UTRC End User Services Manager

United Technologies   •  

East Hartford, CT

Industry: Transportation


8 - 10 years

Posted 27 days ago

United Technologies Corporation (UTC) was founded by some of the world’s greatest inventors. We helped build the Second Industrial Revolution and brought about a century of urbanization and globalization. Now we need your help to build the next one.

Tech@UTC is the UTC technology organization, comprised of the global engineering function, several focused centers of expertise, our skunkworks organization – United Technologies Advanced Projects (UTAP), and our advanced Research & Development lab – United Technologies Research Center (UTRC). By combining a passion for science with precision engineering, we create smart, sustainable solutions that prove we can do the big things the right way. We put the “T” in UTC.

The United Technologies Research Center (UTRC) is the corporate research center of UTC, operating at the leading edge of commercial and military aviation, aerospace systems, climate control, elevator design, and security and fire protection. At UTRC, we create new ideas and opportunities by collaborating across time zones, geographies and cultures. We are a community of high performing inventors, innovators, thinkers, manufacturers, motivators, leaders, problem solvers, dreamers and achievers. We work with universities, external research organizations, and global business units to identify, develop and demonstrate innovative technology solutions, products, services and intelligent systems. We are looking for scientists and engineers who have a passion for innovation and a high tolerance for ambiguity. You must be an independent thinker and self-starter with a demonstrated ability to produce high-quality technical content by collaborating withfellow researchers and product specialists. You will have the opportunity to continuously develop and invent new technologies, products and processes. At UTRC, you’ll be part of an evolving, globally diverse company that’s moving fast to shape the future of technology - one full of career opportunities and the chance to contribute and grow in a variety of ways. We are committed to recruiting and retaining the best and brightest people from the broadest and most diverse talent pool possible, so that we can serve our customers globally. If you have ideas, inspiration and expertise to continue developing products and systems that make the world a better place to live, then we have a great opportunity for you to contribute to our continued legacy of innovation.

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.