Airport Tech Help Desk Manager #2101-290150-01

Date Opened

Wednesday, January 06, 2021 12:15 PM

Close Date

Monday, January 25, 2021 11:59 PM

Section

Aviation

Salary

$88,510 - $110,637

Employment Type

Full Time

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Overview

The City of Charlotte is the largest municipality in North Carolina and the 17th largest city in the United States, with a total population of more than 872,498 citizens. A major commerce center, Charlotte hosts several of the nation’s largest banks and technology companies.

Also known as the Queen City, Charlotte is home to the Carolina Panthers, the Charlotte Hornets and the NASCAR Hall of Fame. We work hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play. Join us in helping to keep our City thriving, ensuring upward mobility and advancement in the workplace.

Function

Technology

Summary

The Center for Digital Government named Charlotte one of the top five digital cities in the nation. The City of Charlotte's Innovation & Technology department (I&T) provides executive-level leadership, delivers technology services to city departments and partnership agencies, and coordinates information technology initiatives across the organization to support, enhance and advance citizen service delivery.

The Tech Help manager will be responsible for leading the tier one airport technology technical support team to provide excellent customer service and resolve technical issues for airport customers and tenants at Charlotte Douglas International Airport. The Tech Help manager will ensure high quality technical support and increase client satisfaction to both internal and external customers.

Major Duties and Responsibilities

• Manage the airport help desk team and evaluate performance.

• Ensure customer service is timely and accurate daily.

• Recruit, train and support help desk technicians.

• Set specific customer service standards.

• Establish metrics for improving customer support by actively responding to queries and handling all service requests, concerns, and incidents through a ticketing system.

• Establish best practices through the entire technical support process and help build documentation libraries.

• Follow up with customers to identify areas of improvement.

• Develop and deliver daily, weekly and monthly reports on help desk team’s productivity.

• Provide customer feedback to the appropriate internal teams.

Knowledge, Skills & Abilities

• Excellent interpersonal skills and demonstrated ability to interact effectively with all levels of the staff within CLT Airport.

• Extensive experience in building and leading a support team

• Managing team workload through a work order system

• Excellent organizational skills in order to prioritize multiple tasks, develop, analyze and/or revise procedures, meet deadlines, and work in an environment of heavy pressures and changing priorities.

• Demonstrated oral and written communication skills and the ability to compose correspondence and reports.

• Demonstrated experience with computerized systems, database management and spreadsheet and word- processing programs to manipulate data and create reports.

• Ability to use independent judgment and initiative to accomplish tasks.

• Ability to troubleshoot problems and develop creative solutions

• Resourceful and self-directing, ability flourish in a fast paced and demanding work environment.

• Self-starter with a strong technical background combined with customer service experience. A problem- solving attitude with an ability to motivate the team to achieve specific goals are essential skills to perform well in this position.

• Standard office hours apply, however schedule subject to irregular hours, overtime and emergency calls back to work.

• Valid driver’s license in state of residency and ability to obtain and maintain a City Driving Permit.

Preferred Qualification

Bachelor’s Degree in Computer Science, Business Administration or related field or an equivalent combination of education and relevant work/industry/military/job specific experience that provides the necessary knowledge, skills and abilities to successfully perform the essential job duties.

Minimum Qualifications

Associate’s Degree in Computer Science, Business Administration or related field with three (3) years of experience in technical support management or an equivalent combination of education and relevant work/industry/military/job specific experience that provides the necessary knowledge, skills and abilities to successfully perform the essential job duties.

Salary

$88,510 - $110,637 Commensurate with Experience

Conditions of Employment

The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.

The City of Charlotte is an Equal Opportunity Employer.

How To Apply

Apply online.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.

You are welcome to visit the City of Charlotte Human Resources Department lobby where we have workstations available. Our office is located at 700 East 4th Street, Suite 200, Charlotte, NC 28202. Our hours are Monday through Friday, 8 a.m. to 5 p.m. (EST), excluding official City holidays.

Anyone seeking an accommodation to apply for a job may call (704) 336-2285 for assistance or you may email questions to CityHrJobPostingsNotify@ci.charlotte.nc.us.

Benefits

The City of Charlotte provides a comprehensive benefits package to all employees.

Click here to learn more about the City of Charlotte’s benefits.

The City of Charlotte is a drug and alcohol-free workplace.