Field Tech Senior Manager (hybrid)

NTT DATA, Inc.; Victoria; Hybrid; CAD 85,000 - 115,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Flexible spending

Health savings account

Life insurance

AD&D

Short-term disability

Long-term disability

Paid time off

Employee assistance

Job summary

NTT DATA seeks a Field Tech Senior Manager for Victoria, BC, offering hybrid work. You will lead a large field services team, guide performance, and align with client objectives.

Responsibilities include managing SLAs, hiring, coaching, and driving service improvements while collaborating with clients and internal leadership in a dynamic technology services environment.

Qualifications

• 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; comfortable working in a highly collaborative culture.
• Demonstrated 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 follow-through.

Responsibilities

• Manages a larger field services team and/or a supplier relationship.
• Ensures SLAs are met in their area of responsibility.
• Manages the hiring process including evaluating 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 policies and guidance, independently determining approach to operations.
• Ensures team members are improving performance and service.
• Uses client/staff meeting feedback to target improvements.
• Reports client feedback to leadership and supports escalation management.
• Supports leadership in business process improvements.

Skills

Leadership

Team management

Communication skills

Prioritization

Problem solving

Collaboration

Tools

ITIL v4

Job description

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us.

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

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, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance and additional voluntary or legally required benefits.

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.

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. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.