Desktop/Field Tech Associate Director

Req ID: 297429NTT 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 ResponsibilitiesResponsible for directing theField Service Team to achieve Quality, SLA, and Customer Satisfaction performance results, ensuring adequate field services, schedules, developing the team, and maintaining overall qualityDevelop PersonnelConduct Client Field AHOD MeetingTeam 1 on 1 SessionsHR Onboarding / Off boardingProvides 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 TechniciansMonitor and achieve SLA Performance by enterprise & client locationsDeliver Program Quality (CSAT, Process Compliance, etc.)Coordinate Field Service Tower Integration activities (Service Desk, Desktop EngineeringManage Delivery CostStandardize Field Service FunctionsEnsure 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 Qualifications8+ years previous IT leadership experience5+ years prior technical/IT experienceAdditional SkillsUndergraduate degree or equivalent combination of education and work experienceITIL CertificationExcellent verbal and written communication skillsAbility to create and document processesProficiency with ExcelProject Management ExperienceExperience with AI, a plus.Strong negotiation skills.Demonstrated strong leadership skillsAbout NTT DATANTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies.Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us atus.nttdata.comNTT DATA is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.