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

• ​This job is a member of the Information Technology Team within the Information Technology Division.
• Leads the daily activities of a team of inbound phone representatives supporting all IT Help Desk functions along with supporting the IT operation. Facilitates employee development by coaching, motivating and leading by example to obtain new skill sets, knowledge and troubleshooting techniques.

What you'll do

• Leads the daily activities of the inbound phone representatives, who support all IT Help Desk functions and the IT operation
• Continually assesses agent productivity and call activity in order to ensure maximum performance and supports department service standards to the fullest extent
• Sets and communicates goals and provides constructive feedback to create a high performance culture
• Effectively communicates decisions to achieve understanding and acceptance of changes and/or direction
• Collaborates with IT Operations to help meet the key operational objectives of the Company, along with providing seamless support to the end user
• Collaborates with internal departments to rollout new initiatives, programs, systems, automation enhancements, and other technical solutions
• Completes scheduled and ad-hoc productivity reports for IT Operations management
• Provides timely escalation and initiates remediation efforts by engaging appropriate teams
• Works varied and flexed hours, including nights, weekends, holidays, and participates on an on-call rotation

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
• 4 years of experience in an IT Help Desk capacity
   

Preferred Qualifications- Education & Prior Job Experience

• 2 years of leadership experience in a call center environment and/or within an IT Help Desk
   

Skills, Licenses & Certifications

• Proven ability to manage multiple tasks, stay organized, and effectively handle shifting priorities in a dynamic work environment
• Demonstrated ability to positively lead a team in a fast-paced, ever-changing environment
• Ability to think creatively and demonstrate problem-solving skills
• Strong working knowledge of IT system fundamentals
• Strong analytical and organizational skills, as well as accuracy and attention to detail
• Ability to provide timely feedback related to customer service
   

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.