Job Description

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Position Summary

The Supervisor IT CTS performs a lead role in the execution of strategic and tactical solutions for the IT Crewmember Technology Services (CTS) 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 the 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.

Responsibilities

• Supervise the relationship with our operation's functional area leaders and oversee the delivery of IT solutions to support the operational functions the supervisor is aligned to and ensure that clear and concise requirements are understood and agreed service levels are maintained.
• Provide oversight for all requests and incidents, ensuring all are actioned in a timely manner according to service level agreements/objectives and following documented processes and procedures to ensure a positive crewmember experience.
• Manage and coordinate support for all sites assigned to the area of responsibility.
• Ensure compliance with Payment Card Industry (PCI) and Audit requirements.
• Coordinate support for project work (Moves, Adds, and Changes).
• Manage and coordinate 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 metrics and provide insight to leadership with recommendations.
• Ensure the team meets defined key performance indicators and service level agreements/objectives.
• Develop and refine processes to streamline resolutions. Partner with other teams to implement process improvement.
• Review survey feedback to improve support, tools, and customer service.
• Onboard, train, and mentor CTS Analysts.
• Manage the schedule and address any challenges.
• Partner with the IT Manager to deliver an IT Strategy and an annual plan to support the operational functions aligned to the area of responsibility 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.
• Support applications/solutions to maintain operational stability.
• Ensure work practices, standards, and procedures are in line with all audit, security, and regulatory requirements company policies.
• Partner with other teams across IT to ensure alignment and drive efficiencies.
• Provide direct or indirect oversight of delivery teams for areas of responsibility.
• Take a significant role in leading and coaching the direct team and/or indirect crewmembers to support the engagement, growth, and development of the 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' experience in an IT/Operation liaison role managing relationships with operations leadership
• Two (2) years of demonstrated proficiency in IT Infrastructure, single sign-on, network, IT security, server types, virtualization, storage area networks, datacenter tools, processes, and software
• Two (2) years of team lead or supervisory experience
• Experience with MS-SQL databases and Directory Services
• Two (2) years’ experience with application presentation platforms such as Citrix
• Strong understanding of disaster recovery (DR) and high availability (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
• Authorization to work in the US is required. This position is not eligible for visa sponsorship

Preferred Experience and Qualifications

• Bachelor’s degree in a related discipline and/or demonstrated capability to perform job responsibilities through previous experience and education
• Four (4) years of experience in server and datacenter technologies
• Experience with managing a budget
• Experience with 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
• Experience working on enterprise-wide budget process
• Regular attendance and punctuality
• Potential need to work flexible hours and be available to respond on short-notice
• 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))
• The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position.

Equipment

• Computer and other office equipment
• Traditional office environment

Physical Effort

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

JetBlue Airways is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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