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VDOT - Program Manager

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Syntricate Technologies Inc

2024-10-04 00:44:03

Job location Richmond, Virginia, United States

Job type: fulltime

Job industry: I.T. & Communications

Job description

Job Title - Program Manager

Location - Richmond VA

Duration :- 12 months

Req ID - (phone number removed)

Job Duties:

Supervise 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 Dept that effect employees. Monitor 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.

Skills:

Skill
Required / Desired
Amount
of Experience
Expertise Rating
Move

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 problem-solving skills.
Required

Inform a friend!

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