Under general direction of the Vice President Information Technology Services, the Senior IT Solutions Desk Manager will direct and coordinate all daily interaction with the end users via the Business Technology Partners, the Solutions Desk, and the Field Technician staff.
What you will be doing:
Oversee all aspects of technology support delivered to the end-user community including desktop installs, moves, adds, changes, SLA’s, procurement, stock levels of equipment and parts, etc.
Manage Desktop Engineering activities for workstation imaging and patching.
Specify end-user computer (EUC) hardware standards.
Lead Incident, Problem, and Change Management processes.
Oversee troubleshooting of ITS request systems and ensures highest level of system availability.
Administer ITSM Suite and applicable business processes.
Manage relationships with service providers, business partners, and contractors.
Lead Business Technology Partners responsible for advising leaders and key stakeholders in the support, projects status, and assist with onboarding new ITS products and services.
What you need:
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.
Knowledge of current computer network applications including structure, architecture and standardization.
Knowledge of an ITSM tool, preferably RemedyForce.
Ability to analyze problems and to make recommendations that address maintenance requirements, manpower availability, contractual obligations and Airport Board policies and procedures.
We are Dallas Fort Worth International (DFW) Airport—one of the most successful airports in the world by any definition. We’re recognized for our innovation, leadership, drive for excellence and talented employees.
Our success is made possible because of the diverse talents of over 2,000 employees who champion our mission of providing an exceptional airport experience to our customers and connect our community to the world. We’re 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.