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 jobThis 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 doAs 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/training5 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 (Win
10/11), Mac OS in a large IT environment Scripting technologies such as VBScript, Power Shell WMI Scripting and AutoIT Script, SQL Preferred Qualifications
- Education & Prior Job Experience5+ 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 groups

Ability to…