Field Services Support Lead

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Raytheon Technologies

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 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.

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 fulfilment via company ticketing system.

• 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.

Experience/Qualifications

• 8+ years of relevant experience and/or a bachelor’s degree and 6 years of relevant experience
• ITIL certification
• Strong organizational, interpersonal, analytical, verbal, and written communication skills are essential.
• Ability to build and maintain customer relationships; strong team player, able to meet deadlines and adjust to changing priorities.
• Ability to multi-task and work independently, as well as work collaboratively with teams, some of which may be geographically distributed.
• Problem solving and analytical abilities including the ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details and apply sound business knowledge.
• Support for Windows based Software such as MS Office 365, Windows 10, MAC OS, and other standard software.

Certifications

Any of the following certifications, in good standing, considered an advantage:

• Certified in ITIL
• Certifications in Microsoft Office Application a plus

Education:

• Bachelor’s degree or relevant 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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