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23 days ago
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Manager, IT Service Center


Republic Airways
Location: Indianapolis, Indiana
Job type: Permanent
Sector: IT & Communications
Category: Senior Manager
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Overview

At Republic Airline, our mission is to provide a safe, clean and reliable flying experience. We believe this is best accomplished by focusing on our vision, “With the BEST people, products, and performance, we will be America’s Regional Airline of choice.” Republic Airline is a regional airline headquartered in Indianapolis, operating fixed-fee flights for American Airlines, Delta Air Lines, and United Airlines. The Company’s fleet consists of nearly 190 Embraer 170/175s, offering approximately 950 flights daily to 100 cities in the U.S., Canada, the Caribbean and Central America. Our crew bases include Chicago, IL (ORD), Columbus, OH (CMH), Indianapolis, IN (IND), Kansas City, MO (MCI), Miami, FL (MIA), Newark, NJ (EWR), New York, NY (LGA), Philadelphia, PA (PHL), Pittsburgh, PA (PIT) and Washington, D.C. (DCA). We have 10 maintenance bases: Charlotte, NC (CLT), Chicago, IL (ORD), Columbus, OH (CMH), Indianapolis, IN (IND), Louisville, KY (SDF), Newark, NJ (EWR), New York, NY (LGA), Philadelphia, PA (PHL), Pittsburgh, PA (PIT) and Washington, D.C. (DCA). With more than 5,500 talented aviation professionals, Republic Airline is a great place to get your career off the runway! For more information, please visit our website at.

Duties and Responsibilities

POSITION PURPOSE

Manages, plans, prioritizes and schedules IT Service Center activities to ensure issue resolution, while placing emphasis on customer service and satisfaction. Develops, implements, and supports processes for reporting, tracking, managing, and escalating the Company’s IT incident and service requests within a 24 hour critical services environment.

ESSENTIAL DUTIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

1.

Manages Service Center (including off-shore) staff in a Tier 1, Tier 2, and Tier 3 model supporting service level agreements (SLAs) focused on the customer experience.

2.

Develops customer automation and customer self-service solutions to reduce incoming requests.

3.

Provides staff career development and growth via cross-training, mentoring, and coaching in order to capitalize on internal IT opportunities.

4.

Delegates local vendor management, site surveys, planning, and coordination to staff pertaining to new, relocating, or terminating corporate leasehold’s, enterprise audio/visual, and digital signage.

5.

Ensures team provides customer service timely and accurately. Improves customer service by actively responding to requests and handling complaints. Oversees staff performance with voice telephony MACD.

6.

Performs IT Incident, Problem, Change, and Asset Management on behalf of IT according to established and adopted ITIL processes/services management.

7.

Develops solutions specific to Associate on/off boarding of IT deployed devices and services; new hire orientation; training/education materials for existing or new IT services, systems, and devices.

8.

Establishes effective and constructive solutions to customer and user support issues, queries, challenges, and escalations

9.

Follows up with customers to identify areas of improvement. Provides customer feedback to appropriate internal teams.

10.

Acts as a liaison with other business units; including Executive Management, in order to establish and maintain an effective understanding of their business model; utilizes the information to create an environment of continuous improvement.

11.

Manages workflow related to incident and/or service requests in a commercial tracking system. Monitors, records, analyzes, and reports on activities, trends and results; develops recommendations related to customer and end-user support.

12.

Develops policy and procedure recommendations relating to departmental area.Establishes standardization around policies, procedures, and best practices pertinent to service center operations. Identifies policy and procedure inconsistencies within the department and provides recommendations for improvement.

13.

Ensures adherence to departmental budget. Manages capital and expense budgets, as well as manages IT assets distributed and maintained by the IT Service Center in accordance with organizational policies and procedures; including the disposition of IT assets. Seeks cost savings solutions.

14.

Fosters the Company’s core values and culture throughout the work environment.

15.

Screens, interviews and makes recommendations for hiring potential associates. Coaches and provides leadership, direction, motivation and supervision of direct reports. Appraises performance, provides performance feedback, takes corrective actions and oversees training and development of staff.

16.

Performs other duties as assigned.

Requirements

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

The requirements listed below are representative of the knowledge, skill, and/or ability necessary to perform this job.

EDUCATION and/or EXPERIENCE

Associate’s degree (A.A.) in Information Technology or related field or the equivalent combination of education and experience. At least 5 years of related IT Service Desk/Help Desk experience with at least 3 years supervisory/managerial experience. Possess a sound working knowledge of general principles of IT infrastructures.

PREFERRED EDUCATION or EXPERIENCE

Bachelor's degree (B.A. / B.S.) in Information Technology or related field. At least 8 years of related IT Service Desk/Help Desk experience. A+ Certificate and certification as a Microsoft Certified Professional preferred. Airline industry experience desirable.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

REASONING/PROBLEM SOLVING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

DECISION MAKING

Makes day to day decisions used to support strategic direction. Decisions often require some thought and are somewhat structured. Decisions tend to be short term and usually moderate cost.

PHYSICAL DEMANDS

The demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.

Able to move about the work environment.

Frequently required to stand, walk, sit, talk and hear.

Able to focus with clear vision at 20 inches or less (computer screen.

Able to lift or move up to 50 pounds.

WORK ENVIRONMENT

The environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job.

Typically not exposed to extreme environmental conditions.

TRAVEL REQUIREMENTS

Travel up to 25% of the time.

