Service Desk Supervisor

Raytheon Technologies-posted about 1 year ago
$64,000 - $128,000/Yr
Part-time • Mid Level
Tewksbury, MA
10,001+ employees
Computer and Electronic Product Manufacturing
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The Facilities Service Desk Supervisor at Raytheon Technologies is responsible for overseeing the delivery of services across various locations managed by the Enterprise Services Real Estate Facilities Management team. This role involves managing the day-to-day operations of the Raytheon East Facilities Service Desk, ensuring alignment with company directives, and supporting the Facility Operations Manager in implementing services and technology. The supervisor will lead a team of Customer Service Representatives, develop preventive maintenance plans, and interface with various departments to enhance service delivery.

  • Supervise a team of Customer Service Representatives, including staffing, performance, and talent development.
  • Manage, develop, and implement all processes associated with the RMD Service Desk, including the Corrective and Preventive Maintenance process.
  • Ensure all processes align with Company Directives and Standard Procedures, adhering to Federal, State, and local requirements.
  • Develop and implement Preventive Maintenance plans.
  • Assist in the development of reports and fulfill on-demand data requests for audits.
  • Interface with Raytheon Facilities, Quality, Operations, EHS, and Security Leadership.
  • Support the development and management of the Computerized Maintenance Management System (CMMS).
  • Provide training to Service Desk staff and site personnel on 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 personnel with other duties as required.
  • Bachelor's degree in communications, marketing, business, or related field, or a combination of 6 years relevant work experience and education or certification in lieu of a degree.
  • At least 2 years of relevant experience in a facilities setting.
  • 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.
  • At least 1 year in a leadership or supervisory role.
  • Prior experience or knowledge of SAP and/or Maximo software.
  • Working knowledge of Microsoft Office Suite.
  • Excellent written and verbal communication 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.
  • Paid holidays
  • Disability insurance
  • Health insurance
  • Dental insurance
  • Flexible spending account
  • Tuition reimbursement
  • Paid time off
  • Parental leave
  • Employee assistance program
  • Vision insurance
  • 401(k) matching
  • Flexible schedule
  • Life insurance
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