Field Tech/Desktop Support Associate Director

Req ID: 274831 

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Field Tech/Desktop Support Associate Director to join our team in Los Angeles, California (US-CA), United States (US).

The Field Services Associate Director will be the primary Field Services owner for a specific account.  This dedicated onsite People Leader is based on client site and will have operational ownership of all field operations.  Responsible for providing direction to operational team and interface with Client/ NTTD Program Team.

 As a People Leader, the manager is responsible for all aspects of hiring and development of their direct reports.

**This role requires working onsite daily at our client's facility and requires employee to be fully vaccinated on or before start date, to the extent required by applicable law.

Role Responsibilities

• Responsible for directing the Regional Lead Technicians & Field Service Team to achieve Quality, SLA, and Customer Satisfaction performance results, ensuring adequate field services, schedules, developing the team, and maintaining overall quality
  • Develop Personnel
  • Conduct Client Field AHOD Meeting
  • Team 1n1 Sessions
  • HR Onboarding / Off boarding
• Responsible for monitoring SLA Performance, Program Implementations, and  Customer Service  Improvement (CSI) Programs.   The Onsite 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
  • Manage Delivery Cost
  • Standardize Field Service Functions
  • Ensure operational continuity ( Staffing, Knowledge Base, etc.)
• Responsible to ensure Client End Users & Business Unit Program Owners receive high customer satisfaction.  Delivery Manager will partner with NTTD client Delivery Executive and Client program Owner to conduct approved CSAT & Program Surveys.  Conduct root cause analysis & implement pertinent Customer Service Improvement Plans.  

Basic Qualifications

• 3+ years previous IT leadership experience
• 10+ years prior technical/IT experience

Additional Skills

• Undergraduate degree or equivalent combination of education and work experience
• Health Care experience preferred
• ITIL Certification
• IT Hardware Deployment Project Management Experience
• Excellent verbal and written communication skills 
• Ability to create and document processes
• Proficiency with Excel
• Project Management Experience

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this role is $110,000 – 147,000. Actual compensation will depend on a number of factors, including the candidate’s relevant experience, technical skills, and other qualifications.

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, participation in a 401k program with company match, and additional voluntary or legally-required benefits.

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About NTT DATA Services

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients’ long-term success. Visit nttdata.com or LinkedIn to learn more.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.