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United Airlines Digital Technology PMO - Operations Manager 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 Digital Technology PMO – Operations Manager’s primary responsibility will be to manage the Clarity PPM user support for United Airlines. This includes, but is not limited to, the Service Now incident management and access management tickets, the DT PMO inbox support requests, and classification/routing of all issues submitted. This role will also be responsible for working with the different user groups to address their issues, provide appropriate solutions, and play a key role in driving user adoption and satisfaction.

System Monitoring:

· Monitoring the overall performance of the Clarity PPM tool for irregularities and performance issues. The Operations Manager will assess system data and error logs, along with user reports, to determine areas for improvement or repair.

Managing Support Staff:

· Directing the activities of the operational support team, both to directly support end users and to assist with upgrades and directives. Assess current needs and help desk inquiries, assigning personnel to resolve each issue.

Developing Policies and Processes:

· Develop support policies and processes to ensure that the Digital Technology PMO and its Clarity PPM partners operate effectively and reliably. Develop service level agreements (SLAs) for help desk support. Develop guides for users as necessary to aid users and providers with system proficiencies.


  • Bachelor’s Degree

  • 5+ years of relatable experience

  • Clarity PPM configuration/development/support

  • Personnel management

  • Continuous improvement

  • Strong written and verbal communication

  • Advanced problem solving


  • Bachelor's Degree in Information Technology, Computer Science, or MIS

  • Certification or training on Clarity PPM

  • PMO process experience

  • Project/Program management experience

  • 10+ years of relatable experience

Resolve Help Desk Escalations:

Provide direct user support by handling help desk or service desk escalations. When operations staff are unable to successfully resolve a user's issue, the IT Operations Manager will assess the situation and devise a solution to the problem.

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

Division: 47 Technology/IT

Function: Information Technology

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled