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Program Manager

3 months ago

Richmond, United Kingdom My3Tech Full time

Job Title:Program Manager

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

Duration: 12 MonthContract with possibility to extension

JobDescription:

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

Skill in providing exemplary customer service.Knowledge of IT application development processes and how theyoperate in a desktop environment. Knowledge of IT concepts andtrends as well as systems development design and enhancements.Ability to communicate effectively orally and in writing withinternal and external customers. Ability to analyze business needsgather and analyze data and communicate solutions to customers.Knowledge in IT coding and testing. Skill in the use oftroubleshooting tools and managing and administering desktopsolutions. Skill in the use of computers and software applicationsincluding but not limited to Microsoft Office 365 MS TeamsSharePoint Online and Ivanti Ticketing System.

Provide expert level support services toemployees for hardware and software needs. Implement serviceimprovements to support field. Complete incident resolution at thehighest levels of customer service. Standardize help requestprocesses and approaches. Manage broadcasts and communicationsstatewide regarding IT actions from Cleint that effect employees.Monitor VDOTs Support Hub Queues for completion and dispositioningto other program areas.

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

Leadershipskills that positively influence and motivate others.

Required

Strongability to organize motivate communicate and listen to ateam

Required

Ability to manage and mentor a tiered team of remoteworkers.

Required

Experience utilizing service request software.

Required

Experience in IT Desktop Support and/or as an IT BusinessAnalyst.

Required

Strong written and oral communication skills.

Required

Strongproblemsolving skills.