Sr IT Solutions Desk Manager

Job Overview GENERAL SUMMARY: Under general direction of the Vice President Information Technology Services, directs and coordinates all daily interaction with the end users via the Business Technology Partners, the Solutions Desk, and the Field Technician staff. Ensures that work performed addresses goals and performance objectives and complies with the Airport Board policies and procedures. PRINCIPAL DUTIES AND RESPONSIBILITIES: • 1. Responsible for all aspects of technology support delivered to the end-user community. • 2. Manages Desktop Engineering activities for workstation Imaging and Patching. • 3. Specifies end-user computer (EUC) hardware standards and manage procurement. • 4. Manages Deployment of all workstations including: Installs, Moves, Adds, Changes (IMAC’s) • 5. Manages Software Procurement activities including IMAC’s. • 6. Issues standards for Service Desk employees and Field Technicians. • 7. Monitors Support Desk and Field Technician performance metrics and SLAs; creates and delivers reports and analytics on performance. • 8. Leads Incident, Problem, and Change Management processes. • 9. Oversees troubleshooting of ITS request systems and ensures highest level of system availability. • 10. Administers ITSM Suite and applicable business process. • 11. Manages relationships with service providers, business partners, and contractors. • 12. Establishes budgetary requirements for equipment and replacement; determines backup components to be maintained in stock. • 13. Develops and administers customer satisfaction surveys. • 14. Interviews prospective employees. conducts employee performance evaluations, and aids in career development. • 15. Partners with organization to develop solutions for technical issues. • 16. Leads Business Technology Partners responsible for advising leaders and key stakeholders of the support, projects status, and assist with onboarding new ITS products and services. • 17. Partners with organization to solution technical issues and implement the project execution. • 18. Collaborate with PMO for onboarding new products and services to ensure readiness upon launch. • 19. Manages Continual Service Improvement activities achieving best in class service and customer satisfaction. MINIMUM REQUIREMENTS: •

• Bachelor’s degree in information systems or related field.

• Six (6) years of professional experience in information systems, desktop/support desk or related field. • Four (4) years of supervisory experience. • Any equivalent combination of education and/or experience may be substituted for the above. • ITIL Certification(s) Practitioner preferred. • Possession of a valid Class C driver’s license. REQUIRED KNOWLEDGE, SKILLS AND ABILITIES: •

• Knowledge of the principles and practices of business or public administration.

• Knowledge of desktop’s, operating systems, local area networks (LAN), software administration. • Knowledge of current computer network applications including structure, architecture and standardization. • Knowledge of the principles and practices of project management. • Skill in the supervision, motivation and direction of technical and non-technical personnel. • Ability to develop and implement sound and effective support desk systems. • Ability to analyze problems and to make recommendations that address maintenance requirements, manpower availability, contractual obligations and Airport Board policies and procedures. • Ability to establish and maintain effective working relationships with people inside and outside the organization. • Ability to communicate clearly and effectively, in general and technical terms. EFFORT: •

• Works in an office environment.

• Sits for prolonged periods of time. • Uses keyboard devices and computer monitors. • Uses near-visual acuity in reading written documents. • Uses substantial reasoning in problem solving and analysis. • Communicates by telephone, computer, in writing, and in person. • Drives to locations on and off Airport property.

About Us

We are Dallas Fort Worth International (DFW) Airport-one of the most successful airports in the world by any definition. We are recognized for our innovation, leadership, drive for excellence and talented employees. Our success is made possible because of the diverse talents of over 2,100 employees who champion our mission of providing an exceptional airport experience to our customers and connect our community to the world. We are looking for the best talent to join us and help reimagine what an airport can be. Bring your talents to DFW. Live and work with purpose. Apply Job!