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 job

Manages the planning and coordination of the activities of a Field Services department or region within Information Technology, provides direction to team members, and leads the day-to-day support operations of desktop and applications for end-users and departments within an airport or campus infrastructure, including escalated issues with PC hardware, network printers, Microsoft operating systems, and applications.

What you’ll do

As 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.

• Manages day-to-day operational activities of desktop/field support technicians to resolve customer issues and escalates issues to the appropriate Information Technology teams, as needed
• Evaluates new technologies, methodologies, and desktop support trends to ensure American Airlines computing infrastructure meets current and future needs
• Consults with customers and desktop technicians regarding end-user computing and desktop-based LAN/WAN systems and infrastructure
• Acts as technical owner responsible for end-to-end problem ownership, resolution, and communication with employees and key business stakeholders
• Leads, trains, and mentors desktop team members and provides technical support, direction, supervision, and leadership to members of the desktop support group for assigned locations
• Contributes to the planning and deployment of desktop-related projects
• Serves as liaison with fellow AAIT support departments, including applications development and infrastructure
• Monitors and maintains integrity of established American Airlines Technology security policies, practices, and procedures
• Documents user and procedural processes, helps develop support standards for campus-wide use of desktop services, and recommends enterprise policies regarding desktop hardware and software
• Maintains an effective approach on problem solving, multi-tasking, coordinating, and scheduling in accordance with stated goals to ensure visibility and predictability
• Works extended hours occasionally, based on the needs of the operation
• Travel, as required

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/training
• 8 years of information technology experience supporting and resolving diverse PC desktop software and hardware issues, preferably in a large complex infrastructure environment
• 5 years of experience leading teams of technology professional

Preferred Qualifications- Education & Prior Job Experience

• Master’s degree in Computer Science, Computer Engineering, Technology, Information Systems (CIS/MIS), Engineering or related technical discipline, or equivalent experience/training
• Airline industry experience, including business process and supporting technology

Skills, Licenses & Certifications

• Proficiency in handling operational issues effectively and understanding escalation, communication, and crisis management
• Proven ability to build, cultivate, and promote strong relationships with internal customers at all levels of the organization, as well as with IT counterparts, business partners, and external groups
• Ability to lead teams, work cross-functionally, and build consensus on difficult issues, as well as demonstrated technical and business leadership
• Advanced knowledge of desktop systems, including methods and procedures relative to analysis, design, engineering, installation, configuration, deployment, operations, and management
• Extensive knowledge of applications, hardware compatibility, and client based application models
• Experience with enterprise class desktop software, such as antivirus, remote management and troubleshooting, asset management and inventory, and printing
• Experience with distributed software, including operating software and productivity software
• Experience with portable technologies such as laptops, mobile devices and PDA’s
• Ability to manage conflicting priorities and customer expectations
• Experience managing financial budgets
• Effective analytical skills and problem-solving capability
• Demonstrated initiative, flexibility and ability to adapt to changing priorities and work environments

What you’ll get

Feel free to take advantage of all that American Airlines has to offer: 

• Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more. 
• Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

Feel free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.