Field Tech Senior Manager

Job summary

Lead and manage a large field services team or supplier relationship, ensuring service level agreements are met and overseeing hiring, training, performance coaching, and staff development. Monitor service quality, address field escalations, communicate customer feedback, and support business process improvements.

Job details

Req ID: 396304 NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Field Tech Senior Manager to join our team in Victoria, British Columbia (CA-BC), Canada (CA).We are currently seeking a Field Tech Senior Manager to join our team in Victoria, BC. Purpose of PositionProvides direct supervision to a large team of technical support specialists. Work is guided by operational and project objectives. Sets and communicates clear expectations for work outcomes and manages performance. Key Areas of Responsibilities- Manages a larger field services team and/or a supplier relationship.- Responsible for ensuring that SLAs are met in their area of responsibility.- Manages the hiring process including evaluating potential candidates, interviewing, onboarding, training and offboarding.- Manages team and individual goals and performance including performance coaching.- Develops and mentors’ staff through open communication, training, and development opportunities.- Works within general policies and management guidance, independently determining approach to managing daily operations.- Ensures that team members are improving performance and service. - Use information gathered at client and staff meetings to target areas of improvement.- Receives feedback from the customers and reports it to the client delivery executive; providing details regarding whether the clients’ expectations have been met or not.- Assists in escalation management of issues raised in the field.- Supports the leadership team in business process improvements. Qualifications- Minimum 8-10 years’ experience with desktop/software support & hardware (break/fix).- Has managed a team consisting of 10+ team members.- Minimum 5 years managerial / leadership experience. Practical knowledge of ITIL is required. ITIL v4.0 certification is preferred.- A team player; someone comfortable working in a highly collaborative, team-oriented culture.- Demonstrated strong leadership of personnel and of business objectives.- Advanced verbal and written communication skills.- Ability to prioritize work and operate under tight deadlines.- Attentive to detail and ability to always follow-through to completion. Physical Requirements/Working Conditions- Ability to physically perform general office requirements.- Must be able to perform essential responsibilities with or without reasonable accommodations.- Travel will be required as business dictates. - Must have driver’s license and reliable personal transportation. Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $85,000 -$115,000. This range reflects the minimum and maximum target compensation for the position across all Canada locations. Actual compensation will depend on a number of factors, including the candidate’s actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance and additional voluntary or legally-required benefits. #INDHCLSMCAbout NTT DATA NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D. Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us. NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.

What you’ll do

Lead and manage a large field services team or supplier relationship, ensuring service level agreements are met and overseeing hiring, training, performance coaching, and staff development. Monitor service quality, address field escalations, communicate customer feedback, and support business process improvements.

Requirements

Requires 8–10 years of desktop/software support and hardware break/fix experience, at least five years of management or leadership experience, and experience managing a team of 10 or more. Practical ITIL knowledge is required, with ITIL v4 certification preferred; strong communication, leadership, prioritization, and follow-through are also expected.

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Account
• Health Savings Account
• Life Insurance
• Accidental Death and Dismemberment Insurance
• Short-Term Disability Coverage
• Long-Term Disability Coverage
• Paid Time Off
• Employee Assistance Program

Listed skills

• Technical Support · Preferred
• Team Leadership · Preferred
• Prioritization · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Field Services Management
• Technical Support
• Desktop Support
• Software Support
• Hardware Break/Fix
• Team Leadership
• Performance Management
• Hiring and Onboarding
• Staff Training and Development
• Service Level Agreement Management
• ITIL
• Escalation Management
• Business Process Improvement
• Customer Communication
• Prioritization
• Supplier Relationship Management
• ITIL 4
• Communication
• Management
• Operations
• Training And Development
• Leadership
• Innovation
• Consulting
• Cloud Security
• Application Services
• Business Objectives
• Valid Driver's License
• Time Off Management
• Employee Assistance Programs
• Team Oriented
• Data Centers
• Follow Through
• Vision Insurance
• Performance Coaching

Job areas

• Management & Leadership
• Technology
• Customer Service & Support
• Field Technician
• Technical Support Manager / Supervisor
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists

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