NTT

3 weeks ago

Field Tech Manager

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Lead and develop a Field Service team to deliver quality performance against SLAs and ensure strong customer satisfaction. Direct scheduling and staffing, monitor SLA and customer service improvement programs, and coordinate with client delivery and program owners on priorities and projects. Drive operational continuity, standardize field service functions, run CSAT/surveys and root-cause analysis, and manage delivery cost. This is an on-site role in Minneapolis with 10–25% travel.

Location: Minneapolis

Workplace: Onsite

Employment Type: Full time

Job Function: IT Support & Helpdesk

Seniority: Manager level

Key Responsibilities

•Direct the Field Service Team to achieve Quality, SLA, and Customer Satisfaction performance results.
•Develop personnel and provide HR onboarding/offboarding for team members.
•Coordinate daily priorities and deliver service improvements with client delivery executives and program owners.
•Monitor SLA performance and deliver program quality (CSAT, process compliance), including root-cause analysis and CSI plan implementation.
•Coordinate field service integration activities and ensure operational continuity (staffing, knowledge base).

Travel: Medium travel

Key Requirements

•3+ years previous IT leadership experience.
•5+ years prior technical/IT experience, specifically prior desktop support.
•Undergraduate degree or an equivalent combination of education and work experience.
•ITIL Certification.
•Excellent verbal and written communication skills.

Experience:IT services

Education:Bachelor's

Skills:LeadershipCommunicationProcess documentationRoot cause analysisCustomer satisfaction focus

Certifications:ITIL

Tech Stack:ExcelITILAI

Company Brief

NTT

Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Public Company (Market Cap in USD)

Headquarters: London, United Kingdom

Founded: 1983

Website LinkedIn

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NTT