UTRC End User Services Manager

United Technologies   •  

East Hartford, CT

Industry: Transportation


8 - 10 years

Posted 54 days ago

Position Summary:

UTRC is currently seeking a End User Services Manager. The candidate will report to the Director of Digital Technology, UTRC.

Key Job Responsibilities:

  • Work, manage and lead onsite, third-party contractors to provide desktop support to UTRC staff
  • Collaborate with UTRC ITSM manager to transition to ServiceNow platform for requests, knowledge and IT Asset Management (ITAM)
  • Collaborate with customers and existing UTRC Digital team to define areas of desktopsupportimprovements, implement new strategies and implement process improvements to the following areas:
    • Triage issues concerning end user issues including incidents and service requests
    • Troubleshoot the end user’s issues – is this redundant to above?
    • Password resets
    • Permission level requests
    • Problem escalation requests
    • Mobility support
    • MacOS support
    • End user communication
  • Represent UTRC with UTC Corporate-wide End User Services initiatives and implement those initiatives. This includes self-service options and building the requiredsupport model.
  • Conduct pilots to determine viability of new technologies and products
  • Provide excellent customer service and work withcontractors to develop the UTRC Walk-in Center as a one-stop shop for End User Services
  • Effective communications and ability to work in a high-pressure environment to help provide consistently high-quality service and support to end users
  • Ability to foster relationships with end users and other IT service and support subject-matter experts from Level 2 and Level 3

Qualifications & Competencies:

  • US Citizen status required
  • At least 7 years of experience in DT infrastructure, End User Services and/or Operations
  • Experience with ServiceNow is a plus
  • ITIL Foundations certified or relevant experience operating in an ITIL enterprise
  • Agile Project management experience is a plus
  • Experience deploying solutions compliant with regulations such as DFARS/NIST 800-171, US Govt regulations, and International Trade Compliance

Education & Experience:

  • Bachelors degreepreferred. Relevant work experience may be considered in lieu of a degree.
  • Advanced degree is a plus

Job ID 01303200