IT Field Operations Manager

7 days ago


Alexandria, Virginia, United States NTT DATA Full time

Job Summary

We are seeking a seasoned leader to oversee the Deskside Support team for our federal IT Service Desk. The ideal candidate will have a strong background in IT service management, team leadership, and technical expertise.

Key Responsibilities

  • Lead the Deskside Support team in providing high-quality customer service and technical support
  • Develop and implement ITIL processes to ensure efficient and effective service delivery
  • Train and grow the technical team to ensure they have the necessary skills and knowledge to perform their duties
  • Schedule support staff to ensure adequate coverage and assign tasks using ServiceNow
  • Provide oversight of tasks and processes to ensure alignment with NTT Data and client standards
  • Develop and implement processes to improve service delivery and customer satisfaction
  • Communicate directly with staff, NTT Data leadership, and client leadership to ensure seamless service delivery

Requirements

  • Bachelor's Degree or higher in a related field
  • 5+ years of experience in Deskside Support, including imaging, deployment, and troubleshooting
  • 3+ years of experience in team leadership
  • Strong communication and technical skills
  • Experience with IT service management systems, including ServiceNow

About NTT DATA

NTT DATA Services is a recognized leader in IT and business services, providing cloud, data, and applications services to clients worldwide. We are committed to delivering exceptional service and value to our clients.



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