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Service Desk Manager (remote)

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Date: Aug 31, 2021

Location: Bucharest, B, RO

Company: NTT DATA Services

Req ID: 150839 

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 Service Desk Manager (remote) to join our team in Bucharest, București (RO-B), Romania (RO).

Service Desk Manager (remote)-Romania


Role Overview

The SD Manager leads a team responsible for advising and assisting users in solving problems related to hardware, software, networks and peripherals using available technology. Studies and analyzes user needs and helpdesk processes and performance. Implements and enforces policies and processes to ensure maximum uptime of all users to achieve the highest service levels. This is a key role in ensuring the business and operational goals of the Global End User and Client Delivery Services Team are achieved and exceeded.

Role Responsibilities


  • Leads and manages the people and the service delivery of high-quality services that meet and exceed our contracted commitments e.g. timelines, SLAs, quality etc.;
  • Implements the appropriate operational and governance processes to underpin effective delivery of Service Desk;
  • Works closely and effectively with internal NTT Delivery Units (in region, offshore etc.) and the NTT DataAccount teams to achieve a high level of Customer Satisfaction;
  • Takes direct responsibility for the delivery of specific projects where required;
  • Acts as a Point of Escalation for issues and risks arising;
  • Leads the the team with purpose & guides people to grow and develop.
  • Coordinates with the Managers from other regions, applying the best solutions for the account.;
  • Coordinates with the site Managers and Supervisors in the delivery of mentorship sessions for the existing pool of employees;
  • Acts as a single point of contact for the account you are managing locally.

Key Skills

  • Over 3 years of Services Desk experience or equivalent combination of education and work experience including strong people management skills and business acumen;
  • Exposure of managerial/leadership experience, organizing and planning skills to effectively manage teams and to lead cross-functional teams;
  • Ability to communicate clearly at all organizational levels;
  • Demonstrated track record of delivering high-quality services to customers;
  • Degree qualification and ITIL V3 knowledge are a plus;
  • Ability to multi-task in a dynamic environment;
  • Experienced analytical, negotiation and organizational skills;
  • Ability to take ownership of challenging tasks.
  • Curiosity & focus on developing;
  • Outside of the box & problem solving abilities.


The opportunity to work for one of the leading companies in the industry with a high focus on growing talent & developing people. The role will be part of the Romanian SD Management Board together with a group of dynamical, passionate & high level professionals in the field.


Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.

This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc. or its subsidiaries. Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment.


About NTT DATA Services

NTT DATA Services is 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 will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law. To learn more, please visit Furthermore, NTT DATA Services will make accommodations for eligible applicants on a case-by-case basis. Please email for assistance.


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