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United Airlines Director - IT End User Services Engineering in Chicago, Illinois

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The United IT team designs, develops and maintains massively scaling technology solutions that are brought to life with innovative architectures, data analytics and digital solutions.

Job overview and responsibilities

The Director of End User Services Engineering is responsible for the day to day operation of end user device engineering (packaging, desktop / printer selection, deployment of software packages / OS imaging, etc..), branch location server engineering (server platforms outside the data center walls), wireless engineering, voice engineering, branch location network engineering (locations outside of the data center walls), end point security engineering and desktop virtualization engineering at United Airlines. This role directs the development of strategies and standards for all platform infrastructures within this domain and ensures compliance with industry best practices and drives continuous improvement within the department. This role ensures the reliability, performance and integrity of critical infrastructure supporting business operations based on company and functional objectives. This position provides leadership and direction for the planning and management of all technology platforms within this domain. This role reports directly to the MD of Engineering. Key contacts that this role is required to interact with include leaders United Airlines business divisions, IT Portfolio and technical directors and vendors for technical and network platforms utilized by United Airlines.


  • Directs, coordinates and evaluates the work of engineering team to ensure Engineering domain is providing all customers with prompt and accurate services

  • Identifies and leads functional team to solve technical, operational and organizational issues

  • Reviews and is responsible for departmental budgets and resource allocations

  • Develops departmental tactical plans to support technical and operational strategy

  • Partners with various functional teams across the business and IT departments to support strategic enterprise vision and design

  • Evaluates operating systems, infrastructure components and or network software, hardware, methods and techniques to improve systems/network reliability and performance

  • Works under general direction of SME senior level management


  • Manages and prioritizes the work of the engineering team.

  • Participates in problem management processes to determine root cause of failures and improve performance and reliability of systems and networks

  • Leads functional team to ensure capacity management of the engineering platform is established and monitored

  • Establish consistent and repeatable processes to maintain system software and ensure that patches are current

  • Ensures engineering solutions are clearly communicated for implementation.

  • Ensures compliance of architectural and engineering policies, standards and procedures

  • Monitor and stay abreast of industry trends and anticipate future direction for system platforms

Organizational Effectiveness/People:

  • Provide leadership by ensuring department and individuals goals are met

  • Manages talent utilizing HR supplied recognition tools and participates in workforce planning, staffing, and development

  • Participates in assessing and recommending improvements to the organization structure, roles and responsibilities

  • Responsible for individual performance assessments and improvement plans.

  • Responsible for coaching, counseling, assisting employees to develop individual career development and training plans.


  • Bachelor’s Degree in Computer Science, Information Systems or other related field, or an equivalent combination of experience, education, and/or training.

  • 10 years of IT experience including 5 years in Information Technology management, or Six years applicable experience in enterprise architecture

  • Recognized expertise in field – in industry and/or within United

  • Proven expertise in leading and influencing technical staff or coordinating work across multiple technology teams

  • The position requires proven work experience in and extensive knowledge of platform and network engineering planning, design, deployment and operations. This role also requires proven experience with oversight of risk management operations.

  • Candidate must have a minimum of 15 years of work experience in large and complex corporate computing environments in planning and operations

  • A minimum of 5 years of director level leadership experience managing large teams of technical professionals and cross-functional teams, as well as experience influencing executive level management and key stakeholders

  • Must be able to communicate effectively to both business and technical audiences

  • Requires world-class technical knowledge that is broad, deep, and current.

  • Must have extensive knowledge of platform and network engineering technologies along with current knowledge of emerging technologies. Also, will have significant knowledge of the design and implementation of information systems.

  • Must have a demonstrated record of accomplishment and advancement in multibillion dollar, multi-national companies.

  • Understands and evaluates technology benefits/risks in a very large, complex business environment. Has shown ability to partner with key business leaders to provide viable technology solutions.

  • Must be legally authorized to work in the United States for any employer without sponsorship

  • Successful completion of interview required to meet job qualification

  • Reliable, punctual attendance is an essential function of the position

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT

Division: 47 Technology/IT

Function: Information Technology

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled