Field Tech Manager

We are currently seeking a Senior Field Services Manager to join our team. This position will have the opportunity to work from home / remotely within Vancouver, BC.

This position will work in collaboration with BC’s Health Authorities. With our Health Authority partners, we are focused on delivering better outcomes for patients in BC, through the continuous improvement of services to clinical and healthcare support end users.

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 Manage team and individual goals and performance including performance coaching.
Develop and mentor 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 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
 

About NTT DATA Services

NTT DATA BCU is an entity of NTT DATA Services, a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure, and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

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.

NTT DATA BCU is an entity of NTT DATA Services, a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure, and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

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.