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VDOT - Program Manager

2 months ago

Richmond, United States Cyber Resource Full time
Engagement Type

Contract

Short Description

LOCAL Candidates only.

Complete Description

Supervise VDOTs Statewide ITSupport 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 VDOT and VITA 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.

Required/Desired Skills Skill Required/Desired Amount of Experience Leadership skills that positively influence and motivate others. Required 0 Strong ability to organize motivate communicate and listen to a team Required 0 Ability to manage and mentor a tiered team of remote workers. Required 0 Experience utilizing service request software. Required 0 Experience in IT Desktop Support and/or as an IT Business Analyst. Required 0 Strong written and oral communication skills. Required 0 Strong problemsolving skills. Required 0 Questions Description Question 1 Commonwealth of Virginia security policies prohibit the use of offshore IT contractors. Do you attest to the fact that your candidate will physically reside within the US for the duration of the assignment Question 2 Please list candidates email address.