IT Support Manager (Field Tech / Desktop) - Remote Job at NTT DATA (Bucharest)

Job Description

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 Responsibility

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

Requirements

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)
Bachelor’s degree required

Nice to have

Experience with imaging and device management tools such as Microsoft Endpoint Configuration Manager or Intune
Strong customer service orientation with the ability to build relationships across cultures and organizational levels
Proven ability to manage partner/vendor relationships and navigate performance discussions
Positive, solution‑oriented mindset with strong problem‑solving abilities and technical aptitude

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IT Support Manager (Field Tech / Desktop) - Remote

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