About the role
Senior Manager - IT Service Desk
Location Arlington Heights, Illinois, United States This job is associated with 2 categories See allJob IdWHQ00026792Information TechnologyJob TypeFull-TimePosted Date 09/01/2026
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Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network.
Come join us to create what’s next. Let’s define tomorrow, together.
Description
United's Digital Technology team is comprised of many talented individuals all working together with cutting-edge technology to build the best airline in the history of aviation. Our team designs, develops and maintains massively scaling technology solutions brought to life with innovative architectures, data analytics, and digital solutions.
Job Overview and Responsibilities
The Senior Manager leads the 24X7 Service Desk team that services over 292k United and United Express employees, contractors, retirees and vendors; is accountable for setting strategic direction, defining operational procedures and performance indicators for quality assurance; forming and articulating a clear vision for this organization, forecasting future technology needs and devising plans to meet those needs, and translating the concept into clear strategies. Collaborates and participates in strategic initiatives to improve efficiency and increase productivity.
Leads and implements strategic efforts to increase service agent’s 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
Builds strong relationships with key business stakeholders, develops a deep understanding of business strategies as well as key business processes and systems
Works proactively on Service Level Agreement (SLA) negotiations and expectations between business and technology teams
Coaches, trains, and identifies opportunities to improve the team's leadership and technical skills; helps individuals identify career goals and use their talents to achieve those goals
Promptly and efficiently resolves customer service escalations
Qualifications
What’s needed to succeed (Minimum Qualifications):
Bachelor's degree or 4 years of relevant work experience
5+ years of IT experience, including experience in IT management
Experience in ServiceNow and Cisco Finesse
Ideal candidates possess all the above plus airline industry experience
Remains calm under pressure and maintains composure in times of high stress
Excellent planning, organization, problem-solving, and analytical skills
Strong written and verbal communication skills with the ability to adjust to the audience
Demonstrate good relationship and performance management skills
Exceptional customer service and service mindset
Must possess excellent interpersonal skills
Must be legally authorized to work in the United States for any employer without sponsorship
Successful completion of interview required to meet job qualification
Reliable, punctual attendance is an essential function of the position
What will help you propel from the pack (Preferred Qualifications):
Master's degree or 6 years of relevant work experience
Technical or Business Administration
ITIL Certified
2+ years lead or supervisor of a technical support team
5+ years of work experience in Information Technology, preferably in a Service Desk/Help Desk Environment
Customer service oriented
Strong Interpersonal skills; listening, empathy, and emotional intelligence
Ability to motivate and direct staff
The base pay range for this role is $127,870.00 to $166,492.00.
The base salary range/hourly rate listed is dependent on job-related, factors such as experience, education, and skills. This position is also eligible for bonus and/or long-term incentive compensation awards.
Minimum requirements
- Bachelor's degree or 4 years relevant experience; 5+ years IT experience including IT management
- Experience with ServiceNow and Cisco Finesse; strong communication and interpersonal skills
- Legal authorization to work in the U.S. without sponsorship; successful interview completion
This listing was parsed by AI and may not be complete. Check the official posting on United Airlines's site for the most accurate information.