IT Service Desk Lead/Supervisor

3 days ago

Alexandria, United States NTT DATA Services Full time

Req ID: 301073 

NTT DATA 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 IT Service Desk Lead/Supervisor to join our team in Alexandria, Virginia (US-VA), United States (US).

NTT Data seeks a seasoned leader to lead the Deskside Support team for our federal IT Service Desk.  The Deskside Support team is responsible for troubleshooting issues related to workstation hardware and software, imaging workstations, providing inventory support, and request fulfillment for our customer.  The leader of this team is responsible for defining, enhancing, and monitoring ITIL processes utilized to provide deskside support with high quality customer service.   In this role, the Deskside Support Manager is responsible for training and growth of the technical team.  The Deskside Support Manager schedules support staff to ensure adequate coverage, assigns tasks for team members using ServiceNow, and provides oversight of tasks and processes to ensure the processes are performed in alignment with NTT Data and client standards.  This leader is responsible for staff development and motivation. 

The Deskside Support Manager is a member of the account leadership team.  He communicates directly with his staff, NTT Data and Client leadership team.  The candidate is instrumental in growing the Deskside Support and IT Service Desk services provided to achieve outstanding customer experience. 

 

Responsibilities Include:

  • Deskside Support staff direction and oversight
  • Staff Scheduling
  • Task Assignment
  • Process Development, Enhancement, and Monitoring
  • Staff Development
  • Service Improvement
  • Technical Oversight and Guidance
  • Client Communication
  • Team Development and Motivation
  • Service Level Agreement Adherence
  • Oversight of:
    • Windows Technical Support
    • Apple Technical Support
    • Mobile Device Support

Work Location:  Client Site – Alexandria, VA

  • On-site Support

Team development and motivation

Required Skill

  • Bachelor’s Degree or higher
  • 5+ Years’ Deskside Support Experience (including
    • Imaging, Deployment and trouble shooting
    • Inventory Management
    • Issue resolution)
  • 3+ Years’ Team Leadership Experience
  • Strong Communication Skills
  • IT Service Management System Utilization

Desired Skills

  • ServiceNow
  • ITIL Certification
  • Experience with Call Center Support

 

#INDPUBLIC

#LI-PS

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

NTT DATA 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.

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