Req ID: 396304
We are currently seeking a Field Tech Senior Manager to join our team in Victoria, British Columbia (CA-BC), Canada (CA).
We are currently seeking a Field Tech Senior Manager to join our team in Victoria, BC.
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.
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