Job Description

Position Summary

The Supervisor IT CTS performs a lead role in the execution of strategic and tactical solutions for the IT Crewmember Technology Services team. The Supervisor is responsible for planned initiatives, projects, and maintaining day to day operational stability.  The Supervisor leads, coaches and develops a team of Crewmembers focused 24x7 support for all areas of JetBlue. The Supervisor will be involved in operational support of all solutions and or applications within scope of responsibility.

The Supervisor is comfortable with maintaining a public profile and building relationships throughout the organization. The Supervisor is also able to change priorities and focus to meet operational demands, excels when working on complex projects, is motivated to deliver results, and exhibits the JetBlue values of Safety, Caring, Integrity, Passion and Fun.

Essential Responsibilities

Supervise the relationship with our operation's functional area leaders and oversees the delivery of IT  solutions to support the operational functions the supervisor is aligned to and ensures that clear and concise requirements are understood and agreed service levels are maintained including reviewing survey feedback and acting on it where necessary
Provide oversight for all Requests and Incidents ensuring all are actioned in a timely manner according to SLA/ following documented processes and procedures to ensure a positive Crewmember experience.    
Coordinates support for project work (Moves, Adds and Changes)  
Manages and coordinates resolution to escalated tickets.
Engage customers for service recovery when necessary.
Perform root cause analysis and communicate appropriately to leadership and customers.
Perform analysis of KPI metrics and provide insight to leadership with recommendations.
Develop and refine process to streamline resolutions. Partner with other teams to implement process improvement.
Manage the team shifts schedule and address any challenges due to call-outs, last minute PTO etc.,. to ensure adequate cover is always provided
Partner with the IT Manager to deliver an IT Strategy and an annual plan to support the operational functions aligned to the area of responsibly including a solution and or application roadmap.
Responsible for developing, maintaining and reporting a financial and resource plan for their area of responsibility.
Act as the escalation point for operational support to assigned responsibilities with around the clock accessibility.
Ensure work practices and standards and procedures are in line with all audit, security, PCI and regulatory requirements company policies.
Partner with other teams across IT to ensure alignment and drive efficiencies.
Take a significant role in onboarding, leading, training and coaching direct team and/or indirect Crewmembers to support the engagement, growth and development of Succession plan for the IT department.
Other duties as assigned.

Minimum Experience and Qualifications

High School Diploma or General Education Development (GED) Diploma
Three (3) years demonstrated proficiency in IT Infrastructure, single sign-on, network, IT security, server types, virtualization, storage area networks, datacenter tools, processes and /or software
Two (2) years' experience in an IT/Operation liaison role managing relationships with operations leadership
Good understanding of ITIL best practice
Experience with MS-SQL databases and Directory Services
Two (2) years’ experience with application presentation platforms such as Citrix
Strong understanding of DR and HA solutions and their use
Available for overnight travel (up to 10%)
Able to work flexible hours and be available for emergency response on short notice
Must pass a ten (10) year background check and pre-employment drug test
Must be legally eligible to work in the country in which the position is located

Preferred Experience and Qualifications

Bachelor’s degree in related discipline
Two (2) years of supervisory experience of other people.
Four (4) years of experience in desktop / server and / or datacenter technologies
Managing a budget
Knowledge of ServiceNow or other ITSM tools
Supervising a full project or initiative, including presenting recommendations to senior leadership
Thorough knowledge of operational function and thorough knowledge of operations, objectives and strategies
Exposure to JetBlue's IT disciplines and interdependencies
Exposure to JetBlue's operational units and how their needs drive IT strategy
Working on enterprise-wide budget process

Crewmember Expectations:

Regular attendance and punctuality
Potential need to work flexible hours and be available to respond on short-notice
Well-groomed and able to maintain a professional appearance
When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun
Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy and behavioral standards
Identify safety and/or security concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue’s confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report(SAR))

Equipment:

Computer and other office equipment

Work Environment:

Traditional office environment

Physical Effort: 

Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)