IT Operations Manager

The New Terminal One at John F. Kennedy International Airport is a bold and exciting project to develop a world-class international terminal that will serve as an anchor terminal in the Port Authority's $19 billion transformation of JFK into a global gateway to the New York metropolitan area and the United States. The New Terminal One will set a new standard for design and service, aspiring to obtain a Top 5 Skytrax ranking and be considered one of the finest airport terminals in the world.

The New Terminal One is being built on sites now occupied by Terminal 1 and the former Terminal 2 and Terminal 3, where it will anchor JFK's south side. Construction is taking place in phases. The first phase, including the new arrivals and departures halls and first set of 14 new gates, is expected to open in 2026. At completion, anticipated in 2030, the New Terminal One will be 2.6 million square feet, making it the largest terminal at JFK and nearly the same size as LaGuardia Airport's two new terminals combined.

The New Terminal One will be a 23-gate, state-of-the-art, international-only terminal. Sustainably designed and future-focused, the terminal will feature expansive, naturally lit public spaces, cutting-edge technology, and an array of amenities, all designed to enhance the customer experience and compete with some of the highest-rated airport terminals in the world.

Who we are looking for:

We are seeking an experienced IT Operations Manager to support 24/7 Airport Terminal IT Operations mission-critical systems, oversee daily business service support resources, and manage customer relationships with a focus on continuous improvement and adherence to ITIL standards and best practices.

The IT Operations Manager will work closely with the Director of IT Operations and all cross-functional IT teams to enhance overall IT performance. The role will support the International Terminal Operations Command Center (ITOCC), Terminal Operations teams, and the New Terminal One office locations.

What you’ll be doing:

• Oversee coordinate day-to-day business service support activities and of mission-critical applications.
• Ensure high availability and performance of IT services
• Develop and implement ITIL-based processes and best practices
• Build, improve, and maintain close working relationships with all stakeholders
• Lead and mentor a team of outsourced IT support professionals
• Collaborate with stakeholders and customers to identify and address service improvement opportunities.
• Monitor and report on service performance metrics.
• Coordinate incident and problem management activities.
• Ensure compliance with security policies and procedures
• Oversee IT monitoring using ServiceNow as a platform
• Manage Change, Knowledge, and Incident Management processes
• Coordinate O&M vendors to provide support during outages and incidents
• Develop and implement IT policies and maintain documentation
• Ensure network security and compliance in coordination with other IT team.
• Manage and oversee the IT Service Desk operations.
• Develop and maintain disaster recovery plans.
• Conduct capacity planning for future growth in coordination with other IT teams.
• Provide training and development for the IT support team.
• Oversee the installation, configuration, and maintenance of operating systems, software, and hardware
• Monitor system performance and address issues as they arise.
• Ensure system documentation is developed and maintained
• Collaborate with other IT teams to support infrastructure and application needs.
• Provide technical support and guidance to end-users.

Qualifications:

Required Qualifications:

• 5 years of experience in IT operations management.
• Strong knowledge of ITIL standards and best practices.
• Experience with mission-critical application support.
• Excellent leadership and team management skills.
• Strong problem-solving and analytical abilities.
• Effective communication and interpersonal skills.
• Willingness to work flexible hours, including nights, weekends, and holidays.

Preferred Qualifications:

• ITIL certification (e.g., ITIL Foundation, ITIL Practitioner).
• Experience with cloud computing platforms (e.g., AWS, Azure)
• Project management certification (e.g., PMP, PRINCE2)
• Working knowledge and experience with Airport Terminal systems
• Bachelor’s degree in information technology, Computer Science, or a related field.

Where will you work:

This role will be hybrid and is currently located in Building 111 at JFK Airport. As NTO progresses towards its operational phase, your role may transition to the terminal, where you will be directly involved in the day-to-day activities of this state-of-the-art international terminal.

This role requires a valid Secure Worker Access Consortium (SWAC) clearance and/or Security Identification Display Area (SIDA) badge, which will be obtained and maintained throughout employment. Successful candidates will be subject to a background check and other security clearance procedures. Candidates who cannot obtain and maintain this credential will not be considered for employment.

What we offer:

• Competitive Medical, dental, and vision insurance
• Health Savings and Reimbursement Accounts HSA/HRA
• Flexible Spending Accounts (FSA)
• Generous Commuter Benefits
• Group Life and Accidental Death and Dismemberment Insurance
• Short and Long-Term Disability Insurance
• Competitive 401k matching
• Discount and other perks through partner programs

Our values and commitment:

We do not discriminate in employment based on race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor. We celebrate diversity and are committed to creating an inclusive environment for all employees.

The New Terminal One consortium of labor, operating, and financial partners is led by Ferrovial, JLC Infrastructure, Ullico, and Carlyle. The New Terminal One is being built by union labor and we are committed to local inclusion and labor participation, focusing on diversity and capacity-building opportunities, including ambitious participation goals of 30% for minority and women-owned enterprises, 10% for local business enterprises and 3% for service-disabled veteran-owned businesses.

To learn more about the New Terminal One at JFK International Airport, visit https://portauthoritybuilds.com/redevelopment/us/en/jfk/planned-projects/terminal-1.html