Field Tech Senior Manager

Washington, DISTRICT OF COLUMBIA | 10 days

Job Summary

NTT Data

$93,081 Average salary of similar jobs | Check Salary...

Job Description

Req ID: 84443 


At NTT DATA Services, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Services and for the people who work here.


NTT DATA Services currently seeks a Field Tech Senior Manager to join our team in Washington, D.C., District of Columbia (US-DC), United States (US).



This role is responsible for managing all components of Field Service Desk Side Service support. The successful candidate will manage the coordination of technical and administrative support including installation, repair and preventative maintenance of end user IT devices. As a people leader, the manager is responsible for hiring and development of their direct reports. This role will involve about 40%  to 50% driving to various sites across Washington, DC to meet with the team, participate in meetings, etc.


Role Responsibilities


- Support the successful execution of managed client IT services for the customer to include Installs, Moves, Adds and Changes (IMAC), Break Fix, Desk Side Support, and other assigned duties.

- Ensures adequate records and systems are maintained

- Assigns personnel responding to critical situations

- Maintains communication with solution management and specialists in resolving technical problems and/or bringing problems to the design department's attention.

- Sets strategy, goals, and metrics for field repair and maintenance by managing-and driving deployment & sustaining field operations, including escalations to include: Program Efficiency of Field Technicians, Monitoring of KPIs & SLAs regarding Ticker Volume, Performance and utilization, coordinates field technical training and service readiness

- Represents field services to customers, sales and segment teams, logistics, and technical support organizations

- Oversees functional repair for In-Warranty and Out-of-Warranty screening and repair

- Reviews PFS Resource Utilization Reports

- Identifying potential risk / resolution approaches for targeted Client tasks / deployments-

- Conduct periodic Managed Client Onsite Training to PFS Field Team

- Manages the hiring. staffing and maintaining of a diverse and effective workforce

- Responsible for career development/planning, performance and pay discussions of team members

- Accountable for the day-to-day operations of a region managing processes, programs and/or initiatives

- Responsible to ensure End Users & Business Unit Program Owners receive high customer satisfaction. Delivery Manager will partner with NTT Client Delivery Executive and customer program owner(s).

- Responsible for monitoring the execution of Service Level Agreement Performance, Program Implementations, and Customer Service Improvement (CSI) Programs. The Onsite Delivery Manager will coordinate with NTT Client Delivery Executive and Client Program Owners on Daily, Weekly, Monthly customer priorities & projects



- 5+ years of Management/IT experience

- 5+ Years in running / project managing field service projects in the IT industry

- IT Hardware Deployment Project Management Experience

- Requires ability to deal with ambiguity, project management skills, ability to motivate, and develop teams and individuals

- Solid understanding of ITIL processes and principals

- Excellent verbal and written communication skills

- Solid ability to create and document processes


Basic Requirements:

-5+ years of Management/IT experience

-5+ years in running/project managing field service projects in the IT industry


This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc. or its subsidiaries.  Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment.                                                                                


About NTT DATA Services


NTT DATA Services partners with clients to navigate and simplify the modern complexities of business and technology, delivering the insights, solutions and outcomes that matter most. We deliver tangible business results by combining deep industry expertise with applied innovations in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services.


NTT DATA Services, headquartered in Plano, Texas, is a division of NTT DATA Corporation, a top 10 global business and IT services provider with 118,000+ professionals in more than 50 countries, and NTT Group, a partner to 88 percent of the Fortune 100. Visit to learn more.


NTT DATA, Inc. (the “Company”) is an equal opportunity employer and makes employment decisions on the basis of merit and business needs.  The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law.  To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.




Nearest Major Market: Washington DC

Job Segment: Information Technology, IT Manager, Consulting, Administrative Assistant, Manager, Technology, Administrative, Management

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