Field Tech Senior Manager

NTT America, Inc.; Victoria; On-site; CAD 85,000 - 115,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability coverage

Paid time off

Employee assistance program

Health savings account / Flexible plan

Job summary

NTT DATA in Victoria, British Columbia, is seeking a Field Tech Senior Manager to lead a large technical support team. You will set expectations, manage performance, and guide operations focused on delivering reliable field service outcomes.

The role requires 8–10 years in desktop/software support with hardware, managing 10+ staff, and strong ITIL knowledge. Travel is required; relocation flexibility may apply.

Qualifications

• Minimum 8-10 years’ experience in desktop/software support and hardware (break/fix).
• Managed a team of 10+ members.
• Minimum 5 years managerial experience and practical ITIL knowledge; ITIL v4 certification preferred.
• Strong leadership, communication, and ability to work under tight deadlines.

Responsibilities

• Supervise a large field services team and/or supplier relationships.
• Ensure SLAs are met across the designated area.
• Oversee hiring, onboarding, training, and offboarding processes.
• Coach performance and develop staff through coaching and development opportunities.
• Lead continuous improvements in business processes and service delivery.
• Escalation management and client feedback reporting to delivery executives.

Skills

Team leadership

Desktop support

Hardware support

ITIL knowledge

Communication skills

Prioritization

Education

ITIL v4 certification

Tools

ITIL framework

Job description

We are currently seeking a Field Tech Senior Manager to join our team in Victoria, British Columbia (CA-BC), Canada (CA).

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.
• Manages team and individual goals and performance including performance 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 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 the 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.

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $85,000 -$115,000. This range reflects the minimum and maximum target compensation for the position across all Canada locations. Actual compensation will depend on a number of factors, including the candidate’s actual work location, 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 company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, lifeand AD&D insurance, short and long term disability coverage, paid time off, employee assistance and additional voluntary or legally-required benefits.

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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 (http://us.nttdata.com/en/compliance#eeos) . If you'd like more information on your EEO rights under the law, please click here (http://us.nttdata.com/en/compliance#know-your-rights) . For Pay Transparency information, please click here (http://us.nttdata.com/en/compliance#ppnp) .