Aviation Technology Support Specialist-Lead

About the role

The Technology Support Specialist-Lead will assist in leading the Airport technology, technical support team to provide excellent customer service and resolve technical issues for customers and tenants at The CLT Airport. This position also provides administrative and technical support to the Technology Support Supervisor and serves as the shift lead for contracted technical support personnel.

Responsibilities

• Ensure customer needs are serviced in a timely, competent and customer service focused manner.
• Assist with training of Technology Support technicians.
• Respond to support phone calls while on shift, with a rotating schedule.
• Contribute to improving customer support by actively responding to queries and addressing concerns through an efficient ticketing system.
• Work as a unit to establish best practices for the technical support process and help build documentation libraries.
• Follow up with customers to identify service delivery standards and potential improvement opportunities.
• Absorb and maintain daily/weekly/monthly reports on the help desk team’s productivity.
• Escort vendors or external technical partners to areas of the airport that require designated access. Personnel may need to be escorted to support current technology or repair/replacement as needed.
• Potentially become involved in projects supporting overall technology initiatives that require after hours support and collaboration.
• May require some driving in a City vehicle.

Competencies for Successful Performance of Job Duties

• Excellent interpersonal skills and a demonstrated ability to interact effectively with all levels of staff at The CLT Airport.
• Ability to communicate directives to the support team.
• Competence managing the team's workload through utilization of the work order system.
• Excellent organizational skills, with the ability to prioritize multiple tasks.
• Develop, analyze, and revise procedures.
• Ability to meet deadlines and work in an environment of heavy pressures and changing priorities.
• Demonstrated oral and written communication skills with ability to compose written correspondence and reports.
• Demonstrated experience with computerized systems, database management MS Office Suite, or other application to analyze and manipulate data.
• Ability to use independent judgment to take immediate action.
• Ability to troubleshoot problems and develop creative solutions.
• Resourceful, self-directed, with the ability to flourish in a fast-paced and demanding work environment.
• Be a self-starter with a strong technical background and high customer service standards.
• Problem-solving with ability to motivate the team to achieve stated goals.
• Ensure high-quality technical support and increase client satisfaction of internal/external customers.

Lead Responsibilities

• Provide oversight of Airport help desk employees and contracted technical support counterparts. Oversee staff performance.
• Collaborate with internal stakeholders and peers to address issues affecting tenants and airlines operational issues.

Qualifications

• Minimum qualifications: High School Diploma or GED plus 5 years of relevant experience OR Associate degree plus 3 years of relevant experience OR Bachelor's Degree plus 1- year of relevant experience.
• Prioritizing preferred qualifications: Lead or supervisory experience, technical background with a focus on hardware experience, ability to communicate technological language and information to non-tech. partners, experience working in a fast-paced, dynamic environment, strong ability to collaborate with business partners.

Working Conditions and Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• ADA and Other Requirements: Positions in this class typically require sitting, standing, and walking throughout the airport terminal. Physical Requirements: Light to moderate lifting and carrying; some crouching, stooping, squatting, crawling, reaching, pushing, and pulling when performing tasks. Adequate vision, hearing, and speech required. Some use of power tools for mounting, installing, or removing equipment and/or related peripherals relating to technology. Personal Protective Equipment (PPE) is provided.