MANAGING DIRECTOR, DT – IT FIELD AND END USER SUPPORT

DescriptionThere’s never been a more exciting time to join United Airlines. We’re on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly, and we can only do that with a truly diverse and inclusive workforce. And we’re growing – in the years ahead, we’ll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy and well-traveled. From employee-run Business Resource Group communities to world-class benefits like parental leave, 401k and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world? We believe that inclusion propels innovation and is the foundation of all that we do. United's Digital Technology team spans the globe and is made up of diverse 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. Key Responsibilities: The Managing Director - IT Field and End User Support is responsible for leading and managing our global Field Support Services, Service Desk End User Services team. You will lead infrastructure support for our Corporate locations and for 330+ airport locations, deploying new technologies to improve customer experience. This role ensures that we deliver exceptional service every time, everywhere, to everyone and also ensures the delivery of high-quality IT support and services. This role requires a high sense of operational excellence, ownership and a sense of innovation to drive an ever-improving and optimized end user experienceYou will use technical and leadership experience to ensure quick resolution of incidents and requests, minimal end user disruption and downtime, service improvements and provide an overall exceptional end user experienceDomain expertise is key as you will drive a best-in-class technology and customer service that can scale to meet the evolving needs of our customersOwns the strategy, planning and execution of our Field Services and End User organizationLeads and drives business transformation through the application of technology and automation works in close collaboration with the other department leaders and across Digital Technology (DT) to understand needs, drive business value, communicate results and ensuring partner and leadership alignmentOversee the functioning of all proprietary devices in the field and airport locations, including monitors, displays, kiosks, gate readers, etc.; monitor and solution against service interruptions and resolve critical issues, as neededPerform root cause analysis to eliminate repeat issues and improve reliabilityCommunicates strategy, goals, and measurable components to senior leadership within and outside of the organization to drive success and accountability across the organization. Collaborates and partners across business units. Partners with key business and technology customers in the delivery of critical technology initiatives to meet our long-term business goalsManage United's end-user Service Desk and lead the automation strategy of end-user self-service capabilitiesOwn and operate existing Tech Hubs and drive strategy for new Tech Hub service centers ensuring white glove services for employees across the enterpriseProactively identifies and mitigates risks to the corporation from reliability, security & regulatory risks that impact the employee platformsAccountable for all production maintenance and repair applications, including 24x7 support, and that systems are stable, reliable, and available for business useThis includes the development of new strategic and functional capabilities using innovative technologies within United architecture standards and ensuring the effective and efficient delivery of new business capabilitiesLead, plan, and implement enterprise-wide deployments and system upgrades with minimal interruption to the operationChampions strategic vendor partnerships crucial to the delivery and support of customer technology platformsPartner with business and procurement leaders to facilitate agreements with external vendors for device inventory management and break/fix servicesHold vendors accountable for service needsDrive accountability of financial controls across Infrastructure programs; identify cost savings opportunities and partner with finance and procurement to optimize non-labor costsUnited values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table! QualificationsWhat’s needed to succeed (Minimum Qualifications): Bachelor's degree in Information Technology, Engineering or related field12+ years of experience leading technology design and management of critically important computing infrastructure across multiples technology disciplines10+ years in the industry or related fieldsMust have a demonstrated record of accomplishment and advancement in multi-billion dollar revenue enterprise7+ of Experience leading a large team in a 24/7 operational environment; availability to collaborate with leaders and teams in various time zones; expert knowledge of infrastructure service delivery7+ years of Experience with large scale, enterprise wide technology deploymentsDemonstrable experience leading large scale End User Support organizations with multiple large hubs/locationsAbility to collaborate and build strong relationships with all levels of the organization; experience building teams dedicated to delivering exceptional serviceExcellent written and verbal communication skillsAbility communicate solutions to both technical and non-technical audiencesInterest in operational trend analysis and critical thinkingStrong level of poise; ability to think strategically and react calmly in high pressure environmentsDemonstrable ability to drive strategic enterprise-wide initiatives that improve customer and employee experienceMust be legally authorized to work in the United States for any employer without sponsorshipSuccessful completion of interview required to meet job qualificationReliable, punctual attendance is an essential function of the positionWhat will help you propel from the pack (Preferred Qualifications):Master's degree 15+ years of leadership experience leading technical teamsLean Six SigmaSolid understanding of airline operational processesStrong financial savvyUnited 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. 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 JobAccommodations@united.com to request accommodation. Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBTJob SummaryJob number: WHQ00023981Date posted : 2024-07-30Profession: Digital Technology, CorporateEmployment type: Full-Time