Service Desk Tech Lead

Aireon deployed the world's first global space-based air traffic surveillance system, providing real-time aircraft monitoring capabilities around the world, including over the poles, over the oceans and in remote areas.

Aireon data enables safer, more efficient and more environmentally friendly aviation travel, resulting in significant CO2 emission reductions. More than 20 Air Navigation Service Providers representing more than 40 countries - including NAV CANADA, NATS (UK), Air Traffic and Navigation Services (South Africa), Airports Authority of India (AAI), and ASECNA (Africa) -- rely on Aireon data to navigate aircraft in their airspaces.

We are committed to offering an employment experience and benefits package that enables you and your family to grow with us and to share in our success.

The first and primary responsibility of the Aireon Service Desk (ASD) Team Leader is to support system performance and to ensure that Aireon meets expectations for customer service. The ASD Team Leader needs to possess a varied set of skills, from knowledge of relevant standards to the ability to inspire and motivate a team. In this critical role, he/she is responsible for managing daily operations of the service desk, managing the service desk team and coordinating activities of contractors, striving for consistency across his/her team, demonstrating a commitment to quality improvement and ensuring the highest standard of competency is maintained.

The Team Leader must possess strong communication skills, including the ability to be influential and persuasive with stakeholders, shall represent the team to other stakeholders, ensure that the service desk is constantly developing and improving and is viewed throughout the organization as a vital component and key contributor to Aireon's success.

Aireon is certified to provide surveillance as a service to global customers in a safety-critical industry. This role is essential to the delivery of this service and will be required to reach and maintain an acceptable standard of competency. Aireon will provide initial and ongoing training to support competency standards. This is measured through assessment that is renewable annually.

What You'll Do

Build a cohesive team and manage people effectively which includes managing individual performance and attendance (including vacation and sick time).
• Balance and plan the short-term actions of the team and be accountable for the overall safety of the service on a day-to-day basis throughout their period of duty.
• Monitor overall network health and performance.
• Think critically about systems and make adjustments/decisions consistently as needed.
• Manage and communicate service change and repairs to end users and stakeholders.
• Ensure detailed logging of operations reports pertaining to maintenance and ensure that Occurrence Reporting to Competent Authorities (i.e. EASA) is completed satisfactorily.
• Maintain a thorough understanding of all relevant industry standards and best practices for service management and maintain the appropriate certificate of competency associated with the role.
• Adhere to policies, procedures, and controls especially regarding safety and security considerations, customer service, incident and change management, and information protection.
• Collaborate closely with engineering, network operations, security operations, contractors, and system administrators, to ensure operational quality and integrity at all times, remotely supporting customer implementations and onboarding of new customers when required.
• Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
  

Required Qualifications

• High school diploma or equivalent is required.
• Experience with and understanding of Service Level Agreements (SLAs).
• 3+ years of recent experience in Command Center Operations or similar, minimum 1 year certified on Aireon Service Desk.

Desired Qualifications

• Bachelor's degree in computer science or any related field is desirable and may substitute for some years of relevant working experience.
• Air traffic control, flight operation, safety training and related aviation experience.
• Any foreign language experience.
• Experience with aviation, aerospace, military, government, safety, and security.

About You

You are a good time manager. You are able to manage and prioritize multiple projects.

You are an independent thinker. Situations may arise that do not have documented procedures, but you find a way to maintain a high level of customer support.

You are a good listener. The most important step in finding a solution is understanding the problem.

You are a leader that leads by example. You set the example for your team by following policies and procedures.

You can manage conflict while keeping management informed. It's very important to keep management informed of any potential conflict.

1-3-6-12 Month Plan

In the first month we'll expect you to...

• Obtain admin level access to support tool.
• Attend NOC management meeting.
• Familiarize with ADS-B.
• Familiarize with Aireon products and services.
• Understand NOC policies and procedures.
• Familiarize with support tools.
• Attend leadership training.
• Understand what just culture means.

At 3 months we'll expect you to...

• Manage customer meetings and check-ins.
• Manage team schedules.
• Maintain customer documentation.
• Outline goals and projects that balance company needs with career development.
• Assign Udemy management training.
• Demonstrate necessary knowledge and skills to lead response in emergency scenario.
• Obtain ATSEP (Air Traffic Safety Electronic Personnel) certification.

At 6 months we'll expect you to...

• Demonstrate measurable progress on goals and projects.
• Apply leadership training to team management.
• Coordinate with direct reports on career goals and projects.
• Conduct NOC tours for prospective customers and VIPs.
• Become a subject matter expert on specific customers/technical items.
• Collaborate with management to improve NOC performance.

At 12 months we'll expect you to...

• Demonstrate measurable execution of goals and projects.
• Demonstrate advanced knowledge of Aireon products and services.
• Demonstrate proven team management.

About the Team

• The service desk team is made up of 4 Leads and 20 Techs.
• The team leads hold weekly team meetings and meet periodically with each tech one-on-one.
• The NOC team resides at 2 locations: Herndon (primary) and at headquarters in McLean (backup).
• We have a monthly team wide all-hands meeting.

Perks and Benefits

• Premium medical, dental and vision plan

• Life Insurance and AD&D

• Short Term and Long Term Disability

• Health Savings Account (HSA)

• Flexible Spending Accounts (FSA)

• Retirement 401K plan with Employer Matching

• Education Assistance and Tuition Reimbursement

• Paid Time Off, Sick Leave, Floating Holidays

• Paid Parental Leave

• Company Sponsored Events

• Employee Referral Program

Aireon is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identity or status as a protected veteran. EOE of Minorities/Females/Vets/Disability and other protected categories.