Senior Service Desk Technician

Senior Service Desk Technician

Date: Aug 31, 2025

Location:Newington, CT, US Westlake, TX, US

Company: GKN Aerospace Careers

Fantastic challenges. Amazing opportunities.

GKN Aerospace is reimagining air travel: going further, faster and greener! Fuelled by great people whose expertise and creativity sets the standards in our industry, we’re inspired by the opportunities to innovate and break boundaries. We’re proud to play a part in protecting the world’s democracies. And we’re committed to putting sustainability at the centre of everything we do, opening up and protecting our planet. With over 16,000 employees across 33 manufacturing sites in 12 countries we serve over 90% of the world’s aircraft and engine manufacturers and achieved sales of £3.35 bn.in 2023. There are no limits to where you can take your career.

Job Summary

Senior role with in the service desk team acting as a point of escalation for incidents and service requests. Actively provides support and technical leadership , working closely with service desk analysts to ensure they are able to complete their roles effectively and develop their skills in accordance with their roles and future development.

Works closely with other teams and the business to develop and deliver support processes and procedures required to maintain , administer and support systems, applications and related hardware in accordance with GKN standards and industry best practices. Troubleshooting, diagnosing and resolving system, software and hardware problems.

Supports front line staff and manufacturing operations teams in complicated support related matters and escalations. Supports th e development and deployment of new systems and solutions. Takes responsibility for the management and delivery of shop floor services to the business at sites with out dedicated shop floor support analysts.

Documents, tracks, monitors, and communicates problems and business risks associated with systems to ensure timely resolution and compliance.

Job Responsibilities

• Deliver service desk support services to agreed SLA
• Support the design and deployment of service delivery processes and procedures.
• Troubleshoot/resolve problems associated with supported services and where required the shop
  floor manufacturing environment.
• Work with hardware/software vendors to resolve technical support issues and to manage required
  upgrades.
• Coordinate and work with other Teams and regional service desk teams to ensure
  systems meet GKN Aerospace standards in regard to functionality, security, and maintainability.
• Deploy industry best practice approaches and standards.
• Procure and replace hardware components when required.
• Actively monitor supported systems in frastructure to manage business systems and security risks.
• Undertakes and manages scheduled PPM , liaising with the business to agree required service
  or machine tool downtime.
• Actively works with automating service management and support delivery.
• Work with the following Key Processes
• Incident Management: log all incidents and resolve as quickly as possible.
• Request Fulfilment; manage all requests to resolution or escalation,measuring against SLA,
  triggering and reporting.
• Change Management; manage approved changes from Buid in to Run
• Hardware Lifecycle Management; client asset lifecycle management with in region
  Asset & Configuration Management; manage resources and configurations required to deliver
  services to agreed SLA.
• Continual Service improvement: continually looking at existing systems and services and actively looking for ways to improve them.
• Knowledge Management manage the documentation and dissemination of knowledge with in the Service Desk teams and wider business globally.

Job Qualifications

Required:

• Bachelorrs Degree in formation Technology or related field OR 5 plus years relevant work experience in lieu of degree
• 5+ years of progressive IT Service Delivery and support experience (ideally in a manufacturing environment)
• 2 + years of Leadership/Supervisory Experience
• Must be a U S Persons (U S Citizen l Green Card Holder / U S permanent resident refugee or asylee) to meet export control compliance requirements

Preferred:

• GKN Experience
• Experience supporting manufacturing T systems T L Qualified
• Bilingual (Spanish/English)
• Aerospace ndustry experience is preferred
• Self-driven with a motivation to succeed and provide world class levels of service. Highly developed analytical problem-solving skills.
• Experience delivering large scale implementations and projects.
• Experience working in a global high availabilityl high demand environment.
• Good verbal and written communication skills.
• Strong documentation skills

We’ll offer you fantastic challenges and amazing opportunities. This is your chance to be part of an organisation that has proven itself to be at the cutting edge of our industry; and is committed to pushing the boundaries even further. And with some of the best training on offer in the industry, who knows how far you can go?

A Great Place to work needs a Great Way of Working

Everyone is welcome to apply to GKN. We believe that we can only achieve our ambitions through a coming together of diverse minds who enjoy collaborating in an inspirational environment. Through our commitment to diversity, inclusion and belonging and by living our five powerful principles we’ve created a culture where everyone feels welcome to contribute. It’s a culture that won us ‘The Best Workplace Culture Award’. By embracing and celebrating what makes us unique we encourage everyone to bring their full self to work.

We’re also committed to providing an accessible recruitment process, so if you require reasonable adjustments at any stage during our recruitment process please get in touch and let us know.

We are the place where human dreams, plus human endeavour, shape the future of aerospace innovation and technology.​
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Nearest Major Market: Hartford