Manager - IT Field Services

There’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. Uniteds 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.

This operational support position is designed to lead a team of field engineers across various corporate support centers and other critical locations. This role is the primary point of contact for all escalations, acts as the customer advocate while maintaining corporate policies, develops and maintains business relationships across the organization, and provides exceptional support services to Uniteds executives.

The successful candidate must possess excellent organization and communication skills with a solid background in project management, strong understanding of infrastructure, telecommunication, mobility, end point standards/practices, and excellent customer service skills.

• Coaches, mentors and supports others stretching beyond their comfort levels and trying new techniques that may enhance success. Ensures staff have the skills and resources to get things done, by training staff to grow and improve their skills
• Applies expertise and leadership skills to define project objectives, develop detailed delivery plans, schedules, resource plans, and status reports, provides advanced technical support for end users: Local Area Network (LAN), Wide Area Network (WAN), Voice Over IP (VOIP), Closed Circuit Television (CCTV), Collaboration Spaces, Corporate Real State, Critical Infrastructure, Information Displays Content Management/Distribution, and mobility platforms
• Provides successful delivery of end user support services across multiple support channels including TechHubs and remote support services
• Designs, tests, evaluates, implements and supports various platforms (hardware, operating systems, software and system tools)
• Provides direct technical support guidance in life cycle planning, problem management, integration and systems programming
• Drives Uniteds technology best practices, processes and functions with mentoring from senior leaders in the Infrastructure and Engineering organizations
• Supports corporate support centers, customer service centers, contact centers and all other United Airlines facilities including equipment support, preventative maintenance, mobility product support, DT infrastructure support, operational equipment and communication rooms, base location inventory management and supply storage
• Promotes cooperation and commitment within the team to achieve goals and deliverables
• Collaborates with senior business and technology leaders to drive strategic initiatives
• Communicates with Leadership to provide timely, accurate information and status updates

United 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!

• Bachelors degree in Information Technology or related field
• 5 – 8 years of applicable experience
• General knowledge of various IT disciplines such as critical infrastructure, network, mobility, end user devices, Window OS, Mac OS, iOS, MDM, Voice, O365, Conference Room Collab Technology
• Strong verbal and written communication skills
• Ability to communicate solutions to both technical and non-technical audiences
• Aptitude for problem solving, looking beyond the obvious and not stopping at the first answer
• Strong level of poise in high pressure environments
• Active commitment to self-development
• Technical aptitude and ability to learn new technologies
• Must be legally authorized to work in the United States for any employer without sponsorship

United 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 JobAccommodationsunited.com to request accommodation.