Req ID: 378154
We are currently seeking a Field Tech Manager to join our team in Minneapolis, Minnesota (US-MN), United States (US).
As a People Leader, the Senior Manager is responsible for all aspects of hiring and development of their direct reports. The Senior Manager is also responsible for delivery of services to our clients and client satisfaction.
*This is an on-site position located in Minneapolis, MN. Only local candidates will be considered.
Role Responsibilities
- Responsible for directing the Field Service Team to achieve Quality, SLA, and Customer Satisfaction performance results, ensuring adequate field services, schedules, developing the team, and maintaining overall quality
- Conduct Client Field AHOD Meeting
- HR Onboarding / Off boarding
- Provides direct supervision to a team of professional level team members globally.
- Responsible for monitoring SLA Performance, Program Implementations, and Customer Service Improvement (CSI) Programs. The Senior Manager/Delivery Manager will coordinate with NTTD Client Delivery Executive and Client Program Owners on Daily, Weekly, Monthly Client priorities & projects.
- Conduct Daily "Plan of Day" call with Regional Lead Technicians
- Monitor and achieve SLA Performance by enterprise & client locations
- Deliver Program Quality (CSAT, Process Compliance, etc.)
- Coordinate Field Service Tower Integration activities (Service Desk, Desktop Engineering
- Standardize Field Service Functions
- Ensure operational continuity (Staffing, Knowledge Base, etc.)
- Responsible for ensuring Client End Users & Business Unit Program Owners receive high customer satisfaction. The Delivery Manager will partner with NTT DATA client Delivery Executive and Client program Owner to conduct approved CSAT & Program Surveys. Conduct root cause analysis & implement pertinent Customer Service Improvement Plans.
- 10-25% travel to other US locations and Mexico.
Basic Qualifications
- 3+ years previous IT leadership experience
- 5+ years prior technical/IT experience (prior desktop support)
Additional Skills
- Undergraduate degree or equivalent combination of education and work experience
- Excellent verbal and written communication skills
- Ability to create and document processes
- Project Management Experience
- Experience with AI, a plus.
- Strong negotiation skills.
- Demonstrated strong leadership skills
