Raytheon aspires to be the most admired defense and aerospace systems supplier through world-class people and technology. Headquartered in Waltham, MA, Raytheon employs 73,000 people world-wide and generated $23.2 billion in 2008 sales.











SR. MANAGER -- END-USER SERVICES Corporate SERVICE DELIVERY







The Leader of End-User Services Corporate Service Delivery reports to the Director, End-User Services and is responsible for providing organizational and technical leadership necessary to deliver reliable, available, and responsive IT services to all corporate functions and employees, leveraging both Raytheon IT and supplier resources. This individual will serve as a member of the extended Enterprise IT leadership team directly managing 6-8 IT technologists, and indirectly another 10-15 matrixed technologists from Corporate IT, and the IT Services supplier to ensure seamless delivery of all end-user IT support services.



This leader is End-User Services primary point of contact for all of the corporate functions, including managing the IT support for the CEO and the corporate senior leadership team at multiple locations throughout the country. This individual will assess performance issues, identify causes, implement corrective actions and broker partnerships with other IT services group to deliver a seamless end-user experience for all corporate employees. This leader is responsible for ensuring that all IT services are meeting the availability and service levels goals for corporate, and provide input to the monthly operational reviews with the IT Leadership Team. This individual will be responsible for coaching and developing senior end-user IT technologists through formal and informal mentoring, maintenance of technical competency models, development and delivery of technical training, and providing a pipeline for future leaders with IT supplier and support management skills.

This leader works closely with corporate IT and the supplier to deliver the IT services and support required for end-user computing hardware and systems level technology, operating systems, messaging platforms, collaboration platforms, wireless handheld devices, productivity applications and other software to corporate end users. This leader remains continuously aware of Corporate's technical, applications, information management and access, and infrastructure support needs; acts as a consultant to aid in the development of creative solutions; and maintains visibility in the services and support community through operational reviews and seminar / conference participation both within and external to Raytheon.









Responsibilities:

-Manages executive support staff for CEO and corporate senior leadership team at multiple locations for all end user computing technologies.

-Communicates regularly with the corporate senior leadership team and their designees to determine their end-user computing needs, including new requirements and assisting with budget planning.

-Provides matrix organizational management of Raytheon IT services groups and the supplier to deliver a seamless end-user experience to all corporate employees.

-Ensures that information collected from the service desk, business unit and corporate office subject matter experts and other sources are used by technology staff to identify and eliminate common causes of end user issues.

-Directs the IT third party service provider for service desk, service delivery, availability management, problem/incident management, root cause identification, installs/moves/adds/changes, and break/fix for end user computing.

-Oversees the implementation of upgrades, patches, and fixes for all corporate end user computing hardware and software - desktops, laptops, smartphones, Microsoft Office, Adobe Acrobat, etc.

-Monitors end user satisfaction with provided computing products and services, and provide feedback to End-User Services Technology Planning, Build & Integration, Deployment, and Support/Supplier Management functions to incorporate into subsequent releases.

-Establishes and reviews service level metrics for 1st (phone/remote) and 2nd (desk side) level technical support for end user computing platform and applications, and customer satisfaction.











Required Skills:

- Minimum 14 years leading and managing enterprise organizations responsible for end-user computing support or IT services organization management.



- Proven ability to develop and lead a team in a matrixed organization structure.



- Articulate and persuasive leader who can serve as an effective member of the Corporate Information Technology management team.



- Experience working with cross-functional teams and leading high performing teams responsible for delivery of IT end-user technologies and support of end users.



- Strong communicator who is adept at explaining end-user technology concepts to a broad range of technical and non-technical persons.



- Depth of knowledge and experience in end-user technologies, desktop, messaging, collaboration, infrastructure on a national and international basis, as well as third-party management.



- Strong interpersonal skills, ability to debate, dialogue, negotiate, influence and work with others collaboratively and constructively.



- Ability to attain DOD -- Secret Security Clearance.



- Excellent oral and written communications skills required.



- Ability to travel (domestic and international).







Desired Skills:



* Supplier management experience, preferably with a supplier that provides IT services.

* Presence required to interface with executives (Director and above) at both the supplier and in Raytheon, including executive presentation skills.

* Relevant experience in both the Raytheon business unit and corporate office environments.







Education:



* BS/BA in Information Systems, Information Management or related field





Raytheon is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status, or any other protected factor.