Program Manager

1 day ago

Richmond, United Kingdom My3Tech Full time

Job Title: Program Manager

Location: 1401 Broad Street Richmond VA (Hybrid) LOCAL Candidates only.

Duration: 12 Month Contract with possibility to extension

Job Description:

Clients Statewide IT Support Hub that consists of a remote team of 6 Desktop Technicians (Tier One) and 4 Business Analysis (Tier two) that provide technical support for equipment and applications used by agency employees throughout the state.

Skill in providing exemplary customer service. Knowledge of IT application development processes and how they operate in a desktop environment. Knowledge of IT concepts and trends as well as systems development design and enhancements. Ability to communicate effectively orally and in writing with internal and external customers. Ability to analyze business needs gather and analyze data and communicate solutions to customers. Knowledge in IT coding and testing. Skill in the use of troubleshooting tools and managing and administering desktop solutions. Skill in the use of computers and software applications including but not limited to Microsoft Office 365 MS Teams SharePoint Online and Ivanti Ticketing System.

Provide expert level support services to employees for hardware and software needs. Implement service improvements to support field. Complete incident resolution at the highest levels of customer service. Standardize help request processes and approaches. Manage broadcasts and communications statewide regarding IT actions from Cleint that effect employees. Monitor VDOTs Support Hub Queues for completion and dispositioning to other program areas.

Explore opportunities for process improvement. Create and manage relationships with internal/external customers and vendors. Assist in developing goals and objectives then identify measure evaluate and report appropriate metrics for the team and individual team members.

Leadership skills that positively influence and motivate others.

Required

Strong ability to organize motivate communicate and listen to a team

Required

Ability to manage and mentor a tiered team of remote workers.

Required

Experience utilizing service request software.

Required

Experience in IT Desktop Support and/or as an IT Business Analyst.

Required

Strong written and oral communication skills.

Required

Strong problemsolving skills.

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