Department:TechnologyOur Company Promise 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.Job Description:Job Summary<div>Southwest firmly believes that our People are our greatest asset, and Leaders within the Company support our People by ensuring all have equal opportunity for learning and personal growth. The Team Leader Technology provides Leadership and supervision to the Desktop Support Team, ensuring effective and efficient delivery of desktop support services. This role is accountable for the delivery and support of solutions and services that are technically and functionally solid, well integrated, comply with technical strategy, and meet or exceed Customer requirements. The Team Leader Technology is a People Leader and Team player who looks forward to piloting their own career with Heart. </div><div> </div><div>Additional details: </div><div><ul><li>The culture of Southwest Airlines means we value the camaraderie, collaboration, and innovation that occurs when we come together and interact face-to-face. Due to the nature of this role, you would be required to work from a Southwest Airlines facility during business hours.     </li></ul></div><div><ul><li>U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available.   </li></ul></div><div>  </div><div>We’re committed to fair hiring practices and to making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, disability, genetic information, or other legally protected characteristics.   </div>Model the Southwest Way<ul><li>Guide and lead Team Members using SWA talent management practices to coach, develop, and engage Employees</li><li>Adhere to Company values and competencies to foster a Culture of inclusion, recognition, and support of a safe work environment</li><li>Invest in Leadership and self-growth through participating in continuous learning and development</li></ul>Responsibilities<ul><li>Lead, mentor, and manage the desktop support team, including workload allocation, training, and performance management.</li><li>Oversee day-to-day IT support operations to ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).</li><li>Provide hands-on technical support for escalated incidents, including troubleshooting hardware, operating systems, applications, and network connectivity.</li><li>Collaborate with IT leadership to define and implement support standards, policies, and procedures.</li><li>Monitor incident and request queues, ensuring timely response, resolution, and accurate documentation.</li><li>Coordinate new technology rollouts, system upgrades, and hardware refresh projects.</li><li>Develop knowledge base articles, troubleshooting guides, and user documentation to support knowledge sharing and self-service.</li><li>Partner with other IT teams (infrastructure, networking, security, applications) to resolve cross-functional issues.</li><li>Drive continuous improvement initiatives, including automation, process optimization, and user experience enhancements.</li><li>Ensure compliance with IT security, data protection, and corporate governance policies.</li><li>Produce regular reports on team performance, incident trends, and service delivery improvements.</li></ul>Knowledge, Skills and Abilities<ul><li>Knowledge of business/Leadership principles, including planning, organizing, developing, and supervising</li><li>Knowledge of technology practices, concepts, methodologies, tools and trends</li><li>Skilled in partnering and communication in order to facilitate interactions with business Customers and technology teams</li><li>Ability to use appropriate motivation and influence techniques to achieve desired Team results</li><li>Ability to set and manage stakeholder expectations</li><li>Ability to deliver quality projects on time and within budget</li><li>Knowledge of enterprise operational policies and procedures</li><li>Skilled in strong organization, communication, and prioritization and ability to work in matrixed environment that includes Employees, Vendors, and Managed Services</li><li>Knowledge of business and the ability to provide tactical leadership to coach and develop team to improve knowledge of business applications and impact on business functions</li></ul><ul><li>Education<ul><li>Required: High School Diploma or GED</li><li>Required: Bachelors degree in Management Information Systems, Computer Science, Business Administration or related field and/or equivalent formal training</li></ul></li></ul>Experience<ul><li>Fully functioning, broad knowledge in:</li><li>A Business and/or Information Technology environment</li><li>Proven experience in desktop or end-user support in a leadership or supervisory role.</li><li>Strong technical knowledge of Microsoft Windows, Microsoft 365, Active Directory, endpoint management tools, and standard business applications.</li><li>Experience with IT service management (ITSM) tools and frameworks (e.g., ITIL).</li><li>Excellent problem-solving, analytical, and troubleshooting skills.</li><li>Strong leadership, communication, and interpersonal abilities.</li><li>Ability to manage multiple priorities in a fast-paced environment.</li><li>Commitment to delivering outstanding customer service.</li></ul>Licensing/Certification<ul><li>N/A</li><li>Physical Abilities<ul><li>Ability to perform work duties from [limited space work station/desk/office area] for extended periods of time</li><li>Ability to communicate and interact with others in the English language to meet the demands of the job</li><li>Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job</li></ul></li></ul>Preferred Experience<ul><li>at least 5 years in a leadership or supervisory role.</li><li>Industry certifications such as ITIL Foundation, CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar.</li><li>Experience with ServiceNow a huge plus</li><li>Previous experience in managing IT support across multi-site or remote workforce environments.  </li><li>Other Qualifications<ul><li>Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines</li><li>Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986</li><li>Must be at least 18 years of age</li><li>Must be able to comply with Company attendance standards as described in established guidelines</li><li>Must meet confidentiality expectations as to confidential, proprietary and sensitive Company information</li><li>Air travel with frequent overnight stays required</li><li>Ability to work extended hours as needed</li></ul></li><li>Pay &amp; BenefitsCompetitive market salary from $125,900 per year to $139,900 per year* depending on qualifications and experience. For eligible Leadership and individual contributor roles, additional bonus opportunities are available and awarded at the discretion of the company.Benefits you’ll love:</li><li>Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible dependents too)</li><li>Southwest will help fund your 401(k) retirement savings with Company contributions up to 9.3% of your eligible earnings**</li><li>Potential for annual ProfitSharing contribution in the Southwest Retirement Savings Plan- when Southwest profits, you profit***</li><li>Competitive health insurance for you and your eligible dependents (including pets)</li><li>Southwest offers health plan coverage options that start from the very first day of employment. You will have 30 days to select and enroll in your health plan with coverage retroactively available to your first day of employment.</li><li>Explore more Benefits you’ll love: <a href="https://careers.southwestair.com/benefits" target="_blank">https://careers.southwestair.com/benefits</a></li><li>*Pay amount does not guarantee employment for any particular period of time.**401(k) match contributions are subject to Retirement Savings Plan vesting schedule and applicable IRS limits ***ProfitSharing contributions are subject to Retirement Savings Plan vesting schedule and are made at the discretion of the Company.</li></ul>Southwest Airlines is an Equal Opportunity Employer. Please print/save this job description because it wont be available after you apply.