Field Tech Manager

NTT DATA Services • Minneapolis, MN

1d • Onsite

About The Position

As a People Leader, the Senior Manager is responsible for all aspects of hiring and development of their direct reports. The Senior Manager is also responsible for delivery of services to our clients and client satisfaction. This is an on-site position located in Minneapolis, MN. Only local candidates will be considered.

Requirements

• 3+ years previous IT leadership experience
• 5+ years prior technical/IT experience (prior desktop support)
• Undergraduate degree or equivalent combination of education and work experience
• ITIL Certification
• Excellent verbal and written communication skills
• Ability to create and document processes
• Proficiency with Excel
• Project Management Experience
• Strong negotiation skills.
• Demonstrated strong leadership skills

Nice To Haves

• Experience with AI, a plus.

Responsibilities

• Responsible for directing the Field Service Team to achieve Quality, SLA, and Customer Satisfaction performance results, ensuring adequate field services, schedules, developing the team, and maintaining overall quality
• Develop Personnel
• Conduct Client Field AHOD Meeting
• Team 1 on 1 Sessions
• HR Onboarding / Off boarding
• Provides direct supervision to a team of professional level team members globally.
• Responsible for monitoring SLA Performance, Program Implementations, and Customer Service Improvement (CSI) Programs.
• Coordinate with NTTD Client Delivery Executive and Client Program Owners on Daily, Weekly, Monthly Client priorities & projects.
• Conduct Daily “Plan of Day” call with Regional Lead Technicians
• Monitor and achieve SLA Performance by enterprise & client locations
• Deliver Program Quality (CSAT, Process Compliance, etc.)
• Coordinate Field Service Tower Integration activities (Service Desk, Desktop Engineering)
• Manage Delivery Cost
• Standardize Field Service Functions
• Ensure operational continuity (Staffing, Knowledge Base, etc.)
• Responsible for ensuring Client End Users & Business Unit Program Owners receive high customer satisfaction.
• Partner with NTT DATA client Delivery Executive and Client program Owner to conduct approved CSAT & Program Surveys.
• Conduct root cause analysis & implement pertinent Customer Service Improvement Plans.

Benefits

• Global Top Employer status
• Experts in more than 50 countries
• Access to a robust ecosystem of innovation centers as well as established and start-up partners
• NTT Group invests over $3 billion each year in R&D

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree