Director – Field Services Support

United Airlines
March 11, 2021
United States of America
Job Type
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The United IT team designs, develops and maintains massively scaling technology solutions that are brought to life with innovative architectures, data analytics and digital solutions.

Job overview and responsibilities

The Director – Field Services Support leads teams responsible for providing technical support to Field Services Delivery and break-fix vendors worldwide, drives delivery of Common Use airport initiatives including station openings, closures, moves, as well as compliance initiatives with Airport Operations, third party support vendors, and local airport authorities, leads the 24X7 Service Desk team that services over 292,000 United and UAX employees, contractors, retirees and vendors.  This director forms and articulates a clear vision for this organization, reliably forecasts future technology needs and devises plans to meet those needs and translates the vision for a program or organization into clear strategies.

  • Leads and implements strategic efforts to increase service agents productivity and efficiencies, ensuring stakeholder and leadership alignment
  • Partners with various technology and business leaders to define opportunities, identify trends of chronic issues to drive resolution and maximize reliability
  • Leads cross-functional initiatives to set technology standards, increase security and improve support of Common Use stations
  • Leads team responsible for deployment and maintenance of critical security and operating system patches, and supports active directory builds and software entitlements
  • Leads Field Services Delivery onboard and advanced technical training, and promotes training innovation to enable more self-serving capabilities
  • Build strong relationships with key business stakeholders, develops a deep understanding of business strategies as well as key business processes and systems
  • Plays proactive role in Service Level Agreement (SLA) negotiations and expectations between business and technology teams


  • Bachelor's degree in technical field
  • Minimum of 10 years of IT experience including 5 years in IT management.  Solid understanding of process definition and metrics; at least 2 years of forward planning responsibilities; ability to achieve results through influence and process redesign
  • Proven experience leading large scale End User Support organizations, ability to drive strategic enterprise-wide initiatives that improve customer and employee experience, previous experience leading a large team in a 24/7 operational environment
  • 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 to communicate solutions to both technical and non-technical audiences
  • Aptitude for operational trend analysis and critical thinking
  • Strong level of poise; ability to think strategically and react calmly in high pressure environments
  • Process and continuous improvement expertise
  • Technical experience and ability to learn new technologies


  • Master's degree in related field
  • Excellent understanding of airline operational processes
  • Lean Six Sigma certification
  • 10 years of IT experience in end user support

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