Desktop Field Services Manager
NTT Ltd.
Wellington, New Zealand
2d ago

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure.

We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace.

The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.

Want to be a part of our team?

Working at NTT

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure.

We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace.

The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.

Want to be a part of our team?

The Desktop Field Services Manager reports directly to the General Manager, Client Experience, taking responsibility for the operational management of a team of desktop engineers who provide tier two desktop support for our clients, accountable for fulfilling complex requests and resolving incidents remotely and onsite, applying standard operating procedures.

Key Roles and Responsibilities :

  • Responsible for managing a team of remote and onsite desktop engineers
  • Training desktop engineers and cultivating the service excellence mind-set in the desktop team
  • Coordinating desktop engineer's onsite activities for all our clients
  • Senior technologist with a deep understanding of end-user device technologies in large corporate environments
  • Management and prioritisation of the field services workload and the ability to assist in this work as required.
  • Point of escalation for the desktop team to internal and external stakeholders
  • Responsible for contributing to the strategy and driving the team to execute successfully to our strategy
  • Managing vendor relationships
  • Knowledge, Skills and Attributes :

  • A good understanding of the vast range of IT operations and NTT service offerings
  • Display excellent levels of client engagement
  • Service orientated in nature
  • Demonstrate operational team management and leadership skills and able to effectively manage the resources that report to them
  • Excellent collaboration skills and able to interact professionally
  • Understanding of project management principles
  • Problem analysis and resolution skills with a strong focus on incident management, problem management and continuous service improvement
  • Good understanding of ITIL / service management processes and procedures
  • Experience with end-user device management and roadmap development
  • The perks

  • A competitive salary package;
  • Work with a team who will always have your back, always!
  • Be part of a global organisation with endless opportunities
  • Lots of career development (personal and professional)
  • Flexible work environment and of course, we provide you all the IT equipment
  • What will make you a good fit for the role?

    Standard career level descriptor for job level :

  • Assignments are received in a goal-oriented format and resources are allocated to meet these goals
  • Gives guidance to subordinates but allows latitude within organization’s policies and procedures
  • Recommends policy / process changes that affect immediate area
  • Works on issues of diverse scope
  • Follows procedure when methods for solutions need to be selected
  • Acts as advisor to meet schedules or when technical issues need to be resolved
  • Responsible for schedules and performance requirements
  • May have budget responsibilities
  • Mistakes may incur costs or impact short-term goals
  • Interacts with subordinates, customers or peers from other areas on matters pertaining to functional area
  • Leads co-operation between members and teams
  • Join our growing global team and accelerate your career with us. Apply today.

    Equal opportunity employer

    NTT is proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment.

    We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.

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