Manager, IT Service Center

Requisition ID
# of Openings Remaining
Pos. Category
Information Technology


At Republic Airline, our mission is to provide a safe, clean and reliable flying experience. We believe this is best accomplished by focusing on our vision, “With the BEST people, products, and performance, we will be America’s Regional Airline of choice.” Republic Airline is a regional airline headquartered in Indianapolis, operating fixed-fee flights for American Airlines, Delta Air Lines, and United Airlines. The Company’s fleet consists of 170 Embraer 170/175s, offering approximately 900 flights daily to over 100 cities in the U.S., Canada, the Caribbean and Central America. With more than 5,200 talented aviation professionals, Republic Airline is a great place to get your career off the runway!

Duties and Responsibilities


Develops, implements, and manages processes and associates in reporting, tracking, managing, and escalating the Company’s IT service requests in a 24-hour critical services environment. 



To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 


  1. Manages all Service Center staff (including off-shore) in a Tier 1 and Tier 2 environment, supporting the business model and service level agreements (SLAs); manages workflow related to incident and/or service requests.
  2. Develops effective and constructive solutions to customer and end-user support issues, queries, challenges, and escalations. Responds to Tier 3 service requests requiring assistance.
  3. Monitors, records, analyzes, reports on activities, trends, results, and develops recommendations related to customer and end-user support.
  4. Acts as a liaison with other business units in order to establish and maintain an effective understanding of their business model; uses the information to create an environment of continuous improvement.
  5. Ensures adherence to departmental budget. Manages capital and expense budgets, as well as, manages IT assets distributed and maintained by the IT Service Center in accordance with organizational policies and procedures; including the disposition of IT assets.  Seeks cost savings solutions.
  6. Develops policy and procedure recommendations relating to departmental area. Establishes standardization around policies, procedures, and best practices pertinent to Service Center operations.  Identifies policy and procedure inconsistencies within the department and provides recommendations for improvement.
  7. Fosters the Company’s core values and culture throughout the work environment.
  8. Screens, interviews and makes recommendations for hiring potential associates. Coaches and provides leadership, direction, motivation and supervision of direct reports.  Appraises performance, provides performance feedback, takes corrective actions and oversees training and development of staff.
  9. Performs other duties as assigned.




The requirements listed below are representative of the knowledge, skill, and/or ability necessary to perform this job.



Associate’s degree (A.A.) in Information Technology or related field or the equivalent combination of education and experience.   At least 5 years of related IT Service Center/Help Desk experience or Customer Service Center experience with at least 3 of those years in a supervisory or management role.  Possess a sound working knowledge of general principles of Information Technology and/or strong Customer Centric/Facing skills and experiences.



Bachelor's degree (B.A. / B.S.) in Information Technology or related field.  At least 7 years of related IT Service Center/Help Desk experience or Customer Service Center experience.



Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.



Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.



Makes day-to-day decisions used to support strategic direction.  Decisions often require some thought and are somewhat structured.  Decisions tend to be short term and usually moderate cost.



The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.

Able to move about the work environment. 

Frequently required to stand, walk, sit, talk and hear.

Able to focus with clear vision at 20 inches or less (computer screen.

Able to lift or move up to 50 pounds.




The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job.

            Typically not exposed to extreme environmental conditions.




Travel less than 10% of the time.

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