The Team
It should come as no surprise that Alaska Airlines is recognized as one of Seattle’s most desirable companies for engineers and technology professionals. Our technology teams are regularly disrupting the way our guests experience air travel. We are innovators and creators, striving to continually improve our award-winning technology in ways that make travel as simple, enjoyable and seamless as possible. We are not content to rest on our successes. We take pride in the fact that our ideas have become the norm across the industry, and we are always thinking about what’s next! Our culture of collaboration, history of launching industry-leading products, and experienced teams that work at the highest levels of software development help us to pioneer technologies that are creating an airline people love.
Role Summary
This role is responsible for executing on the strategy for Field Services at Alaska Airlines. As a people leader, the ITS Field Services Manager leads and establishes priorities for the team to support business projects and end user technology assets including desktop hardware, peripherals, phones, printers, radios and mobile devices at our airport and campus locations.
Key Duties
- Manages Field Service personnel who perform on-site project and routine services including installation, maintenance, and repair of all IT endpoints
- Manages the lifecycle of end user technologies including developing and maintaining standards, performing refreshes, and decommissioning.
- Oversee execution of service contracts and adherence to service levels
- Leads team in establishing priorities for developing methods, guidelines, and policies to facilitate efficient service delivery
- Influences across the team to ensure projects are implemented on time, within budget, and meet customer and technical expectations.
- Responsible for reporting status, risks/ issues, impacts, scope of work, and changes to key stakeholders.
- Collaborates with other work groups to improve processes, customer service, and to enhance problem resolution techniques.
- Collaborates with internal and external partners to support business objectives, purchases and vendor selection for end user hardware and services.
- Ensures all security, privacy, audit, disaster recovery, and all other compliance requirements are met.
- Cultivates the team members through effective performance management and ongoing feedback, focusing on delegation for stretch assignments, growing and developing the team for capacity and growth, looking at performance across the team, and time management.
- Shapes culture of the team through action, presence, and reinforcement of behaviors
- On-site travel as needed for project leadership.
Job-Specific Experience, Education & Skills
Required
- 5 years of in-depth technical support or project management experience.
- 2 years of leadership experience.
- Bachelor’s degree, preferably with a focus in technical related discipline, or an additional two years of training/experience in lieu of this degree.
- Proficiency and knowledge of incident and problem management, including timely problem identification, successful resolution, and root cause analysis.
- Experience managing end user technologies.
- Excellent organization and verbal and written communication skills.
- Demonstrated leadership abilities.
- Detailed oriented and highly organized, with ability to multi-task and work independently with limited guidance in a fast-paced environment.
- Proficiency with Microsoft Office applications (e.g., Word, Excel, PowerPoint, and Outlook).
- High school diploma or equivalent.
- Minimum age of 18.
- Must be authorized to work in the U.S.
Preferred
- 2 years of vendor management experience.
- 2 years of technical field support.
Job-Specific Leadership Expectations
Embody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable.
Total Rewards
- Competitive total rewards package
- Medical, dental and vision benefits
- 401k match program
- Monthly incentive pay plan
- Annual incentive pay plan
- Generous paid time off
- Travel privileges on Alaska Airlines & Horizon Air
Apply by 7:00 PM Pacific Time on 8/4/2021
Employment Type Full-Time
FLSA Status Exempt
Regular/Temporary Regular
Requisition ID 2021-6082
Equal Employment Opportunity Horizon Air and Alaska Airlines are equal opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.
We will consider for employment qualified applicants with arrest and conviction records in accordance with applicable Federal, State, and local laws.
We participate in E-Verify, a service of the Department of Homeland Security (DHS) and Social Security Administration (SSA), where required.
