Regional Support Manager - West

About WFS

Join our Worldwide Flight Services family and contribute to the timely delivery of cargo shipment, luggage, business to customer delivery, and on-time flights while operating safely and securely.  We perform at the highest level for our customers every day, and strive to be an exceptional leader in our industry with our teams of cargo, passenger, ramp handling, and technical service experts in 164 airport locations, 18 countries, and on 5 continents.  Are you ready to take off on your next career with us?

Job Summary

The Regional Support Manager will oversee the IT help desk operations across the eastern United States. This role is responsible for managing the IT support team, ensuring the efficient and effective resolution of technical issues, and maintaining a high level of customer satisfaction. The ideal candidate will have strong leadership skills, extensive technical knowledge, and a commitment to providing excellent IT support services.

Responsibilities

• Manage and lead the regional IT help desk team, including hiring, training, and performance evaluation.
• Develop and implement IT support policies, procedures, and best practices.
• Monitor and analyze help desk performance metrics, ensuring timely resolution of technical issues.
• Provide technical guidance and support to the help desk team for complex issues.
• Collaborate with other IT departments and regional offices to ensure consistency in support and services.
• Maintain up-to-date knowledge of industry trends and emerging technologies.
• Manage the help desk ticketing system and ensure proper documentation of all support requests.
• Ensure compliance with IT security policies and procedures.
• Develop and maintain strong relationships with key stakeholders and customers.
• Prepare and present regular reports on help desk performance and trends to senior management.

Minimum Requirements

• 8+ years of experience in IT support, with at least 2 years in a managerial role.
• Experience with ITSM tools and ticketing systems.
• Knowledge of emerging technologies and industry best practices.
• Experience managing IT help desk operations in a regional or global context
• Extensive experience with the MS Office 365 tool stack offerings.
• Strong technical knowledge of IT systems, software, and hardware.
• Excellent leadership and team management skills.
• Strong problem-solving and analytical abilities.
• Exceptional customer service skills and a commitment to customer satisfaction.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and handle multiple tasks simultaneously.

Preferred Skills

• Experience managing IT help desk operations in a regional or global context.
• Professional certifications such as ITIL, CompTIA A+, or Microsoft Certified Professional (MCP).
• Experience with ITSM tools and ticketing systems.
• Knowledge of emerging technologies and industry best practices.

Physical Requirements/Working Conditions

• This is a full-time position.
• Regular travel within the North American region will be required, remote working will be considered for the right candidate, but regular site visits are a requirement.
• Ability to work outside of regular business hours to address critical issues or during emergencies.
• Maintain regular and punctual attendance consistent with the ADA, FMLA, and other federal, state, and local standards.
• Work is performed in an office environment, with the potential for occasional work outdoors or in a warehouse. It requires the ability to operate standard office equipment, as well as occasionally lift up to 25lbs.

Perks & Benefits

• Want your pay in advance?  Access up to 50% of earned wages when you need it through myWisely app or the Daily pay app!