E - enabled Digital Services Support Manager (1st Shift)

E-Enabled Digital Services Support Manager (1st Shift)

The Boeing Company Boeing Digital Services Customer Support is currently looking for an IT Manager to join their team. This position will focus on supporting the Boeing Global Services (BGS) business Technical Operations organization in Seattle, WA or Englewood, CO.

The successful candidate will understand the importance of collaboration as this position will focus on working directly with the various product and support teams to ensure the success of our support team.

Position Responsibilities:

• Lead and manage the day-to-day operations of the Digital Support team
• Participate in workshops and meetings to ensure proper support representation
• Coach, mentor and guide support staff to ensure they are empowered to do their work and remove any roadblocks
• Identify areas of improvement when technology can assist clients in achieving desired outcomes and play a central role in developing the roadmap and strategy for identified initiatives
• Ensure exceptional service delivery and customer satisfaction are being delivered by our support teams
• Own outcome delivery to clients, including the full lifecycle from on-boarding to service operations, by understanding the client business success criteria, issues and problems
• Uses consultative skills and understanding of technology to explain business requirements and objectives
• Work closely and collaborate with other teams to improve service delivery, system stability and customer experience
• Perform regular risk and trend analysis to help support identify and mitigate any risks associated with our products and services
• Validation and tracking of value delivered and outcomes expected by the delivered solution(s)
• Develop and achieve the support and services goals to support the organizational vision
• Contribute to the support strategy to ensure the appropriate support handoff; continuously improve and evolve knowledge management and production readiness
• Tasks and projects as assigned

Basic Qualifications (Required Skills/Experience):

• 2+ years of experience in a 24x7 support organization
• 2+ years experience using software applications in support of aircraft maintenance solutions
• 2+ years Leading Teams/Crews

Preferred Qualifications (Desired Skills/Experience):

• 5+ years of experience in a 24x7 support organization
• 3+ years of experience leading teams in a support organization
• Leadership experience
• Project Management
• Knowledge of Boeing Maintenance and MRO products and services
• Knowledge of Software as a Service methodology and support
• 3+ years tracking KPI and Metrics for Support teams and Leadership reviews
• Knowledge of Customer Satisfaction (CSAT) scoring techniques

Boeing is a Drug Free Workplace where post offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol when criteria is met as outlined in our policies.

At Boeing, we strive to deliver a Total Rewards package that will attract, engage and retain the top talent. Elements of the Total Rewards package include competitive base pay and variable compensation opportunities.

The Boeing Company also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work.

The specific programs and options available to any given employee may vary depending on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.

Pay is based upon candidate experience and qualifications, as well as market and business considerations.

Summary Starting Pay Rate: $131,750 - $178,250 annually