Req ID: 366487
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 IT Support Manager (Field Tech / Desktop) - Remote to join our team in Bucharest, Brașov (RO-BV), Romania (RO).
Overview
This role leads the EMEA Field Technician team supporting our client’s locations across multiple countries. The Field Tech Senior Manager ensures high-quality onsite IT support, oversees partner-sourced technicians, and drives operational excellence during and after the service transition.
Job Responsibilities Include:
- Lead and manage a geographically distributed team of EMEA Field Technicians remotely.
- Oversee daily field operations across multiple countries, ensuring consistent delivery of onsite IT support for client’s offices and campus locations.
- Provide performance management, coaching, and guidance to partner-sourced technicians, ensuring adherence to processes and service expectations.
- Collaborate with partner organizations to address technician performance, escalations, and operational updates.
- Ensure timely resolution of hardware and software issues related to laptops, monitors, peripherals, mobile devices, and related IT equipment.
- Coordinate with server, network, and infrastructure teams when issues require specialized support or escalation.
- Monitor service delivery metrics, identify gaps, and implement improvements aligned with project and operational objectives.
- Support the leadership team in driving business process enhancements during the service transition and steady‑state operations.
- Participate in cross‑regional meetings and collaborate with global teams to align on best practices and service standards.
- Ensure compliance with organizational policies, customer requirements, and partner obligations across all supported locations.
Basic Qualifications:
- Minimum of 8 years of combined IT technical support experience, including direct hands‑on desktop support responsibilities.
- Minimum of 1–3 years of managerial or leadership experience overseeing technical teams.
- Experience coordinating or managing field technicians across multiple geographic regions.
- Demonstrated ability to meet performance objectives, manage team output, and support operational KPIs.
- Excellent verbal and written communication skills in a distributed, multinational environment.
- Romania-based (preferably Bucharest) – remote (and available for occasional business trips, if required).
- Bachelor’s degree required; Master’s degree preferred.
Preferred Skills:
- Experience with imaging and device management tools such as Microsoft Endpoint Configu