Field Tech Manager

About the role

As a People Leader, the Senior Manager is responsible for all aspects of hiring and development of their direct reports. The Senior Manager is also responsible for delivery of services to our clients and client satisfaction. This is an on-site position located in Minneapolis, MN. Only local candidates will be considered.

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
• 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
• 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
• 10-25% travel to other US locations and Mexico

Qualifications

• 3+ years previous IT leadership experience
• 5+ years prior technical/IT experience (prior desktop support)
• 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
• Experience with AI, a plus
• Strong negotiation skills
• Demonstrated strong leadership skills

Pay

The pay range for this role is $87K-$109K. Actual compensation will depend on a number of factors, including the candidate's relevant experience, technical skills, and other qualifications.

Benefits

This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.