Network Smart Hands Supervisor

Overview

NTT DATA 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 Network Smart Hands Supervisor to join our team in Yonkers, New York (US-NY), United States (US).

The Smart Hands Supervisor is 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 Service Now, 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. Only candidates local to Yonkers, NY will be considered for this role.

• 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…