Program Manger/Lead IT Support Analyst

2 months ago


Richmond, United States Vector Consulting, Inc Full time

Our government client is looking for an experienced Program Manager/Lead IT Support Analyst on a hybrid 12+ months renewable contract role in Richmond, VA.


Position – Program Manager/Lead IT Support Analyst


About the role:

Supervise agency’s 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 agency that effect employees. Monitor agency’s 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.


Required Skills and Experience:

  • 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



About Vector:

Vector Consulting, Inc., (Headquartered in Atlanta) is an IT Talent Acquisition Solutions firm committed to delivering results. Since our founding in 1990, we have been partnering with our customers, understanding their business, and developing solutions with a commitment to quality, reliability and value. Our continuing growth has been and continues to be built around successful relationships that are based on our organization's operating philosophy and commitment to ** People, Partnerships, Purpose and Performance - THE VECTOR WAY

www.vectorconsulting.com

“Celebrating 30 years of service.”



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