Field Tech Supervisor

NTT DATA Services; Silver Spring (MD); On-site; USD 70,000 - 100,000; Full time

Job summary

NTT DATA in Silver Spring, MD is seeking a Field Tech Supervisor to lead a team of desktop support technicians providing on-site and remote end-user support. The role emphasizes quality assurance, escalation handling, and proactive technical training in Windows, Office, and hardware like printers and tablets.

The candidate will coordinate with engineering, manage ITIL-based incident and change processes, and ensure SLAs are met while mentoring 10–14 technicians and supporting IT field services

Qualifications

• 4+ years in deskside support and lead roles.
• 4+ years desktop support for PC and Apple hardware; Windows operating systems.
• Itil certification or training preferred.

Responsibilities

• Provide onsite quality assurance and staff training to field technicians.
• Coordinate with Client Engineering Team on technical updates and testing.
• Lead and mentor a team of field technicians; handle escalations.
• Ensure service levels via ITSM tool and incident management processes.
• Perform complex field jobs and cross-train team members.
• Support core software (Windows, MS Office) and hardware in desktop, laptop, printers, and tablets.

Skills

Leadership

Mentoring

Customer service

Communication

Problem solving

Team management

Windows support

Apple hardware support

Tools

ITSM Tool

Active Directory

Remote access tools

Remote desktop

Printers & peripherals management

MS Office

Job description

We are currently seeking a Field Tech Supervisor to join our team in Sliver Spring, Maryland (US-MD), United States (US).

This Desktop Support Supervisor will support and enhance the technical capabilities of the Field Technicians. This Lead will p rovide strategic leadership and planning for technical support of Client end user devices , and perform detailed Root Cause Analysis on CSAT & DSAT results.

Key Responsibilities

• Responsible for onsite quality assurance, technical field training, and SME support
• Coordinates with Client Engineering Team on all technical / environmental updates
• Performs complex field jobs
• Prioritize assigned day-to-day desktop support requirements via ITSM Tool in order to meet established service level agreements
• Provides daily direction to Regional Field Service Team
• Assess the Technical Capabilities of Field Service Team and makes pertinent recommendations
• Conducts Training Sessions to maintain technical staff capabilities
• Utilizes ITIL standards for Incident, request, configuration, change and problem management
• Works with the service management and delivery manger team for continuous improvement
• Knowledge to provide support and training for core software( MS Windows, Windows 7, MS Office, and Enterprise Anti-Virus) and hardware support and training for desktop, laptop, printers, and tablets
• Participates in IT class when necessary for troubleshooting technical issues that NTTD supports
• Handles escalations from NTTD team members and Intermediates brought to lead technician for resolution
• Provide mentoring, training and guidance about troubleshooting and diagnosis to all other field service technicians
• Analyzes moderately complex to complex problems and takes corrective action
• Participate in all compatibility testing prior to rollout of any new image
• Provide cross training and knowledge transfer amongst team members
• Assist in creating support procedures, installation guidelines and disposal procedures and confirm all following all documented processes
• Accessible 24/7 for support services for other NTTD team members and/or customer in the event of a high severity ticket

Basic Qualifications

• 4+ years experience of combination of deskside support and lead experience
• 4+ years desktop support including both PC and Apple hardware, Apple and MS Windows operating systems

Highly Preferred Skills and Experience

• Leadership experience - Must be able to mentor and lead a team of 10 to 14 technicians
  • Performance management ( individual and team based metrics)
  • Operation management
  • Effective Team Training
• Prefer someone with ITIL certification or previous ITIL training
• Hands on Desktop / Technical support background
• Basic network troubleshooting skills and understanding of TCP/IP
• Network printer configuration and troubleshooting skills
• Familiarity with Active Directory services
• Experience with remote access and client workstation support
• Experience with IT Field Services tools
• Knowledgeable and the ability to support MS Windows 7 and 8 operating systems
• Knowledgeable in supporting MS Office Suite and Outlook
• Strong customer service, written and verbal communication, documentation, and telephone skills
• Must be able to communicate ideas and potential solutions to the team
• Ability to communicate complex issues or strategic information in a customer friendly manner

NTT DATA provides a reasonable range of compensation for Canada-based positions. The starting pay range for this role is $79,200-$118,800. Actual compensation will depend on a number of factors, including the candidate’s 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 the Company’s comprehensive benefits program in Canada, including customizable health and dental coverage with telemedicine, wellness credits, and gym discounts. Employees receive income protection through life, disability, and optional insurance plans, plus access to a 24/7 Employee Assistance Program. Additional perks include retirement savings, a remote work allowance for eligible employees, and various discounts and travel insurance.

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 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 .

Nearest Major Market

Washington DC

Job Segment

Technical Support, Testing, Cloud, Manager, Quality Assurance, Technology, Management