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Regional Support Manager

2 months ago

Los Angeles, California, United States Worldwide Flight Services Full time
About WFS

At Worldwide Flight Services, we strive to be an exceptional leader in our industry, delivering timely cargo shipment, luggage, business to customer delivery, and on-time flights while operating safely and securely. Our teams of cargo, passenger, ramp handling, and technical service experts work together in 164 airport locations, 18 countries, and on 5 continents.

Job Summary

The Regional Support Manager will oversee the IT help desk operations across the eastern United States. This role is responsible for managing the IT support team, ensuring the efficient and effective resolution of technical issues, and maintaining a high level of customer satisfaction.

Key Responsibilities
  • Manage and lead the regional IT help desk team, including hiring, training, and performance evaluation.
  • Develop and implement IT support policies, procedures, and best practices.
  • Monitor and analyze help desk performance metrics, ensuring timely resolution of technical issues.
  • Provide technical guidance and support to the help desk team for complex issues.
  • Collaborate with other IT departments and regional offices to ensure consistency in support and services.
  • Maintain up-to-date knowledge of industry trends and emerging technologies.
  • Manage the help desk ticketing system and ensure proper documentation of all support requests.
  • Ensure compliance with IT security policies and procedures.
  • Develop and maintain strong relationships with key stakeholders and customers.
  • Prepare and present regular reports on help desk performance and trends to senior management.
Requirements
  • 8+ years of experience in IT support, with at least 2 years in a managerial role.
  • Experience with ITSM tools and ticketing systems.
  • Knowledge of emerging technologies and industry best practices.
  • Experience managing IT help desk operations in a regional or global context.
  • Extensive experience with the MS Office 365 tool stack offerings.
  • Strong technical knowledge of IT systems, software, and hardware.
  • Excellent leadership and team management skills.
  • Strong problem-solving and analytical abilities.
  • Exceptional customer service skills and a commitment to customer satisfaction.
  • Excellent communication and interpersonal skills.
  • Ability to work under pressure and handle multiple tasks simultaneously.
Perks and Benefits
  • Access to up to 50% of earned wages through myWisely app or Daily pay app.
  • On-the-spot awards through the Awardco Platform.
  • Multiple options for medical care.
  • Travel discounts, pet insurance, and discount shopping.
  • Wellness programs for all employees.
  • 401k program with company match.
  • Opportunity for internal mobility and transfers.

WFS is an equal opportunity employer committed to employment equity and inclusion.