Lead Field Tech & Desktop Support Supervisor

NTT DATA Services

Silver Spring (MD)

On-site

USD 70,000 - 100,000

Full time

3 days ago

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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

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

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