IT Manager - Terminal Operations Technology #0209

Our client is a highly regarded airport operations specialist based in Chicago, with more than 35 years of experience delivering niche airport management services. The business is particularly well known for its expertise in slot coordination, schedule facilitation, and day-of-operations oversight at Chicago O’Hare International Airport, one of the most demanding and high-traffic aviation hubs globally. Acting on behalf of the Chicago Department of Aviation, the organisation has also played an important role in O’Hare’s ongoing modernisation programme, including the rollout of a new cloud-based digital operations platform.

This opportunity has been newly introduced at the request of the Chicago Department of Aviation. The IT Manager — Terminal Operations Technology will take ownership of the Common Use Passenger Processing System environment at O’Hare, supporting the technology that underpins airline check-in, boarding, and gate activity across shared-use airport facilities. The successful individual will be responsible for system reliability, configuration oversight, and stakeholder coordination to help maintain smooth, round-the-clock airport operations.

This is a prominent appointment offering meaningful exposure across the airport ecosystem. It provides the chance to help define processes, influence operational strategy, and establish best practice in a newly created function. The successful candidate will be given a high degree of accountability and independence, with the opportunity to build trusted relationships across airlines, airport stakeholders, government bodies, and third-party technology partners.

Key Responsibilities

Airline Services & Stakeholder Coordination

• Support user training initiatives and work closely with airport teams to help ensure efficient and uninterrupted operations.
• Manage airline onboarding and offboarding activities within the CUPPS environment, including carrier-specific setup and operational communications such as updates, outages, and testing windows.

System Operations & Administration

• Oversee asset lifecycle activities and coordinate issue resolution across relevant stakeholder groups, including root-cause follow-up where required.
• Track system health, daily service availability, and operational performance, while managing configurations, environments, maintenance schedules, and future scaling needs.

Integration & Interface Management

• Carry out end-to-end integration testing, coordinate post-change training, and troubleshoot data exchange issues across stakeholder groups.
• Maintain and update a central inventory of CUPPS, airline Departure Control Systems, and associated interfaces, ensuring documentation is current and interface changes are properly managed.

Security & Access Control

• Liaise with the CUPPS technology provider on security-related matters, scheduled maintenance, and remediation of vulnerabilities, while escalating critical incidents to the Chicago Department of Aviation without delay.
• Partner with CDA IT on monitoring, identity governance, and incident response activities, while overseeing access provisioning and recurring user access reviews.

Training, Documentation & Reporting

• Produce monthly performance reporting for CDA Operations, monitoring service levels, incident patterns, and SLA performance to support ongoing improvement.
• Keep training materials, procedures, and operational documentation up to date, and communicate relevant schedule or process changes to stakeholders.

Requirements:
Essential

• Demonstrated experience working with cross-functional stakeholder groups, including airlines, ground handlers, vendors, and airport operations teams.
• Strong working knowledge of passenger processing activities within an airport setting, including check-in, boarding, gate operations, and kiosk environments.
• Proven experience in airport IT systems, airline technology, or common-use platforms, with at least five years in a relevant environment.
• Bachelor’s degree in Information Systems, Computer Science, Aviation Management, or a related discipline, or equivalent professional experience.
• Experience administering system configurations, user access, and device estates.
• Strong analytical, communication, and problem-solving skills, both written and verbal.
• Understanding of integrations and data exchange across airport and airline technology systems.
• Ability to manage technical vendors and coordinate operational activity within a regulated, 24/7 environment.
• Experience with performance monitoring, incident management, and SLA oversight.
• Eligibility to obtain an O’Hare Airport Security Badge and Customs Clearance.

Preferred

• Knowledge of IATA common-use standards, including RP 1797 and CUPPS architecture.
• Experience with CUTE platforms or airline Departure Control Systems.
• Hands-on exposure to CUPPS-certified technologies such as SITA, Amadeus, ARINC/Collins, or Sabre.
• Familiarity with cybersecurity controls and access management in regulated or airport-based settings, supported by certifications such as Security+, CISSP, or similar.
• Project management certification such as PMP or PRINCE2, or equivalent practical experience.
• ITIL certification or strong working knowledge of IT service management principles.
• Microsoft certifications covering areas such as Windows Server, Azure, or Endpoint Management, and/or Cisco certifications such as CCNA or CCNP.

Benefits:
• 401(k) retirement plan with company match.
• Company-funded healthcare cover, with 100% of employee premiums paid.
• Annual salary of $130,000.
• Paid parking at Chicago O’Hare International Airport.
• 10 days of annual leave, 5 paid personal days, and 5 paid sick days.

Why This Role

Meaningful Impact: This is a newly created, high-visibility position where your decisions directly impact millions of travelers passing through one of the world's busiest airports. You will shape processes and strategy from the ground up.

Trusted Ownership & Autonomy: You will be empowered to make decisions, bring new ideas, challenge the status quo, and own results end-to-end in a role built on a foundation of trust and accountability.

Career Growth: Designed to evolve as you grow, this role offers a clear path toward expanding ownership, strategic leadership responsibilities, and increasing influence over time.

Values-Driven Culture: Join an inclusive, collaborative, trust-based organization grounded in integrity, excellence, and mutual respect — where employees feel heard, supported, and connected to a larger purpose.

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