Job Abstract

Req ID: 286814 

NTT DATA Services 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 Supervisor to join our team in Alexandria, Virginia (US-VA), United States (US).

NTT Data seeks a seasoned leader to lead the Deskside Support team for our federal IT Service Desk.  The Deskside Support team is responsible for troubleshooting issues related to workstation hardware and software, imaging workstations, providing inventory support, and request fulfillment for our customer.  The leader of this team is responsible for defining, enhancing, and monitoring ITIL processes utilized to provide deskside support with high quality customer service.   In this role, the Deskside Support Manager is responsible for training and growth of the technical team.  The Deskside Support Manager schedules support staff to ensure adequate coverage, assigns tasks for team members using ServiceNow, and provides oversight of tasks and processes to ensure the processes are performed in alignment with NTT Data and client standards.  This leader is responsible for staff development and motivation. 

The Deskside Support Manager is a member of the account leadership team.  He communicates directly with his staff, NTT Data and Client leadership team.  The candidate is instrumental in growing the Deskside Support and IT Service Desk services provided to achieve outstanding customer experience. 

Responsibilities Include:

• Deskside Support staff direction and oversight
• Staff Scheduling
• Task Assignment
• Process Development, Enhancement, and Monitoring
• Staff Development
• Service Improvement
• Technical Oversight and Guidance
• Client Communication
• Team Development and Motivation
• Service Level Agreement Adherence
• Oversight of:
  • Windows Technical Support
  • Apple Technical Support
  • Mobile Device Support

Work Location:  Client Site – Alexandria, VA

• On-site Support

Team development and motivation

Qualifications

• Bachelor’s Degree or higher
• 5+ Years’ Career Experience

Required Skill

• Bachelor’s Degree or higher
• 5+ Years’ Deskside Support Experience including
  • Imaging, Deployment and trouble shooting
  • Inventory Management
  • Issue resolution
• 3+ Years’ Team Leadership Experience
• Strong Communication Skills
• IT Service Management System Utilization

Desired Skills

• ServiceNow
• ITIL Certification
• Experience with Call Center Support

About NTT DATA Services

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients’ long-term success. Visit nttdata.com or LinkedIn to learn more.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.