Explore Careers at DFW Airport

Senior IT Solutions Desk Manager

DFW Airport, TX, United States
Sep 27, 2022


Job Description


Job Overview:

Under general direction of the Vice President Information Technology Services, directs and coordinates all daily interaction with the end users via the Business Technology Partners, the Solutions Desk, and the Field Technician staff. Ensures that work performed addresses goals and performance objectives and complies with the Airport Board policies and procedures.


What you will be doing:

  • Responsible for all aspects of technology support delivered to the end-user community.

  • Manages Desktop Engineering activities for workstation Imaging and Patching.

  • Specifies end-user computer (EUC) hardware standards and manage procurement.

  • Manages Deployment of all workstations including Installs, Moves, Adds, Changes (IMAC’s)

  • Manages Software Procurement activities including IMAC’s

  • Monitors Support Desk and Field Technician performance metrics and SLAs; creates and delivers reports and analytics on performance.

  • Oversees troubleshooting of ITS request systems and ensures highest level of system availability.

  • Leads Business Technology Partners responsible for advising leaders and key stakeholders of the support, projects status, and assist with onboarding new ITS products and services.

  • Collaborate with PMO for onboarding new products and services to ensure readiness upon launch.

  • Manages Continual Service Improvement activities achieving best in class service and customer satisfaction.


What you need:

  • Bachelor’s degree in information systems or related field.

  • Six (6) years of professional experience in information systems, desktop/support desk or related field.

  • Four (4) years of supervisory experience.

  • Any equivalent combination of education and/or experience may be substituted for the above.

  • Possession of a valid class C driver’s license.

  • ITIL Certification(s) Practitioner preferred.



What we desire:

  • Knowledge of the principles and practices of business or public administration.

  • Ability to analyze problems and to make recommendations that address maintenance requirements, manpower availability, contractual obligations and Airport Board policies and procedures.

  • Skill in the supervision, motivation, and direction of technical and non-technical personnel.

  • Ability to develop and implement sound and effective support desk systems.  





About Us:

We are Dallas Fort Worth International (DFW) Airport—one of the most successful airports in the world by any definition. We’re recognized for our innovation, leadership, drive for excellence and talented employees.

Our success is made possible because of the diverse talents of over 2,000 employees who champion our mission of providing an exceptional airport experience to our customers and connect our community to the world. We’re looking for the best talent to join us and help reimagine what an airport can be.

Bring your talents to DFW. Live and work with purpose.





Job Info

Job ID# 1006545

Sep 27, 2022

United States