Service Desk Supervisor

Date Posted:

2024-12-10

Country:

United States of America

Location:

MA135: Innovation Dr Tewks Bdg 300 836 North Street Building 300, Tewksbury, MA, 01876 USA

Position Role Type:

Onsite

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.

To realize our full potential, RTX is committed to creating a company where all employees are respected, valued and supported in the pursuit of their goals. We know companies that embrace diversity in all its forms not only deliver stronger business results, but also become a force for good, fueling stronger business performance and greater opportunity for employees, partners, investors and communities to succeed.
 

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

What You Will do:

The Facilities Service Desk Supervisor is responsible for the delivery of services to all locations managed by the Enterprise Services Real Estate Facilities Management team.  The Supervisor will manage the day-to-day operations of the Raytheon East Facilities Service Desk and support the Facility Operations Manager in the development and implementation of services and technology.  Responsibilities will include, but are not limited to the following:

• Supervise a team of Customer Service Representatives including staffing, performance, and talent development.
• Manages, develops, and implements all processes associated with the RMD Service Desk to include the Corrective and Preventive Maintenance process.
• Responsible to ensure all processes are aligned with Company Directives and Standard Procedures, as well as adhering to all Federal, State, and local requirements.
• Develop and implement Preventive Maintenance plans.
• Assist in the development of reports as well as fulfilling on demand data requests in support of internal and external audits.
• Frequent interface/partnering with Raytheon Facilities, Quality, Operations, EHS, and Security Leadership.
• Support the development and management of the Computerized Maintenance Management System (CMMS). 
• Responsible for providing training to the Service Desk staff and site personnel on the use of the CMMS and associated business processes.
• Support the development and implementation of new services and technology across the Facilities organization.
• Assist the Service Desk Manager and Site personal with other duties as required.

Qualifications You Must Have:

• This position typically requires a bachelor’s degree in communications, marketing, business, or related field and 2 or more years of relevant experience gained in a facilities setting. In lieu of a degree a combination of 6 years relevant work experience and education or certification in lieu of a degree may be considered.
• At least 1 year experience in a Service or Call Center environment handling difficult situations and resolving client/customer issues.
• U.S. citizenship is required, as only U.S. citizens are authorized to access the financial management system due to government contractual requirements

Qualifications We Prefer:

• At least 1 year in a leadership or supervisory role.
• Prior experience or knowledge of SAP and/or Maximo software as well as working knowledge of Microsoft office suite.
• Excellent written and verbal communications skills.
• Experience interfacing with all levels within an organization.
• Prior experience in the use and development of data reporting software.
• Basic SQL database/query experience.

Location/Type: On site Tewksbury MA  

• Onsite: Employees who are working in Onsite roles will work primarily onsite. This includes all production and maintenance employees, as they are essential to the development of our products.

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 p