Job Title: Supervisor, IT Operations Help Desk Company: American Airlines Location: Phoenix, USA Salary: $25/hour Educational Requirements: Bachelor Degree

Responsibilities

• Drives the day-to-day operations of inbound telephone agents who support all IT Help Desk capabilities and IT activities.
• Continuously evaluates specialist efficiency and call action to guarantee greatest performance and supports office administration norms to the furthest reaches.
• Sets and communicates objectives and provides productive input to create a high performance culture.
• Effectively conveys decisions to ensure understanding and acknowledgement of changes and next steps.
• Teams with IT Operations to help meet critical functional targets of the organization, providing consistent help to the end client.
• Collaborates with internal divisions to roll out new drives, programs, frameworks, automation improvements, and other specialized arrangements.
• Prepares scheduled and ad‑hoc performance reports for IT Operations executives.
• Provides rapid acceleration and initiates remediation efforts by engaging appropriate groups.
• Works in dynamic and flexible hours, including evenings, weekends, holidays, and may be on-call for emergencies.

Minimum Qualifications

• Four‑year degree in Software Engineering, PC Design, Innovation, Data Frameworks (CIS/MIS), Design or related field, or equivalent experience/education.
• 4 years of experience in an IT Help Desk environment.

Preferred Qualifications

• 2 years of experience working in a call center environment and within an IT Help Desk.

Abilities & Certificates

• Demonstrated ability to handle multiple tasks, remain organized, and manage moving needs in a fast paced environment.
• Proven ability to lead a team in a high‑speed, consistently changing environment.
• Creative thinking and critical thinking skills.
• Solid working knowledge of IT infrastructure basics.
• Strong analytical, organizational, and meticulous skills.
• Capacity to provide timely feedback related to client support.

Benefits

• Travel Advantages: Eligibility to travel worldwide with a 365‑point program across more than 6,800 flights.
• Medical Benefits: Comprehensive health, dental, vision coverage, virtual care, flexible spending, etc.
• Health Programs: Health initiatives to support well‑being.
• 401(k) Program: Available upon hire; company matches contingent on a year of service.
• Additional Benefits: Employee Assistance Program, pet insurance, and discounts on lodging, vehicle, travel and more.