BSA Associate Director (Washington (100% Remote), DC, US)

Req ID: 225297

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 BSA Associate Director to join our team in Washington (100% Remote), District of Columbia (US-DC), United States (US).

Job Summary:

NTT DATA Federal is seeking a business savvy, career oriented individual to lead multiple onsite teams including Desktop (mostly Windows Laptops), mobile device (mostly iPhones and iPads), Chromebook, MacBook, and printer support. This umbrella also covers a large number of conference rooms with a mixture of A/V and VTC equipment and a Tier 1 Service Desk that is 100% remote. The total team is approximately 80 team members who are a mix of direct hire and sub-contractors. This team provides support for approximately 15,000 users, with approximately half of those users are in missions all around the globe.

This is a demanding customer-facing role. The ideal candidate will be highly competent and flexible with a proven ability to delegate clearly and comfortably. The candidate will be responsible for managing through subordinate leaders and will be a member of the account senior leadership team. The candidate should be comfortable briefing executive level customers and is the initial escalation point for problems related to end user support. While this role is mainly Monday - Friday day shift, there will be emergencies that could cause after-hours phone calls and the need to engage to resolve problems. The team has an on-call rotation, but the manager should expect to take escalation calls at any time unless other arrangements have been made. These calls are rare but do happen.

Job Responsibilities:

• Serve as the End User Services Subject Matter Expert
• Participate as a senior member of the account management team.
• Manage a team of approximately 80 technicians through subordinate leaders.
• Hire, train, and manage subordinate leaders
• Assist subordinate leaders with hiring good talent and training them.
• Write and deliver performance evaluations of subordinate leaders
• Ensure that all SOPs are updated and approved twice annually
• Prepare daily, weekly, monthly reporting including contractual deliverables.
• Brief executive level leaders on program performance
• Manage critical projects, customer engagements and business processes.
• Allocate work and mentor team members.

Basic Qualifications:

• Undergraduate degree or equivalent combination of education and work experience
• Secret security clearance required
• Minimum 10 years relevant experience, to include:
  • Minimum 6 years of experience working end user support in a high volume, operations environment
  • Minimum 3 years of experience communicating with customers at all levels
  • Minimum 3 years of direct customer service experience
• Minimum 5 years managerial/leadership experience

Preferred Qualifications:

• Excellent communications skills, including the ability to write concise analysis summaries and corrective action plans.
• Strong organization skills and the ability to handle many tasks and projects simultaneously in a high -pressure environment with rapidly changing priorities and deadlines.
• Demonstrated ability to communicate in writing and verbally with execute level leaders
• Experience working with difficult customers such as help desk or service desk work
• Experience with ServiceNow ITSM
• Proven ability to build and inspire a team
• Ability to use data to find opportunities and implement plans of action
• Experience in writing corrective action plans and implementing the same
• Ability to work across teams to foster relationships and mutual respect
• Ability to adapt communication techniques for audiences at multiple internal and external levels
• Experience with presenting facts and information and negotiating mutually acceptable solutions
• Graduate degree preferred

Candidates for this position will be required to adhere to NTT DATA's and its clients' COVID-19 health and safety protocols. NTT DATA is committed to complying with the Safer Federal Workforce Task Force COVID-19 Workplace Safety Guidance for Federal Contractors and Subcontractors to the extent it is enforced by the federal government or any of its clients. If this position becomes subject to a COVID-19 vaccination mandate based on applicable law or client requirement, candidates will be required to become fully vaccinated as defined by NTT DATA or be approved for an exemption in accordance with applicable law.

For Colorado Candidates

In compliance with the Colorado Equal Pay Transparency Rules, NTT DATA provides a reasonable range of compensation for roles that may be hired in Colorado. For a candidate in the state of Colorado only, the starting pay range for this role is Min: $105,200 - Max: $192,900. Actual compensation will depend on a number of factors, including actual work location, relevant experience (internal or external), technical skills, and other qualifications.

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About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

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.