Desktop/Field Tech Associate Director

Req ID: 297429 

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 Desktop/Field Tech Associate Director to join our team in Atlanta, Georgia (US-GA), United States (US).

 

As a People Leader, the Associate Director is responsible for all aspects of hiring and development of their direct reports.  The Associate Director is also responsible for delivery of services to our clients and client satisfaction.  

 

Role Responsibilities

• Responsible for directing the Field Service Team to achieve Quality, SLA, and Customer Satisfaction performance results, ensuring adequate field services, schedules, developing the team, and maintaining overall quality
• Develop Personnel
• Conduct Client Field AHOD Meeting
• Team 1 on 1 Sessions
• HR Onboarding / Off boarding
• Provides direct supervision to a team of professional level team members globally.
• Responsible for monitoring SLA Performance, Program Implementations, and Customer Service Improvement (CSI) Programs.  
• The Onsite Delivery Manager will coordinate with NTTD Client Delivery Executive and Client Program Owners on Daily, Weekly, Monthly Client priorities & projects. 
• Conduct Daily “Plan of Day” call with Regional Lead Technicians
• Monitor and achieve SLA Performance by enterprise & client locations
• Deliver Program Quality (CSAT, Process Compliance, etc.)
• Coordinate Field Service Tower Integration activities (Service Desk, Desktop Engineering
• Manage Delivery Cost
• Standardize Field Service Functions
• Ensure operational continuity (Staffing, Knowledge Base, etc.)
• Responsible for ensuring Client End Users & Business Unit Program Owners receive high customer satisfaction. 
• The Delivery Manager will partner with NTT DATA client Delivery Executive and Client program Owner to conduct approved CSAT & Program Surveys. 
• Conduct root cause analysis & implement pertinent Customer Service Improvement Plans.  

  

Basic Qualifications

• 8+ years previous IT leadership experience
• 5+ years prior technical/IT experience

 

 

 Additional Skills

• Undergraduate degree or equivalent combination of education and work experience
• ITIL Certification
• Excellent verbal and written communication skills 
• Ability to create and document processes
• Proficiency with Excel
• Project Management Experience