Aviation Help Desk Support Manager

Summary

Results‑driven IT Help Desk Manager with experience leading technical support teams and optimizing service delivery for a 24/7/365 Airport environment. Proven ability to implement ITIL best practices, streamline incident management processes, and enhance customer satisfaction through efficient problem resolution. Skilled in managing Tier 1–3 support operations, developing KPIs, and leveraging automation tools to reduce ticket resolution time and improve SLA compliance.

Adept at building high‑performing teams, fostering continuous improvement, and aligning IT support strategies with organizational goals. Strong communicator with expertise in vendor management, budgeting, and cross‑functional collaboration to ensure seamless IT service delivery. Customers include city employees and contractors, airlines, concessionaires, local and federal agencies, and other airport‑related stakeholders. The successful candidate should be capable of evaluating an existing department, identifying what needs improvement, restructuring it as necessary, and building a unified, high‑performing team with clear goals and direction.

• Manage Help Desk Operations:
  Oversee daily IT support activities, ensuring timely resolution of incidents and service requests.
• Team Leadership:
  Recruit, train, and mentor help desk staff; conduct performance evaluations and foster professional development.
• Service Level Management:
  Monitor and enforce SLAs, KPIs, and quality standards to maintain high customer satisfaction.
• Process Improvement:
  Identify inefficiencies and implement automation or workflow enhancements to optimize ticket handling.
• Escalation Management:
  Handle complex technical issues and coordinate with Tier 2/3 teams or external vendors for resolution.
• Reporting & Analytics:
  Generate and analyze performance reports to track trends, identify gaps, and recommend improvements.
• Technology & Tools:
  Administer help desk software, knowledge bases, and remote support tools; ensure proper configuration and updates.
• Compliance & Security:
  Ensure adherence to IT policies, data security standards, and regulatory requirements.
• Budget & Resource Planning:
  Manage departmental budgets, allocate resources effectively, and forecast future needs.
• Customer Communication:
  Maintain clear and professional communication with end‑users, providing updates and guidance throughout issue resolution.
• Serve as a technical resource to Terminal and Passenger Facilitation in direct collaboration with airlines, tenants, Gate Management, and on‑site Government Entities.
• Serve as a technical resource when testing new technologies and application changes from Aviation or City improvements or requirements.
• Perform related work as required.

• Manage and monitor multiple levels of the Technology Support Team personnel and evaluate performance for full‑time employees.
• Manage and monitor Technology Support Team contracted personnel with coordination from the designated vendor for any concerns.
• Collaborate with internal stakeholders and peers for solutions to concerns from tenants, airlines, or internal partners.
• Ensure security policies are adhered to for Terminal Support (involves TSA defined processes and procedures for SIDA secure Area requirements).
• Manage division budget for procurement of technologies and services.
• Manage assigned projects for lifecycle management or technology requirements for other projects.
• Ensure concerns or disciplinary actions are addressed and documented in a timely manner.

• Ability to lead a staff of shift supervisors, full‑time technicians, and contractors to perform technical support for the operation of the Airport.
• Ability to meet deadlines and work in an environment of heavy pressures and changing priorities.
• Demonstrated oral and written communication skills and ability to compose correspondence and reports.
• Experience with computerized systems, database management, MS Office Suite, or other applications to manipulate data and create reports.
• Ability to use independent judgment and initiative to accomplish tasks.
• Ability to troubleshoot problems and develop creative…