Field Tech Manager

Company: NTT DATA
Location: Greenville
Posted on: October 11, 2021

Job Description:

The NTT DATA Services team has a strong record of meeting high performance standards to deliver real value for our customers. Join our team and work with a fast-paced global leader in IT Services.

Role Responsibilities: - Represent NTT DATA Services field technical support to the customer - Lead the efforts of others in the achievement of the strategic and operational objectives of the group - Ensure high customer satisfaction levels among client end users - Set strategy, goals, and metrics for field repair and maintenance - Monitor efficiency of Field Technicians, including achievement of KPI's & SLA's regarding ticket volume, performance, and utilization - Oversee Efficiency Monitoring and Action Plan for program - Review Resource Utilization Reports - Coordinate with Workflow Coordinators & Reporting Team - Identify potential risk / resolution approaches for targeted Client tasks / deployments - Prepare documentation to record and track issue resolutions - Develop and implement process improvements to field operations - Manage hiring activities and maintain a diverse and effective workforce - Conduct career development/planning, performance, and pay discussions with team members

Basic Requirements: - 6+ years of experience in servicing/deploying computer equipment - 4+ years of experience managing field service projects in the IT industry including: - IT hardware deployment project management experience - Experience utilizing ITIL processes and principals for incident, request, configuration, change, and problem management - People management experience

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Job Segment:
Information Technology, IT Manager, Manager, Project Manager, Technical Support, Technology, Management

Keywords: NTT DATA, Greenville , Field Tech Manager, Other , Greenville, North Carolina