Overview
Skills
Job Details
NTT DATA's Client is seeking a Smart Hands Supervisor to be responsible for the supervision, training, and development of a ~15 member team supporting data center and remote IT infrastructure services across a 24/7/365 hospital environment. This role ensures efficient dispatch and execution of field service requests via ServiceNow, monitors service quality and SLA adherence and drives continuous improvement initiatives. The supervisor manages on-site resources and workload distribution, sets performance objectives, conducts evaluations, and maintains compliance with hospital protocols. Additionally, this position provides cross-coverage for the Smart Hands Dispatcher and the Infrastructure & IDF Supervisor as needed, making flexibility, operational awareness, and leadership critical to success.
**This role requires working onsite daily at our client's facility and requires employee to be fully COVID and flu vaccinated on or before start date, to the extent required by applicable law.
Team Supervision & Leadership
Provide day-to-day supervision for 15 field technicians delivering Smart Hands support across multiple sites.
Oversee training, onboarding, skills development, and coaching aligned to team goals and technical requirements.
Set clear performance objectives, conduct staff evaluations, and manage performance improvement plans as needed.
Develop and manage working and on-call rosters, ensuring adequate coverage at all times including holidays and after-hours.
Foster a culture of accountability, safety, and professionalism within the team.
Operational Dispatch & Workflow Coordination
Oversee ticket dispatch, field technician assignments, and task prioritization using ServiceNow.
Coordinate with NOC, network engineering, and project teams to align field activities with technical directives.
Track work orders in real time, adjust assignments based on urgency or technician availability, and ensure timely completion.
Backfill Dispatcher role when needed, managing ticket queues and communications with stakeholders
ServiceNow & SLA Oversight
Monitor ticket accuracy, SLA compliance, and closure metrics within ServiceNow.
Conduct periodic audits and reporting to identify trends, gaps, and workflow improvements.
Escalate critical issues and coordinate with leadership or external vendors for urgent resolution
Cross-Coverage & Support
Serve as backup to the Infrastructure & IDF Supervisor, supporting 800+ IT closets and modular infrastructure tasks as needed
Reporting & Communication
Generate and distribute daily/weekly/monthly activity and performance reports.
Provide operational insights to leadership, including staffing needs, training gaps, and incident trends.
Act as a liaison between Smart Hands, Facilities, NOC, Engineering, and other stakeholder teams.
Basic Requirements
2+ years of experience managing or supervising technical field service teams (hospital environment preferred).
4+ years of hands-on experience with network infrastructure, structured cabling, or data center operations.
Additional Skills & Certifications
Demonstrated ability to coach, mentor, and evaluate technical staff performance.
Familiarity with managing shift schedules, on-call rotations, and emergency response planning.
Experience with ticketing/reporting systems; ServiceNow experience strongly preferred.
Strong organizational, conflict resolution, and multitasking skills.
Ability to lift 50 lbs., work on ladders, and operate in physically demanding environments.
Reliable transportation and a clean, insurable driving record.
COVID-19 and flu vaccination (required for access to clinical facilities)
CompTIA A+, Network+, or Cisco CCNA.
Experience using cable testers, fiber/copper diagnostic tools, or environmental monitors.
Strong proficiency in Microsoft Excel, Word, PowerPoint.
Skilled in creating reports, dashboards, or operational performance summaries.
Ability to communicate clearly across technical and non-technical teams.
Visio or AutoCAD knowledge a plus for layout documentation.
About NTT DATA Services:
NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients' long-term success. Visit nttdata.com or LinkedIn to learn more.
NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.
Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting hourly range for this remote role is ($40.00 - 45.00/Hour). This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on several factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications.
This position is eligible for company benefits that will depend on the nature of the role offered. Company benefits may include medical, dental, and vision insurance, flexible spending or health savings account, life, and AD&D insurance, short-and long-term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally required benefits.
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