Enterprise Operation Lead

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Raytheon 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, 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 Arlington, VA.

To realize our full potential, Raytheon Technologies is committed to creating a company where all employees are respected, valued and supported in the pursuit of their goals. We know companies that embrace diversity in all its forms not only deliver stronger business results, but also become a force for good, fueling stronger business performance and greater opportunity for employees, partners, investors and communities to succeed.

Do you want to be part of a new, exciting initiative to combine foundational IT with new digital technologies? Our Digital Technology (DT) team is driving business efficiencies and a better customer experience by connecting technologies, people, information and processes. From making aircraft more electric, intelligent and integrated to building new software platforms such as Internet of Things, big data, artificial intelligence, there’s no better place to be right now than in digital. If you’re an agile thinker who enjoys utilizing modern technology to make big improvements, then you’re a perfect fit for this team. Join Raytheon Technologies and help us revolutionize the aerospace industry today!

Job Description:

Following direction from the Regional Manager, this role will lead a field technical support group that covers specific sites and possibly local geographic region. Responsible for close interactions with site business partners and leadership to fully understand and align IT support with business goals. This role will be required to manage and lead specific support aspects of the site including but not limited to desktop support, IT support, local aspects of infrastructure and physical asset management. This role will require deep technical knowledge to assist in incident resolution and request fulfillment via company ticketing system.

Principal Responsibilities:

• Leads and supports the local IT infrastructure support teams to meet the needs of the business. Participates in the regional business and IT planning process to provide input and solicit expectations with regards to future IT support
• Liaison with BU Site Leader for site support services
• Provides technician performance reviews for improved service delivery.
• Reviews Site Data Metrics/KPI’s to proactive resolve current and future issues
• Works alongside site technicians to resolve tickets in queue when required.
• Site Technical SME, able to train and onboard new technicians.
• Oversee, coordinate, and/or provide support for satellite sites in their region.
• Meet with Regional Manager, BU site leader, and onsite technicians consistently to review performance at site, including ticket data, staffing needs, and other key performance indicators.
• Meet with other ESL’s and BU site leaders across the enterprise to share knowledge and best practices.
• Delivers initiatives and projects and ensures local service operation performance achieves established SLA goals.
• Ensures that there are consistent, standardized processes in place locally for managing IT escalations, issues resolution, staff mentoring and financial and IT planning.
• Serves as the site business conduit for local escalations related to support, services and delivery.
• Performs proactive analysis on all factors impacting availability and service level attainment.
• Ensures IT services are available and operational is all areas of responsibility.
• Performs other related duties as required.

Preferred Qualifications:

• 10 years’ experience with a broad background to various infrastructure technologies including servers and networks, desktop technologies including hardware and software, and strong troubleshooting skills.
• ITIL Foundations, A+, MCSE, Net+, PMP or other technical and professional certifications desired. Demonstrated experience in service-focused technical environment.
• Demonstrated strong customer service skills and people leadership skills.

Education:

• Typically requires a university degree or equivalent experience and minimum of 7 to 8 years prior relevant experience or an advanced degree in a related field and minimum 3 years experience.

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.

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