to understand the impact of both planned and unplanned outages and change activities.
• Delivery/Support:
  • Accountable for overall team understanding of and compliance with IT Service Management practices including Incident, Problem, Change, and Release processes.
  • Accountable for all aspects of DT Field Service Delivery project, IMAC and and break/fix deliverables.
  • Provide leadership and oversight of incidents impacting application and hardware availability through participation in incident bridge calls, problem reviews, and change approvals.
  • Act as an escalation point for unresolved issues during regular business hours, off hours, weekends, and holidays.
• IT Process Mgmt and Administrative:
  • Accountable for administrative management of 10-15 IT professionals (employees and contractors) including HR Administration, Performance Management, Time Reporting, etc.
  • Define, prioritize, allocate resources, track and provide status reporting of work assignments and projects.
• Organizational Effectiveness / People:
  • Provide leadership by establishing team and individual's goals.
  • Responsible for team and individual performance assessments and improvement plans. Responsible for coaching, counseling, assisting employees to develop individual career development and training plans.
    

Qualifications

What’s needed to succeed (Minimum Qualifications):

• Bachelor's degree in computer science, Information Systems, or equivalent work experience
• 4+ years equivalent in dept experience in hardware troubleshooting, support and delivery
• Experience leading and managing a team of engineers, analysts, etc
• Communication Skills- The ability to communicate verbally and in writing with all levels of employees and management, capable of successful formal and informal communication, speaks and writes clearly and understandably at the right level
• Problem Solving - Demonstrates the ability to solve problems through a process of elimination and logical reasoning based on both experience and knowledge within their domain
• Strong working knowledge of ITIL Service Management concepts
• Working knowledge of the distributed computing environments
• Must be legally authorized to work in the United States for any employer without sponsorship
• Successful completion of interview required to meet job qualification
• Reliable, punctual attendance is an essential function of the position

What will help you propel from the pack (Preferred Qualifications):

• ITIL Foundations Certification preferred
• 5+ years equivalent in dept experience

The base pay range for this role is $102,220.00 to $133,194.00.

The base salary range/hourly rate listed is dependent on job-related, factors such as experience, education, and skills. This position is also eligible for bonus and/or long-term incentive compensation awards.

You may be eligible for the following competitive benefits: medical, dental, vision, life, accident & disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) and flight privileges.

United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact [email protected] to request accommodation.