Vacancy caducado!
Date Posted:2020-10-13-07:00Country:United States of AmericaLocation:UT2: 9 Farm Springs 9 Farm Springs, Farmington, CT, 06034 USARaytheon TechnologiesRaytheon Technologies Corporation is an aerospace and defense company that provides advanced systems and services for commercial, military and government customers worldwide. It comprises four industry-leading businesses – Collins Aerospace Systems, Pratt & Whitney, Raytheon Intelligence & Space and Raytheon Missiles & Defense. Its 195,000 employees enable the company to operate at the edge of known science as they imagine and deliver solutions that push the boundaries in quantum physics, electric propulsion, directed energy, hypersonics, avionics and cybersecurity. The company, formed in 2020 through the combination of Raytheon Company and the United Technologies Corporation aerospace businesses, is headquartered in Waltham, Massachusetts.Digital Workplace Operations ManagerRTX, a digital organization is leading a transformation across its Digital Workplace. In order to successfully deliver on that goal, we must have efficient and sustained operations across all end-user areas. As this organization continues to grow, we need to build sustainable practices that support the users as they adapt to the new changes.This role will lead direct customer (end-user) delivery of services in the end-user space. Working with vendors or with internal staff/contractors, deliver end-user services against service levels to RTX personnel based at sites throughout the Americas.Drive operational improvements, customer satisfaction, share best practices, and recommend innovative solutions to business challenge. The successful candidate will be customer-focused with excellent time management skills. This leader is self-motivated, friendly and has a passion to support customers in an efficient and effective manner.ResponsibilitiesFunctional responsibilities include but are not necessarily limited to the following:Accountable for meeting key performance indicators, preparing and achieving substantial results for multiple sites.
Lead staff in providing on-site break-fix, IMAC, how-to services in a walk-in setting to RTX staff and contractors. Guide clients through service issues remotely via SCCM remote access or by phone when customers are traveling domestically or globally. Provide local campus desk-side servicing for non-portable devices, printers, network, etc.
Support for Windows based Software such as MS Office 365, Windows 10, and other standard RTX software. Also support for a limited number of MAC users.
Manage assets and consumables for the site (laptops, desktops, mobile devices, accessories, printer toner, etc.)
Utilize online tools (AD, ServiceNow, SCCM, SCOM, JAMF, etc.) to proactively monitor client technologies and affect resolution to end-user incidents.
Quickly assess customers’ support needs when they engage and provide resolution.
Maintain flexibility to regularly rotate through different technical specialties & skill sets.
Ability to thrive on change as new technologies are introduced.
Communicate effectively with customers, staff, contractors, vendors and peer groups to minimize outages and increase the effectiveness of technology use.
Manage the Lounge participation as an extension to the RTX Help-Desk during periods of high volume or major outages. As well as providing remote support services from a secondary site or home as may be required (e.g. bad weather events, travel)
Create knowledge articles for the service desk to prevent unnecessary delays in resolving issues at first call.
Participate in providing after-hours on-call servicing on a rotational basis with your team members.
Must be able to manage performance and develop remote advisors through one-on-ones, check-ins, contact evaluations, and feedback.
Key Skills and Experience:This position requires an individual with strong supervisory or managerial background and ability to manage an organization with partner teams positioned in multiple geographical locations. Emphasis on servicing and resolving user needs in timely manner, while presenting a friendly, calm and knowledgeable presence.Must have experience in managing service desk as well as deskside and walk-in centers.Consolidate all Digital Workplace Operations into one group for the following areas:Office 365
Exchange
Collaboration
Mobile
Desktop
Devices
Executive Support
Non-help desk support
Develop training, KA, and KT documentation for end users and support staff.
Build a change management training model to leverage current support structures to provide world class end-user training.
Build strong relationships across other organizations to ensure changes are managed and fully understood.
Experience within the following support environments; Microsoft, Apple, and Unix
Own all escalations for Digital Workplace and bring in engineering teams when needed.
Ensure operations for Digital Workplace is consistent.
Core CompetenciesExperienced in organizational and business change management and leading operations at scale across a global enterprise.
Strong background in managing vendor.
Results-oriented with strong written and oral communication and customer focus.
Ability to deal well with ambiguous and undefined problems.
Independent leader with excellent internal network of key resources to ensure delivery on results with a sense of urgency.
Candidate must be legally authorized to work in the United States.
Education and Certifications8 Years Experience with BS or BA Degree in a technical program desiredOr Advanced Degree with 5 years experience desiredLocation:Newington, CT(REMOTE WORK AVAILABLE)Required Status:US Citizen or US Person required as work may involve visibility to ITAR related projects.Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.Privacy Policy and Terms:Click on this link to read the Policy and TermsRaytheon is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, age, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.
Vacancy caducado!