Job Title: Supervisor, IT Operations Help Desk Company: American Airlines Location: Phoenix, USA Salary: $25/hour Educational Requirements: Bachelor Degree Responsibilities Drives the day-to-day operations of inbound telephone agents who support all IT Help Desk capabilities and IT activities. Continuously evaluates specialist efficiency and call action to guarantee greatest performance and supports office administration norms to the furthest reaches. Sets and communicates objectives and provides productive input to create a high performance culture. Effectively conveys decisions to ensure understanding and acknowledgement of changes and next steps. Teams with IT Operations to help meet critical functional targets of the organization, providing consistent help to the end client. Collaborates with internal divisions to roll out new drives, programs, frameworks, automation improvements, and other specialized arrangements. Prepares scheduled and ad‑hoc performance reports for IT Operations executives. Provides rapid acceleration and initiates remediation efforts by engaging appropriate groups. Works in dynamic and flexible hours, including evenings, weekends, holidays, and may be on-call for emergencies. Minimum Qualifications Four‑year degree in Software Engineering, PC Design, Innovation, Data Frameworks (CIS/MIS), Design or related field, or equivalent experience/education. 4 years of experience in an IT Help Desk environment. Preferred Qualifications 2 years of experience working in a call center environment and within an IT Help Desk. Abilities & Certificates Demonstrated ability to handle multiple tasks, remain organized, and manage moving needs in a fast paced environment. Proven ability to lead a team in a high‑speed, consistently changing environment. Creative thinking and critical thinking skills. Solid working knowledge of IT infrastructure basics. Strong analytical, organizational, and meticulous skills. Capacity to provide timely feedback related to client support. Benefits Travel Advantages: Eligibility to travel worldwide with a 365‑point program across more than 6,800 flights. Medical Benefits: Comprehensive health, dental, vision coverage, virtual care, flexible spending, etc. Health Programs: Health initiatives to support well‑being. 401(k) Program: Available upon hire; company matches contingent on a year of service. Additional Benefits: Employee Assistance Program, pet insurance, and discounts on lodging, vehicle, travel and more. #J-18808-Ljbffr American Airlines
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