• Tech Supervisor - End User Computing

    Post Begin Date 1 week ago(2/10/2020 12:55 PM)
    Requisition ID
    Employment Type
    Regular Full-Time
  • Overview

    We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.


    Provide day-to-day technical, functional, and strategic leadership for our enterprise Infrastructure and Services function Teams.  Assists in the design, installation, and connectivity of computer systems and network infrastructure to ensure the stable operation of the organization’s IT assets. This includes developing, configuring, maintaining, supporting, and optimizing all new and existing network hardware, software, and communication links. This role is also responsible for telephone, data center, security systems and other electronic infrastructure.



    • Takes ownership of issues and follows through to resolution.
    • Assist Technicians with technical issues.
    • Provide leadership in the diagnosis and resolution of Priority 1 and Priority 2 incidents as well as escalate and communicate high severity problems to Technology Leadership Team.
    • Ensure Operational standards are maintained for monitoring, troubleshooting, reporting, and recording production issues (consequences of error carry a high risk to the organization).
    • Manage critical events by following business continuity procedures.
    • Act as a liaison between business partners and other Technology teams.
    • Review plans for hardware and software implementation.
    • Provides input for Annual Operating budget and maintains accountability and cost controls over operational spending – Hardware, software, media, office supplies, etc.
    • Coordinates that solutions are conveyed to Customers / Team members.
    • Provides day-to-day Leadership, coaching, and training to the Team.  Sets and example for the entire group to follow – a strong work ethic, positive attitude, maturity and productivity.
    • Responsible for understanding Company and Department goals/initiatives and be able to communicate these goals to the Team and incorporate these goals into the operations of their work.  

    Must be able to meet any physical ability requirements listed on this description.


    May perform other job duties as directed by Employee’s Leaders.



    • High School Diploma, GED or equivalent education required.
    • Must be at least 18 years of age.
    • Must have authorization to work in the United States as defined by the Immigration Reform Act of 1986.


    • High school diploma or GED required.
    • BS or BA in Computer Science, Computer Engineering, or Information Systems preferred. 


    • At least 5 years work experience in an IT Engineering Environment required.
    • Minimum 2 years of direct or indirect Leadership experience required. 
    • At least 8 years work experience in technology, preferred.
    • Familiarity with IT Service Management (ITSM) best practices, concepts and procedures, preferred.


    • ITIL Foundations Certification a plus.


    Must be able to comply with Company attendance standards as described in established guidelines.

    • Strong knowledge of network topologies operating systems, hardware, and software configurations and repair, training development, and instructional techniques.
    • Strong knowledge of a large multi-platform environment including but not limited to: Microsoft, Cisco and VMware. They will also need to have experience with storage area networks, LAN, WAN, wireless networks, virtualization, firewalls, routers and more.
    • Advanced knowledge of enterprise operational policies and procedures.
    • Must have demonstrated strong organizational, communication, and prioritization skills and be able to work in matrixed environment that includes Employees, Vendors, and Managed Services.
    • Demonstrated understanding of business and capable of coaching and developing team to improve their knowledge of business applications and their impact on business functions. 
    • Knowledge of business operations and processes, preferred.
    • Demonstrated knowledge of Information technology project management, preferred.
    • Experience optimizing operations efficiency and service delivery, preferred.
    • Experience directing technical workloads for Teams using Minimally Viable Product methodology, preferred.
    • Experience making business decisions on new technology, designs, or products and defining budgets, preferred.
    • Experience maintaining, controlling, and teaching strict change control, preferred.
    • Experience or exposure of the Citrix Technology or equivalent Application and or Desktop presentation, Desktop Engineering, preferred.
    • Knowledge of Agile Framework and SAFe, preferred.
    • Understanding of Product Owner role for Agile environments, preferred.
    • Working knowledge of VMWare Horizon VDI, preferred.
    • Working knowledge of Office 365 and Exchange 2016 for Email, preferred.
    • Working knowledge of SCCM, preferred.
    • Working knowledge of Desktop Engineering, preferred.
    • Working knowledge of Intune for Windows 10, preferred.
    • Experience with cloud and/or similar technologies, such as AWS, Google Cloud, and/or Azure, preferred.
    • Experience with VMware technologies, preferred.


    • Available to work rotating shift schedules covering 24-hour, 7-days a week operations, and be on-call. 

    Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines.


    Southwest Airlines is an Equal Opportunity Employer

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