About the role
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 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.
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.
Manages and coordinates support for all sites assigned to area of responsibility.
Ensures compliance to Payment Card Industry (PCI) and Audit requirements.
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 metrics and provide insight to leadership with recommendations.
Ensure team meets defined key performance indicators and service level agreements/objectives.
Develop and refine process to streamline resolutions. Partner with other teams to implement process improvement.
Review survey feedback to improve support, tools…
