Raytheon Technologies Manager, IMS Service Desk in Annapolis, Maryland
United States of America
HMD31: Annapolis, MD 2551 Riva Road , Annapolis, MD, 21401-7435 USA
Collins Aerospace Information Management Services has an exciting opportunity available for an experienced Service Desk Manager. As the Service Desk Manager within the IMS Customer Operations department you will have responsibility for leading our front-line customer support team in serving a broad spectrum of customers across the Aviation and transportation industries. Located in Annapolis, Maryland, the IMS Service Desk is charged with fielding incidents and requests from external customers to resolve incidents or escalate them to the Network Operations, Cyber Security Operations, Aircraft Connectivity Support, or various other Tier 2, Tier 3, and business unit teams. The focus is on our production systems and services that offer efficiencies across commercial aviation, business and government aviation, as well as airports and the railroad industry. In this role, you can develop your skills and apply your expertise to ensure the Service Desk team achieves high standards while managing change and expectations with internal business unit customers.
Roles & Responsibilities:
Lead a team of 12 Service Desk agents/technicians providing 24/7 live support of IMS’ customers across Commercial Aviation, Business Aviation, Airports, Railroad, and Critical Infrastructure industries with potential for expansion
Coach, mentor, and develop staff to drive engagement, expand their technical skillsets, and aid in career development
Uphold company values
Develop and maintain a culture on the Service Desk to provide exceptional customer service to all end customers, ensuring a positive customer experience
Contribute to strategic planning efforts within IMS Operations senior management to include molding the requirements for the Service Desk moving into a new ITSM toolset
Develop Key Performance Indicators for the Service Desk to include metrics for First-Contact Resolution, Mean Time To Resolve, and customer satisfaction to present regularly to senior management
Oversee team response to customer requests, incidents, and Operations Center incident workflows on a daily basis
Proactively monitor staff phone availability, response times, and call-answer rates
Develop service standards and processes to ensure Service Desk performance meets agreed-upon Service Level Agreements that exist between the business portfolios and Operations
Oversee and influence software tools and configurations that enable the team's core processes
Work with the Operations Center Project Manager, senior managers, product line leaders, and program managers to intake new services for support, modify existing services, and ensure a quality support model is implemented and continuously improved
Attend regular cadence meetings with management, product owners, and business portfolio support personnel to both receive and give feedback related to service support and improvement
Ensure Service Desk personnel are appropriately trained, that training is documented and employee proficiency is assessed regularly
Manage the team schedule to ensure adequate coverage to meet 24/7 operations and respond to changes in customer demand for support
Bachelor’s degree and 8 years of prior relevant experience OR
Advanced Degree in a related field and minimum 5 years experience OR
In absence of a degree, 12 years of relevant experience is required
10+ years experience leading a 24x7x365 global Service Desk/Help Desk
ITIL v3 or V4 Foundation certification
Previous leadership experience (manager or above) with teams of 10+ individuals
Highly organized and capable of meeting and exceeding deadlines
Ability to work both independently and as part of a management team
Experience using ITSM software, preferably Remedy, ServiceNow, or other similar platforms
Experience in creating, tracking, and reporting on SLA’s and KPI’s
Demonstrated experience improving service desk performance
ITIL Practitioner certification and/or training
Experience leading on-site and remote/hybrid environments to include teams dispersed globally
Collins Aerospace, a Raytheon Technologies company, is a leader in technologically advanced and intelligent solutions for the global aerospace and defense industry. Collins Aerospace has the capabilities, comprehensive portfolio and expertise to solve customers’ toughest challenges and to meet the demands of a rapidly evolving global market.
Our Avionics team advances aviation electronics and information management solutions for commercial and military customers across the world. That means we’re helping passengers reach their destination safely. We’re connecting aircraft operators, airports, rail and critical infrastructure with intelligent data service solutions that keep passengers, flight crews and militaries connected and informed. And we’re providing industry-leading fire protection and safety systems that our customers can count on when it matters most. Are you ready to learn from the most knowledgeable experts in the industry, develop the technologies of tomorrow and reach new heights in your career? Join our Avionics team today.
Collins Aerospace Diversity & Inclusion Statement:
Diversity drives innovation; inclusion drives success. We believe a multitude of approaches and ideas enable us to deliver the best results for our workforce, workplace, and customers. We are committed to fostering a culture where all employees can share their passions and ideas so we can tackle the toughest challenges in our industry and pave new paths to limitless possibility.
WE ARE REDEFINING AEROSPACE.
Some of our competitive benefits package includes:
Medical, dental, and vision insurance
Three weeks of vacation for newly hired employees
Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option
Life insurance and disability coverage
Optional coverages you can buy: Pet Insurance, Home and Auto, additional life insurance, accident insurance, critical illness insurance, group legal
Ovia Health, fertility and family planning
Employee Assistance Plan, including up to 5 free counseling sessions
Redbrick - Incentives for a Healthy You
Doctor on Demand, virtual doctor visits
Best Doctors, second opinion program
Nothing matters more to Collins Aerospace than our strong ethical and safety commitments. As such, all U.S. positions require a background check, which may include a drug screen.
Background check and drug screen required (every external new hire in the U.S.)
Drug Screen only performed on re-hires who have been gone for more than 1 year
At Collins, the paths we pave together lead to limitless possibility. And the bonds we form – with our customers and with each other -- propel us all higher, again and again.
Apply now and be part of the team that’s redefining aerospace, every day.
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.
Click on this link (http://www.rtx.com/privacy/Job-Applicant-Privacy-Notice) to read the Policy and Terms
Raytheon 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.