Workplace Services Lead

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Job Description:

Pratt & Whitney is working to once again transform the future of flight—designing, building, and servicing engines unlike any the world has ever seen. And because transformation begins from within, we’re seeking the people to drive it. So, calling all curious.

Come ready to explore and you’ll find a place where your talent takes flight—beyond the borders of title, a country, or your comfort zone. Bring your passion and commitment and we’ll welcome you into a tight-knit team that takes our mission personally. Channel your drive to make a difference into shaping an organization and an industry that’s evolving fast to the future.

At Pratt & Whitney, the difference you make is on display every day. Just look up. Are you ready to go beyond.

Role Summary
As the Digital Technology, Workplace Services Lead, you will lead the Field Services Support team under our managed services contract. This role combines strategic leadership, process governance, and hands-on technical support, with a focus on continuous process improvement and effective customer engagement.

Key Responsibilities

• Lead and mentor the Field Services Support team to deliver high-quality digital workplace services to business users.
• Conduct technical and process training for technicians on new RTX processes, tools, SOPs, and technology enhancements.
• Serve as the primary escalation point for incident resolution, collaborating closely with business users, service owners, and site technicians to ensure timely and effective solutions.
• Track and drive the resolution of aging tickets by working with the helpdesk and service owners to meet service-level agreements.
• Monitor and analyze site Key Performance Indicators (KPIs) for incident and service request management, implementing improvements where necessary.
• Provide software installation and troubleshooting support to site technicians as needed to minimize downtime.
• Oversee and govern the employee onboarding and exit processes to maintain operational integrity and compliance.
• Collaborate cross-functionally with RTX Workplace Services, Endpoint Management, Collaboration Services, and Desktop Engineering teams to ensure efficient delivery of enterprise-level services.
• Partner with RTX Hardware and Software Asset Management teams to maintain accurate and up-to-date Configuration Management Database (CMDB) records.
• Work with business leaders to capture future requirements and plan hardware and software license inventories accordingly.
• Oversee mobile device inventory management with regular reviews to ensure accuracy and accountability.
• Lead PC refresh initiatives across all sites, ensuring asset compliance and optimal technology lifecycle management.

Skills and Expertise

• Proven experience in Desktop Operations and IT Service Management within an enterprise environment.
• Expertise in Asset Management, including CMDB maintenance and software/hardware inventory controls.
• Strong knowledge of enterprise initiatives, mobile device management, voice/telephony systems, printing solutions, and conference room technology.
• Demonstrated leadership skills with the ability to manage, mentor, and develop technical teams effectively.
• Excellent communication skills for engaging directly with customers and managing escalations professionally.
• Strong process orientation with emphasis on governance, continuous improvement, and operational excellence.
• Experience working with ITSM tools (preferably ServiceNow) and collaborating across IT support and engineering teams.

Qualifications

• Bachelor’s degree in information technology, Computer Science, or a related field.
• 7–10 years of relevant experience in workplace services, IT service management, or desktop support leadership roles.
• ITIL or related service management framework certifications are preferred.

In addition to transforming the future of flight, we are also transforming how and where we work. We’ve introduced role types to help you understand how you will operate in our blended work environment. This role is:

• Hybrid: Employees who are working in Hybrid roles will work regularly both onsite and offsite. This means that responsibilities of the job need to be performed onsite on a regular basis.
• Travel 10%

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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