Assc Director Digital Technology Service Desk Lead

Lead Dt ServiceDesk

RTX Corporation is an Aerospace and Defense company that provides advanced systems and services for commercial, military and government customers worldwide. It comprises three industry-leading businesses – Collins Aerospace Systems, Pratt & Whitney, and Raytheon. Its 185,000 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.

The following position is to join our RTX Corporate, Enterprise Services, Research Center or BBN team:

Lead the global DT ServiceDesk function, integrating the performance of the managed service provider with the strategic goals of the enterprise. This role is both strategic and operational – setting direction, driving accountability, and ensuring consistently high-quality end-user experience by the Level 1 Desk. You will ensure the Managed Service Provider (MSP) delivers on all critical Service Level Agreements (SLA's) and Key Performance Indicators (KPIs) as you strategically advance and ready the desk for the future. Focusing on elevating service maturity, and reducing inbound volume, while designing and executing shift-left strategies including a Tier 0/L0 AI Chatbot, and other Self-Service capabilities will be key to the success of the service and this role.

What you will do:

• Identify opportunities for improving service desk and partner across enterprise global infrastructure services team to implement.
• Define and monitor key performance indicators across global service desk operations, partnering with problem management and Knowledge to ensure continues improvement
• Develop and implement ways to continue to shift left, focus on self-service and drive new solutions within the virtual agent space
• Collaborate with service owners to identify and improve processes to deliver on an enhanced end user experience
• Manage ServiceDesk relationships and business partners, ensuring execution of contractual SLA's & KPI's

What you must have:

• Bachelor's degree in Information Technology or related technical field with 7+ years of Digital Technology experience
• 6 years of IT support/Desk experience and at least 2 years in a supervisory or lead
• U.S. Citizenship is required, as only U.S. Citizens are authorized to access information under this program/contract.

Qualifications We Prefer:

• Proficient in areas of problem, incident, change and configuration management processes
• ITIL certified
• ServiceNow
• Project management and oversight skills

Work Location

This is a Hybrid role, eligible candidates must reside within commuting distance from any major RTX location.

What We Offer:

Whether you're just starting out on your career journey or are an experienced professional, we offer a robust total rewards package with compensation; healthcare, wellness, retirement and work/life benefits; career development and recognition programs. Some of the benefits we offer include parental (including paternal) leave, flexible work schedules, achievement awards, educational assistance and child/adult backup care.

The salary range for this role is 147,000 USD - 295,000 USD. The salary range provided is a good faith estimate representative of all experience levels. RTX considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate's work experience, location, education/training, and key skills. Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, employee assistance program, Employee Scholar Program, parental leave, paid time off, and holidays. Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement. Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company's performance. This role is a U.S.-based role. If the successful candidate resides in a U.S. territory, the appropriate pay structure and benefits will apply. RTX anticipates the application window closing approximately 40 days from the date the notice was posted. However, factors such as candidate flow and business necessity may require RTX to shorten or extend the application window.

RTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. RTX provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act.