IT Support Manager (Field Tech / Desktop) - Remote

IT Support Manager (Field Tech / Desktop) - Remote

NTT DATA Services 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 IT Support Manager (Field Tech / Desktop) - Remote to join our team in Bucharest, Brașov (RO-BV), Romania (RO).

Overview 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 Responsibilities Include:

• 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.

Basic Qualifications:

• 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) – remote (and available for occasional business trips, if required).
• Bachelor's degree required; Master's degree preferred.

Preferred Skills:

• 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.

About NTT DATA:

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.