Req ID: 379459
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 Supervisor to join our team in Sliver Spring, Maryland (US-MD), United States (US).
This Desktop Support Supervisor will support and enhance the technical capabilities of the Field Technicians. This Lead will provide strategic leadership and planning for technical support of Client end user devices, and perform detailed Root Cause Analysis on CSAT & DSAT results.
Key Responsibilities:
- Responsible for onsite quality assurance, technical field training, and SME support
- Coordinates with Client Engineering Team on all technical / environmental updates
- Performs complex field jobs
- Prioritize assigned day-to-day desktop support requirements via ITSM Tool in order to meet established service level agreements
- Provides daily direction to Regional Field Service Team
- Assess the Technical Capabilities of Field Service Team and makes pertinent recommendations
- Conducts Training Sessions to maintain technical staff capabilities
- Utilizes ITIL standards for Incident, request, configuration, change and problem management
- Works with the service management and delivery manger team for continuous improvement
- Knowledge to provide support and training for core software( MS Windows, Windows 7, MS Office, and Enterprise Anti-Virus) and hardware support and training for desktop, laptop, printers, and tablets
- Participates in IT class when necessary for troubleshooting technical issues that NTTD supports
- Handles escalations from NTTD team members and Intermediates brought to lead technician for resolution
- Provide mentoring, training and guidance about troubleshooting and diagnosis to all other field service technicians
- Analyzes moderately complex to complex problems and takes corrective action
- Participate in all compatibility testing prior to rollout of any new image
- Provide cross training and knowledge transfer amongst team members
- Assist in creating support procedures, installation guidelines and disposal procedures and confirm all following all documented processes
- Accessible 24/7 for support services for other NTTD team members and/or customer in the event of a high severity ticket
Basic Qualifications
- 4+ years experience of combination of deskside support and lead experience
- 4+ years desktop support including both PC and Apple hardware, Apple and MS Windows operating systems
Highly Preferred Skills and Experience:
- Leadership experience - Must be able to mentor and lead a team of 10 to 14 technicians
- Performance management ( individual and team based metrics)
- Operation management
- Effective Team Training
- Prefer someone with ITIL certification or previous ITIL training
- Hands on Desktop / Technical support background
- Basic network troubleshooting skills and understanding of TCP/IP
- Network printer configuration and troubleshooting skills
- Familiarity with Active Directory services
- Experience with remote access and client workstation support
- Experience with IT Field Services tools
- Knowledgeable and the ability to support MS Windows 7 and 8 operating systems
- Knowledgeable in supporting MS Office Suite and Outlook
- Strong customer service, written and verbal communication, documentation, and telephone skills
- Must be able to communicate ideas and potential solutions to the team
- Ability to communicate complex issues or strategic information in a customer friendly manner
NTT DATA provides a reasonable range of compensation for Canada-based positions. The starting pay range for this role is $79,200-$118,800. Actual compensation will depend on a number of factors, including the candidate’s 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 the Company’s comprehensive benefits program in Canada, including customizable health and dental coverage with telemedicine, wellness credits, and gym discounts. Employees receive income protection through life, disability, and optional insurance plans, plus access to a 24/7 Employee Assistance Program. Additional perks include retirement savings, a remote work allowance for eligible employees, and various discounts and travel insurance.
About 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.