Requisition ID

Location US-IN-Indianapolis

# of Openings Remaining 1

Pos. Category Information Technology
Overview

At Republic Airline, our mission is to provide a safe, clean and reliable flying experience. We believe this is best accomplished by focusing on our vision, “With the BEST people, products, and performance, we will be America’s Regional Airline of choice.” Republic Airline is a regional airline headquartered in Indianapolis, operating fixed-fee flights for American Airlines, Delta Air Lines, and United Airlines. The Company’s fleet consists of nearly 190 Embraer 170/175s, offering approximately 950 flights daily to 100 cities in the U.S., Canada, the Caribbean and Central America. Our crew bases include Chicago, IL (ORD), Columbus, OH (CMH), Indianapolis, IN (IND), Kansas City, MO (MCI), Miami, FL (MIA), Newark, NJ (EWR), New York, NY (LGA), Philadelphia, PA (PHL), Pittsburgh, PA (PIT) and Washington, D.C. (DCA). We have 10 maintenance bases: Charlotte, NC (CLT), Chicago, IL (ORD), Columbus, OH (CMH), Indianapolis, IN (IND), Louisville, KY (SDF), Newark, NJ (EWR), New York, NY (LGA), Philadelphia, PA (PHL), Pittsburgh, PA (PIT) and Washington, D.C. (DCA). With more than 5,500 talented aviation professionals, Republic Airline is a great place to get your career off the runway! For more information, please visit our website at.

Duties and Responsibilities

POSITION PURPOSE

Manages, plans, prioritizes and schedules IT Service Center activities to ensure issue resolution, while placing emphasis on customer service and satisfaction. Develops, implements, and supports processes for reporting, tracking, managing, and escalating the Company’s IT incident and service requests within a 24 hour critical services environment.

ESSENTIAL DUTIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

1.

Manages Service Center (including off-shore) staff in a Tier 1, Tier 2, and Tier 3 model supporting service level agreements (SLAs) focused on the customer experience.

2.

Develops customer automation and customer self-service solutions to reduce incoming requests.

3.

Provides staff career development and growth via cross-training, mentoring, and coaching in order to capitalize on internal IT opportunities.

4.

Delegates local vendor management, site surveys, planning, and coordination to staff pertaining to new, relocating, or terminating corporate leasehold’s, enterprise audio/visual, and digital signage.

5.

Ensures team provides customer service timely and accurately. Improves customer service by actively responding to requests and handling complaints. Oversees staff performance with voice telephony MACD.

6.

Performs IT Incident, Problem, Change, and Asset Management on behalf of IT according to established and adopted ITIL processes/services management.

7.

Develops solutions specific to Associate on/off boarding of IT deployed devices and services; new hire orientation; training/education materials for existing or new IT services, systems, and devices.

8.

Establishes effective and constructive solutions to customer and user support issues, queries, challenges, and escalations

9.

Follows up with customers to identify areas of improvement. Provides customer feedback to appropriate internal teams.

10.

Acts as a liaison with other business units; including Executive Management, in order to establish and maintain an effective understanding of their business model; utilizes the information to create an environment of continuous improvement.

11.

Manages workflow related to incident and/or service requests in a commercial tracking system. Monitors, records, analyzes, and reports on activities, trends and results; develops recommendations related to customer and end-user support.

12.

Develops policy and procedure recommendations relating to departmental area.Establishes standardization around policies, procedures, and best practices pertinent to service center operations. Identifies policy and procedure inconsistencies within the department and provides recommendations for improvement.

13.

Ensures adherence to departmental budget. Manages capital and expense budgets, as well as manages IT assets distributed and maintained by the IT Service Center in accordance with organizational policies and procedures; including the disposition of IT assets. Seeks cost savings solutions.

14.

Fosters the Company’s core values and culture throughout the work environment.

15.

Screens, interviews and makes recommendations for hiring potential associates. Coaches and provides leadership, direction, motivation and supervision of direct reports. Appraises performance, provides performance feedback, takes corrective actions and oversees training and development of staff.

16.

Performs other duties as assigned.

Requirements

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

The requirements listed below are representative of the knowledge, skill, and/or ability necessary to perform this job.

EDUCATION and/or EXPERIENCE

Associate’s degree (A.A.) in Information Technology or related field or the equivalent combination of education and experience. At least 5 years of related IT Service Desk/Help Desk experience with at least 3 years supervisory/managerial experience. Possess a sound working knowledge of general principles of IT infrastructures.

PREFERRED EDUCATION or EXPERIENCE

Bachelor's degree (B.A. / B.S.) in Information Technology or related field. At least 8 years of related IT Service Desk/Help Desk experience. A+ Certificate and certification as a Microsoft Certified Professional preferred. Airline industry experience desirable.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

REASONING/PROBLEM SOLVING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

DECISION MAKING

Makes day to day decisions used to support strategic direction. Decisions often require some thought and are somewhat structured. Decisions tend to be short term and usually moderate cost.

PHYSICAL DEMANDS

The demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.

Able to move about the work environment.

Frequently required to stand, walk, sit, talk and hear.

Able to focus with clear vision at 20 inches or less (computer screen.

Able to lift or move up to 50 pounds.

WORK ENVIRONMENT

The environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job.

Typically not exposed to extreme environmental conditions.

TRAVEL REQUIREMENTS

Travel up to 25% of the time.

Requisition ID

Location US-IN-Indianapolis

# of Openings Remaining 1

Pos. Category Information Technology
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