Arlington Heights, Illinois, United States · On-site
$102k–$133k/yr
Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route…
Skills: Team Management, Help Desk Operations, Call Center Operations, Performance Metrics Tracking, Training Curriculum Design
Dulles, Virginia, United States · On-site
Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route…
Skills: Gas Engine Repair, Diesel Engine Repair, Hydraulic Systems, Electrical Systems, Preventative Maintenance
Dulles, Virginia, United States · On-site
Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route…
Skills: Electrical Troubleshooting, Industrial Wiring, HVAC Maintenance, Plumbing, PLC Controls
Chicago, Illinois, United States · On-site
$141k–$183k/yr
Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route…
Skills: Enterprise Architecture, AWS, Android Mobile Solutions, Microservices, CI/CD
Chicago, Illinois, United States · On-site
$112k–$147k/yr
Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route…
Skills: AWS, Node.js, Java, Python, SQL
Chicago, Illinois, United States · Remote OK
$141k–$183k/yr
Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route…
Skills: Digital Risk Management, Cyber Resilience, Dependency Mapping, Enterprise Risk Management, Governance Risk and Compliance
Gurugram, Haryana, India · On-site
Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route…
Skills: Strategic Sourcing, RFP Execution, Supply Market Analysis, SOW Review, Total Cost Of Ownership
Ciudad de México, Mexico · On-site
Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route…
Skills: Customer Service, Consultative Selling, Conflict Resolution, Ticketing, Flight Recovery
Arlington Heights, Illinois, United States · On-site
$67k–$87k/yr
Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route…
Skills: Logistics Control, Airline Operations, Supply Chain, Microsoft Office, Database Query Language
Houston, Texas, United States · On-site
Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route…
Skills: Mechanical Aptitude, Tool Inventory Management, Equipment Maintenance, Surface Treatment, Sandblasting
Houston, Texas, United States · On-site
$82k–$107k/yr
Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route…
Skills: Project Management, Program Management, Change Management, Business Process Mapping, Data Analysis
Newark, New Jersey, United States · On-site
Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route…
Skills: Mechanical Competence, Tool Handling, Automotive Repair, Equipment Maintenance, Inventory Management
Cancún, Quintana Roo, Mexico · On-site
Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route…
Skills: Customer Service, Ticketing, Baggage Handling, Interpersonal Skills, English Proficiency
Gurugram, Haryana, India · On-site
Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route…
Skills: Data Analysis, Strategic Thinking, Excel, PowerPoint, Teradata SQL
Denver, Colorado, United States · On-site
Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route…
Skills: Avionics Troubleshooting, Electronic Systems Repair, Circuit Theory, Technical Manual Interpretation, Wiring Diagrams
Newark, New Jersey, United States · On-site
Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route…
Skills: Lathes, Milling Machines, Grinders, Drills, Blueprint Reading
Gurugram, Haryana, India · On-site
Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route…
Skills: Data Analytics, Statistical Techniques, Dashboard Development, Process Improvement, Data Mining
Gurugram, Haryana, India · On-site
Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route…
Skills: Data Analysis, KPI Design, Dashboard Creation, SQL, Python
Colorado Springs, Colorado, United States · On-site
$80k–$98k/yr
Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route…
Skills: Team Leadership, Customer Service, Conflict Resolution, Decision Making, Continuous Improvement
Raleigh, North Carolina, United States · On-site
Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route…
Skills: Baggage Handling, Cargo Processing, Aircraft Dispatching, Operational Safety, Customer Service
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Manage 24x7x365 staffing and operations for the Digital Technology Service Desk to meet service level agreements and customer satisfaction goals. Lead team development through coaching, training, and the implementation of continuous process improvements.
Requires a Bachelor's degree in IT or Business and at least 3 years of experience in Help Desk or Call Center operations. Candidates must be able to work fully on-site in Arlington Heights, IL, and possess strong leadership and communication skills.
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.
The Manager - DT Service Desk is responsible for scheduling appropriate staffing levels for 24x7x365 shift coverage. Ensures tools are in place to meet service level agreements and customer satisfaction goals. The manager tracks performance metrics and proactively seeks ways to improve operations, maintains Standard Operation Procedures, and ensures IT processes are well-integrated, documented, and socialized with the team. Also, the manager designs and implements training curriculums for Service Desk analysts and affiliated support groups; collaborates and participates in strategic initiatives to improve efficiency and increase productivity.
What’s needed to succeed (Minimum Qualifications):
- Bachelor's degree in IT, Business Administration, or relevant field of study
- Leadership/Team Management experience
- 3+ years of experience in Help Desk or Call Center Operations
- Ability to work a 24x7x365 schedule fully onsite in Arlington Heights, IL
- Ideal candidates possess all the above plus airline industry experience
- Remains calm under pressure and maintains composure in times of high stress
- Excellent planning, organization, problem-solving, and analytical skills
- Strong written and verbal communication skills with the ability to adjust to the audience
- Demonstrate good relationship and performance management skills
- Exceptional customer service and service mindset
- Must possess excellent interpersonal skills
- 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):
- Master's degree or 6 years of relevant work experience
- ITIL Certified
- Exerience with ServiceNow and Cisco technologies
- 2+ years lead or supervisor of a technical support team
- 5+ years of work experience in Information Technology, preferably in a Service Desk/Help Desk Environment
- Global operation experience
- Automation experience
This is the story of airline that leads the industry from ground to clouds. Our global cast of over 100,000+ hero characters are each on a journey to be a force for good for our customers, the planet and each other. Come be part of this story.
Offices: 233 South Wacker Drive, Chicago, IL 60606, US
This is the story of airline that leads the industry from ground to clouds. Our global cast of over 100,000+ hero characters are each on a journey to be a force for good for our customers, the planet and each other. Come be part of this story.
Offices: 233 South Wacker Drive, Chicago, IL 60606, US
