Field Services Team Lead

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