[Hiring] Field Tech Senior Manager @NTT DATA Services

Role Description

We are currently seeking a Field Tech Senior Manager to join our team in Victoria, British Columbia (CA-BC), Canada.

Purpose of Position:

• Provides 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.
• Uses 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.

Requirements

• 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.

Benefits

• Starting pay range for this remote role is $85,000 - $115,000.
• 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.