Managing Director, DT – IT Field and End User Support

There's never been a more exciting time to join United Airlines. We're on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly, and we can only do that with a truly diverse and inclusive workforce. And we're growing – in the years ahead, we'll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy and well-traveled. From employee-run "Business Resource Group" communities to world-class benefits like parental leave, 401k and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?

We believe that inclusion propels innovation and is the foundation of all that we do. United's Digital Technology team spans the globe and is made up of diverse individuals all working together with cutting-edge technology to build the best airline in the history of aviation. Our team designs, develops and maintains massively scaling technology solutions brought to life with innovative architectures, data analytics, and digital solutions.

The Managing Director - IT Field and End User Support is responsible for leading and managing our global Field Support Services, Service Desk End User Services team. You will lead infrastructure support for our Corporate locations and for 330+ airport locations, deploying new technologies to improve customer experience. This role ensures that we deliver exceptional service every time, everywhere, to everyone and also ensures the delivery of high-quality IT support and services.

• This role requires a high sense of operational excellence, ownership and a sense of innovation to drive an ever-improving and optimized end user experience
• You will use technical and leadership experience to ensure quick resolution of incidents and requests, minimal end user disruption and downtime, service improvements and provide an overall exceptional end user experience
• Domain expertise is key as you will drive a best-in-class technology and customer service that can scale to meet the evolving needs of our customers
• Owns the strategy, planning and execution of our Field Services and End User organization
• Leads and drives business transformation through the application of technology and automation works in close collaboration with the other department leaders and across Digital Technology (DT) to understand needs, drive business value, communicate results and ensuring partner and leadership alignment
• Oversee the functioning of all proprietary devices in the field and airport locations, including monitors, displays, kiosks, gate readers, etc.; monitor and solution against service interruptions and resolve critical issues, as needed
• Perform root cause analysis to eliminate repeat issues and improve reliability
• Communicates strategy, goals, and measurable components to senior leadership within and outside of the organization to drive success and accountability across the organization. Collaborates and partners across business units.
• Partners with key business and technology customers in the delivery of critical technology initiatives to meet our long-term business goals
• Manage United's end-user Service Desk and lead the automation strategy of end-user self-service capabilities
• Own and operate existing Tech Hubs and drive strategy for new Tech Hub service centers ensuring white glove services for employees across the enterprise
• Proactively identifies and mitigates risks to the corporation from reliability, security & regulatory risks that impact the employee platforms
• Accountable for all production maintenance and repair applications, including 24x7 support, and that systems are stable, reliable, and available for business use
• This includes the development of new strategic and functional capabilities using innovative technologies within United architecture standards and ensuring the effective and efficient delivery of new business capabilities
• Lead, plan, and implement enterprise-wide deployments and system upgrades with minimal interruption to the operation
• Champions strategic vendor partnerships crucial to the delivery and support of customer technology platforms
• Partner with business and procurement leaders to facilitate agreements with external vendors for device inventory management and break/fix services
• Hold vendors accountable for service needs
• Drive accountability of financial controls across Infrastructure programs; identify cost savings opportunities and partner with finance and procurement to optimize non-labor costs

United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the "desired" qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes We are always looking for individuals who will bring something new to the table

• Bachelor's degree in Information Technology, Engineering or related field
• 12+ years of experience leading technology design and management of critically important computing infrastructure across multiples technology disciplines
• 10+ years in the industry or related fields
• Must have a demonstrated record of accomplishment and advancement in multi-billion dollar revenue enterprise
• 7+ of Experience leading a large team in a 24/7 operational environment; availability to collaborate with leaders and teams in various time zones; expert knowledge of infrastructure service delivery
• 7+ years of Experience with large scale, enterprise wide technology deployments
• Demonstrable experience leading large scale End User Support organizations with multiple large hubs/locations
• Ability to collaborate and build strong relationships with all levels of the organization; experience building teams dedicated to delivering exceptional service
• Excellent written and verbal communication skills
• Ability communicate solutions to both technical and non-technical audiences
• Interest in operational trend analysis and critical thinking
• Strong level of poise; ability to think strategically and react calmly in high pressure environments
• Demonstrable ability to drive strategic enterprise-wide initiatives that improve customer and employee experience
• Must be legally authorized to work in the United States for any employer without sponsorship
• Successful completion of interview required to meet job qualification
• Reliable, punctual attendance is an essential function of the position

• Master's degree
• 15+ years of leadership experience leading technical teams
• Lean Six Sigma
• Solid understanding of airline operational processes
• Strong financial savvy

United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact to request accommodation.