It's a great time to join us at Airlines Reporting Corporation (ARC)! ARC accelerates the growth of global air travel by delivering forward-looking travel data, flexible distribution services and other innovative industry solutions. We are a leading travel intelligence company with the world’s largest, most comprehensive global airline ticket dataset, including more than 15 billion passenger flights. By working here, you can contribute to solutions and expertise that strengthen economies and enrich lives. We think big, embrace challenges and explore new ideas to lead the way for the travel industry.

ARC is looking for a Manager, Corporate Security to join our team! In this role, you will oversee timely delivery of quality technical support services to ARC internal clients and stakeholders.  You will provide leadership, planning, operational excellence, and accountability around Corporate Systems (in all areas of the organization).  Additionally, you will develop strong working relationship with users to provide continuous improvement by evaluating and improving ARC’s use of tools (both on-prem and in the cloud). This position will drive, align and own strategic tool strategy that supports the business strategy. You will prioritize work streams and create consensus on timing of projects to support business transformation and operational excellence., such as telecom upgrades, Windows rollouts and patching, and partnership with other ARC network and network security teams.  

1. Manage end user support, telecom and Microsoft 365 teams to ensure operational excellence, improvements, and execution. Provide a strategic vision and roadmap for areas of responsibility.
2. Develop and maintain relationships with functional leaders to identify and leverage technology synergy potential across the organization. Ensure product portfolio is efficient and meets business requirements in an effective and predictable manner.
3. Use an understanding of user needs to provide solutions that deliver value through, realization of benefits, avoidance of cost, identification of new opportunities. Establish priorities that are consistent with ARC’s strategic direction and support ARC’s guiding technology principles.
4. Communicate with customers on system outages, troubleshoot and resolve issues. Oversee the analysis and resolution of incidents, including Root Cause Analysis (RCA) or code analysis. Report problem trends and their root cause. Coordinate and oversee the support of development break/fix activities. Gather, review, analyze, and document details of customer service issues.
5. Establish criteria for hardware and related software tools assessment. Continuously evaluate existing and new technologies to ensure viability and suitability to meet ARC’s strategic objectives. Provide recommendations on best practices.
6. Plan and manage disaster preparedness for ARC’s end user, telecom, and collaboration tools environments.

• Bachelor’s degree in computer science or business administration, or related field preferred. Equivalent experience will be considered.
• Requires hands-on experience and experience managing an end-user-support operation that services personal computer hardware and software required with a working knowledge of local and wide area networks, and VOIP phone systems.
• Experience in troubleshooting, performing root cause analysis and defining a process for resolution.
• Ability to present ideas in user-friendly language to non-technical staff and end users.
• Telecom support (VOIP) preferred.
• VDI and related virtualization technologies preferred.
• At least 3 years of staff management experience preferred.
• At least 2 years’ experience with client negotiations and communicating with senior management preferred.

• Joining ARC means joining a team that is motivated, diverse, creative, collaborative and solutions-oriented. We think big, embrace challenges, and explore new ideas to lead the way for the travel industry.
• Our employees value the hands-on learning and professional development opportunities that allow them to expand their skills and grow their career in new, dynamic ways.
• ARC offers WorkFlex. WorkFlex is ARC’s hybrid work program which offers eligible employees the flexibility to work from home while also requiring in office workdays throughout the year to foster collaboration and connection throughout the organization. We’ve designed WorkFlex to enable employees to succeed and thrive while maintaining strong connections to one another and ARC - both of which are critical to our shared success.
• We offer a highly competitive, comprehensive benefits package so you can worry less and focus on what truly matters.
• By joining ARC, you will partner with top minds in the industry as we use data and technology to innovate how the world travels.

EOE M/F/D/V Females and Minorities Encouraged to Apply