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NTT DATA, Inc. · 3 hours ago

Network Smart Hands Supervisor

Yonkers, NY

Part-time

Onsite

Mid, Senior Level

$89K/yr - $110K/yr

4+ years exp

NTT DATA is a trusted global innovator of business and technology services. They are currently seeking a Network Smart Hands Supervisor to oversee a team supporting data center and remote IT infrastructure services, ensuring efficient dispatch and execution of field service requests while managing performance and compliance with hospital protocols.

Information Technology & Services

H1B Sponsor Likely

Responsibilities

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

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

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

Serve as backup to the Infrastructure & IDF Supervisor, supporting 800+ IT closets and modular infrastructure tasks as needed

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

Qualification

Network infrastructureServiceNowTeam supervisionCompTIA A+Cisco CCNAStructured cablingData center operationsMultitaskingCoachingMicrosoft ExcelMicrosoft WordMicrosoft PowerPointReport creationVisio knowledgeAutoCAD knowledgeConflict resolution

Required

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; 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

Preferred

ServiceNow experience strongly preferred

Visio or AutoCAD knowledge a plus for layout documentation

Benefits

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

Additional voluntary or legally-required benefits

Company

NTT DATA, Inc.

Glassdoor3.8

NTT DATA, Inc. is a trusted global innovator of business and technology services.

Founded in 2019

Tokyo, JP

10001+ employees

https://services.global.ntt/

H1B Sponsorship

NTT DATA, Inc. has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (106)

2024 (182)

2023 (257)

2022 (871)

2021 (809)

2020 (1266)