Desktop Support Manager (Senior Field Services Manager)

NTT DATA, Inc.; Prince George; Hybrid; CAD 85,000 - 105,000; Full time

Job summary

A leading technology services company is seeking a Desktop Support Manager to lead a large technical support team in Prince George, Canada. The ideal candidate will have extensive experience in desktop support and proven leadership skills. This role involves managing team performance, ensuring service level agreements are met, and providing ongoing staff development. If you're looking for an inclusive and dynamic work environment, apply now.

Qualifications

• 8-10 years experience with desktop/software support.
• Managed a team of 10+ members.
• 5 years managerial/leadership experience.

Responsibilities

• Supervise a large team of technical support specialists.
• Manage hiring, onboarding, training, and offboarding processes.
• Ensure SLAs are met in the area of responsibility.

Skills

Desktop/software support

Team leadership

ITIL knowledge

Communication skills

Job description

Desktop Support Manager (Senior Field Services Manager)

Date: Oct 22, 2025

Location: Prince George, Prince Edward Island, Canada

Company: NTT DATA Services

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 Desktop Support Manager (Senior Field Services Manager) to join our team in Prince George, Prince Edward Island. This position allows both client‑site and remote work within Prince George, Canada.

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
• Ensures that SLAs are met in their area of responsibility
• Manages the hiring process including evaluating potential candidates, interviewing, onboarding, training, and offboarding
• Manages team and individual goals and performance, including coaching
• Develops and mentors 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 improve performance and service; uses information gathered to target improvement areas
• Receives feedback from customers and reports it to the client delivery executive, detailing whether expectations have been met
• 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)
• Managed a team of 10+ members
• Minimum 5 years managerial/leadership experience
• Practical knowledge of ITIL required; ITIL v4.0 certification preferred
• Team player comfortable working in a highly collaborative culture
• Demonstrated strong leadership of personnel and business objectives
• Advanced verbal and written communication skills
• Ability to prioritize work and operate under tight deadlines
• Attentive to detail and reliable follow‑through

Physical Requirements / Working Conditions

• Ability to 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

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 information on pay transparency and EEO rights, visit us at us.nttdata.com.

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