Field Services Manager

1 week ago

Washington, United States NTT DATA Full time

Job Summary:

We are seeking a seasoned IT Field Services Manager specializing in End User Computing to join our team at NTT DATA. This role will focus on managing and enhancing field services for office and home-based clients, with a strong emphasis on large federal clients in the Washington D.C. metropolitan area and proximate Virginia.

Key Responsibilities:

  • Lead, supervise, and coordinate field services operations, ensuring high-quality end user computing support for office and home-based clients.
  • Collaborate closely with federal client stakeholders to understand their unique needs, operational requirements, and service level expectations.
  • Develop and implement strategic plans for field services, focusing on enhancing the client experience, improving efficiency, and maintaining compliance with federal guidelines.
  • Manage and optimize the operation of kiosks, lockers, depots, and tech bars to provide convenient and accessible support options for end users.
  • Provide leadership to a team of field technicians, helpdesk personnel, and support staff, ensuring effective communication, training, and performance management.
  • Oversee the deployment, maintenance, and troubleshooting of end user computing devices, software, and peripherals.
  • Develop and monitor key performance indicators (KPIs) to evaluate the effectiveness of field services, identify areas for improvement, and implement corrective actions as needed.
  • Collaborate with cross-functional teams, including IT operations, security, and procurement, to ensure seamless delivery of field services while adhering to federal security protocols.
  • Prepare and manage budgets for field services, including resource allocation, equipment procurement, and maintenance.
  • Implement best practices for incident management, problem resolution, and escalation procedures to minimize service disruptions and ensure client satisfaction.
  • Stay up-to-date with industry trends, emerging technologies, and federal regulations to continuously enhance field service strategies.
  • Provide regular reporting and updates to federal clients on the status of field services, performance metrics, and improvement initiatives.

Requirements:

  • Bachelor's degree in Information Technology, Business Administration, or a related field.
  • 8 years of experience in field services management, with a focus on End User Computing.
  • 8 years of experience supporting federal agencies demonstrating a deep understanding of their operational needs and compliance requirements (NIST, FISMA, etc.).
  • 6 years of experience of leading enterprise-level field services supporting more than 5000 client users across multiple locations.
  • 6 years of experience with operating kiosks, lockers, depots, and tech bars to provide exceptional end user support and improve client satisfaction.
  • 8 years of experience using ServiceNow products to track incident management, problem-solving, and escalation procedures to ensure timely resolution of issues.
  • Must live a commutable distance from the client's site in NoVa.
  • Must be a US citizen.

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