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Senior Team Lead, Technical Services

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NTT DATA

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Location:
United States of America , Remote

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Senior Team Lead, Technical Services at NTT DATA is a pivotal role focused on managing IT service operations and ensuring client satisfaction. Candidates should have a strong background in IT service management, technical services, and team leadership. A bachelor's degree in Business or Information Technology is required, with a master's degree preferred. ITIL certification is desirable. The role involves overseeing technical incidents, managing a team, and maintaining service level agreements. This position offers a hybrid work environment and requires a minimum of 7 years of relevant experience.

Job Responsibility:

  • Provides operational leadership team to a team of individuals accountable for service offer management
  • Sets the standard for client satisfaction and assists with the development of client service policies, procedures and standards that will ensure the continued satisfaction of our clients
  • Investigates and solves client problems which have been escalated by the team
  • Assists with the preparation of bids and proposals to clients and remains up to date with deals in the pipeline to ensure a smooth transition from Sales to Delivery
  • Ensures that assigned infrastructure at the client site is configured, installed, tested and operational
  • Investigates all line support calls and identifies the root cause of incidents, events and problems to ensure proactive future management
  • Takes full ownership for managing the escalated incidents, requests, events and/or problems to resolution within the service level conditions
  • Provides continuous feedback to clients and affected parties and updates all systems and/or portals as prescribed by company procedures
  • Follows the required handover procedures for shift changes to ensure service continuity and manages resource allocation to achieve service level agreements
  • Assists with the analysis of statistics and other data to determine the level of client service provided
  • Contributes to and assists with the maintenance of the information technology site plan
  • Assists with the identification of user and employee training requirements

Requirements:

  • Seasoned knowledge of technical services, IT service management, and related technologies
  • Ability to stay up to date with industry trends, emerging technologies, and best practices
  • Seasoned knowledge of technical services concepts, IT service management (ITSM) practices, and industry best practices
  • Seasoned understanding of various information technology domains, including infrastructure, cloud services, cybersecurity, application management, networks, data center and collaboration
  • Good client-facing and communication skills, with the ability to build and maintain strong client relationships
  • Developing management qualities, including the ability to learn the skills to inspire and mentor a team
  • Displays the ability to facilitate presentation of technical and complex matters to a diverse audience
  • Ability to analyze data and produce reports on issues and recommend resolutions
  • Ability to multi-task, set priorities and meet deadlines
  • Ability to work collaboratively with cross-functional teams and stakeholders
  • Bachelor's degree or equivalent in Business or Information Technology or related field
  • Solid experience in similar role within a related global technology environment
  • Moderate level of experience operationally managing a technical team
  • Solid experience dealing with clients and managing service levels
  • Solid stakeholder engagement experience at all levels in the organization

Nice to have:

  • Master’s degree or equivalent in Information Technology or Business Administration preferred
  • ITIL certification is desirable
  • Relevant technical certifications as required

Additional Information:

Job Posted:
May 11, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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