Field Services Team Lead
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Must-have:SecurityLead
About the Role
NTT Data is seeking an experienced Field Team Lead to oversee our Field Services operations, driving high-quality onsite IT support delivery across our client engagements. This role combines hands-on team leadership with operational accountability for SLA/KPI performance, service quality, and cross-functional collaboration.
Key Responsibilities
Team Leadership & Operations
- Lead and coordinate day-to-day Field Services operations, ensuring efficient and consistent onsite IT support delivery
- Supervise a team of field engineers/technicians, managing task allocation and workload distribution
- Act as the first-level escalation point for operational issues, ensuring timely resolution
- Support team development through coaching, training, and knowledge-sharing initiatives
Service Delivery & Compliance
- Ensure compliance with SLA/KPI targets across incident resolution, service requests, and IMAC (Install, Move, Add, Change) activities
- Oversee onsite support services including hardware break-fix, device deployment, and end-user support
- Ensure adherence to security, compliance, and operational standards across all field activities
Performance & Reporting
- Monitor team performance and productivity, identifying and driving continuous service improvement initiatives
- Maintain reporting, dashboards, and service metrics to provide management visibility on operational health
Collaboration
- Work closely with EUC, EPM, M365, and infrastructure teams to ensure seamless, end-to-end service delivery
Requirements
- Diploma/Degree in Information Technology, Computer Science, or a related field
- Prior experience in a field services, desktop support, or IT operations environment, with demonstrated team lead/supervisory experience
- Solid understanding of SLA/KPI-driven service delivery models
- Working knowledge of IMAC processes, hardware break-fix, and device deployment lifecycles
- Familiarity with EUC/EPM tools and M365 environments preferred
- Strong stakeholder management and escalation-handling capabilities
- Good communication skills, with the ability to coach and develop team members
- Comfortable working with reporting tools/dashboards for performance tracking
What We Offer
- Opportunity to lead a dynamic field services team within a global IT services organization
- Exposure to cross-functional collaboration across EUC, EPM, M365, and infrastructure domains
- Career growth within a structured, performance-driven environment