Network Smart Hands Supervisor

Network Smart Hands Supervisor |
NTT DATA, Inc.

Enjoy an exciting opportunity to lead a dynamic team of 15 field technicians providing Smart Hands support across multiple sites in a 24/7/365 hospital environment located in Yonkers, New York.

• 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 Service Now.
• 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.
• Service Now & SLA Oversight:
  Monitor ticket accuracy, SLA compliance, and closure metrics within Service Now.
• 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.

• 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.

• 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;
  Service Now 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.

Must be fully COVID‑19 and flu vaccinated on or before start date, to the extent required by applicable law. Only candidates local to Yonkers, NY will be considered.

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this role is $89,000 - $110,000. Actual compensation will depend on a number of factors, including the candidate’s work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance.

This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, 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.

Equal Opportunity Employer – NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For more information on EEO rights, visit the EEO policy statement or Pay Transparency information.