Desktop Support Manager (Senior Field Services Manager)

JOB DESCRIPTION

Req ID: 344464

We are currently seeking a Desktop Support Manager (Senior Field Services Manager) to join our team in Prince George, British Columbia (CA-BC), Canada (CA).

We are currently seeking a Field Tech Senior Manager to join our team in Prince George, BC.

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
• Manage team and individual goals and performance including performance coaching.
• Develop and mentor 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. Use 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 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

Physical Requirements/Working Conditions

• 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.

Salary range - 100-105K (CAD)

#LI-NorthAmerica

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at

Salary range - 100-105K (CAD)

#LI-NorthAmerica