About the position
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! This job is a member of the Technology Enterprise Support Team within the Infrastructure and Operations Division. Responsible for providing technical direction and leadership for the Technology Distribution Center, hardware bench repairs, and Field Services for Campus Locations. This position will oversee all processes associated with the Technology Distribution Center and hardware bench repairs, focusing on efficiency and reducing overall costs. Responsible for developing and maintaining a comprehensive strategy for the TDC and supply chain lifecycle to effectively maintain hardware inventory associated with end-user compute. Responsible for ensuring continued support for team members, both operationally and technologically. Responsible for overseeing Field Services support for campus locations, Executive support, and Mobility support, ensuring timely resolution of hardware, software, and infrastructure issues, and maintaining operational excellence.
Responsibilities
- Prioritizes and supports project activities.
- Leads, trains, and mentors team members, including technical support, for assigned locations.
- Maintains and protects the AA environment stability.
- Develops and implements new KPIs for all shipping and receiving.
- Standardizes equipment tracking practices and facilitates a centralized portal to house procedures.
- Develops methods to perform inventory and audits that increase efficiency and accuracy.
- Provides oversight and support for Field Services at campus locations, including end-user device support, break/fix services, and infrastructure troubleshooting.
- Oversees Executive support, ensuring high-touch, reliable technical assistance and tailored solutions for senior leadership.
- Manages Mobility support operations, including device management, troubleshooting, and lifecycle management for mobile technology.
- Acts as a technical owner responsible for end-to-end problem ownership, resolution, and communication with employees and key business stakeholders.
- Oversees activities of TDC, supply chain, hardware bench repairs, and Field Services staff to detect issues or failures, resolves where possible, or escalates issues to the appropriate Information Technology groups.
- Overseeing ServiceNow integration within a Proactive Center of Excellence (CoE), focusing on strategic oversight, leadership, and ensuring the successful implementation and adoption of ServiceNow solutions.
- Works closely with other groups within Enterprise Technology Services to adopt best practices, improved toolsets, and seamless operation.
- Partners with other groups within Enterprise Technology Services to develop strategies for improving operations management.
- Participates in 7 X 24 on-call for incidents.
- Contributes to the planning and deployment of project activities.
- Participates in technology proof-of-concept activities and provides input on technologies, processes, and infrastructure.
- Monitors and maintains the integrity of established American Airlines security policies, practices, and procedures.
- Available to work holidays, be on-call, and travel, as necessary.
- Works extended hours occasionally, based on the needs of the operation.
- Travels, as required.
Requirements
- Bachelor's degree in Computer Science, Computer Engineering, Technology, Information Systems (CIS/MIS), Engineering or related technical discipline, or equivalent experience/training.
- 10 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 professionals.
Nice-to-haves
- 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.
Benefits
- Travel Perks: You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
- Health Benefits: Access to health, dental, prescription and vision benefits from day one.
- Wellness Programs: Programs providing tools, resources and support for personal well-being.
- 401(k) Program: Available upon hire with employer contributions after one year.
- Additional Benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises and more.
