Position Title: Supervisor IT CTS (BOS)

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 operations 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 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 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.
• Support applications/solutions to maintain operational stability.
• Ensure work practices and 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 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.