Description Job Overview and ResponsibilitiesThe Senior Manager leads the 24X7 Service Desk team that services over 292k United and United Express employees, contractors, retirees and vendors; is accountable for setting strategic direction, defining operational procedures and performance indicators for quality assurance; forming and articulating a clear vision for this organization, forecasting future technology needs and devising plans to meet those needs, and translating the concept into clear strategies. Collaborates and participates in strategic initiatives to improve efficiency and increase productivity.
- Leads and implements strategic efforts to increase service agent's productivity and efficiencies, ensuring stakeholder and leadership alignment
- Partners with various technology and business leaders to define opportunities, identify trends of chronic issues to drive resolution and maximize reliability
- Builds strong relationships with key business stakeholders, develops a deep understanding of business strategies as well as key business processes and systems
- Works proactively on Service Level Agreement (SLA) negotiations and expectations between business and technology teams
- Coaches, trains, and identifies opportunities to improve the team's leadership and technical skills; helps individuals identify career goals and use their talents to achieve those goals
- Promptly and efficiently resolves customer service escalations
QualificationsWhat's needed to succeed (Minimum Qualifications):- Bachelor's degree or 4 years of relevant work experience
- 5+ years of IT experience, including experience in IT management
- Experience in ServiceNow and Cisco Finesse
- 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
- Technical or Business Administration
- ITIL Certified
- 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
- Customer service oriented
- Strong Interpersonal skills; listening, empathy, and emotional intelligence
- Ability to motivate and direct staff
