Team Leader Technology - PHX

Job Summary: 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.

• Lead, mentor, and manage the desktop support team, including workload allocation, training, and performance management.
• Oversee day-to-day IT support operations to ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Provide hands-on technical support for escalated incidents, including troubleshooting hardware, operating systems, applications, and network connectivity.
• Collaborate with IT leadership to define and implement support standards, policies, and procedures.
• Monitor incident and request queues, ensuring timely response, resolution, and accurate documentation.
• Coordinate new technology rollouts, system upgrades, and hardware refresh projects.
• Develop knowledge base articles, troubleshooting guides, and user documentation to support knowledge sharing and self-service.
• Partner with other IT teams (infrastructure, networking, security, applications) to resolve cross-functional issues.
• Drive continuous improvement initiatives, including automation, process optimization, and user experience enhancements.
• Ensure compliance with IT security, data protection, and corporate governance policies.
• Produce regular reports on team performance, incident trends, and service delivery improvements.

• Knowledge of business/Leadership principles, including planning, organizing, developing, and supervising
• Knowledge of technology practices, concepts, methodologies, tools and trends
• Skilled in partnering and communication in order to facilitate interactions with business Customers and technology teams
• Ability to use appropriate motivation and influence techniques to achieve desired Team results
• Ability to set and manage stakeholder expectations
• Knowledge of enterprise operational policies and procedures
• Skilled in strong organization, communication, and prioritization and ability to work in matrixed environment that includes Employees, Vendors, and Managed Services
• 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

• Competitive market salary from $125,900 per year to $139,900 per year
• Fly for free, as a privilege, on any open seat on all Southwest flights
• 401(k) with Company contributions up to 9.3%
• ProfitSharing contribution
• Competitive health insurance

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.