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Program Manager

2 months ago

Richmond, United States LingaTech Full time
Job DescriptionJob DescriptionLocation:  Richmond, VA - local candidates only
Position Type:  Hybrid
Contract Length: 9 months

Position Overview:
The Program Manager will oversee a remote team of 6 Desktop Technicians and 4 Business Analysts who will provide technical support for equipment and applications used by employees. Responsibilities include ensuring exemplary customer service, standardizing help request processes, managing IT communications statewide, and exploring opportunities for process improvement, while also providing expert-level hardware and software support and monitoring support queues for efficient resolution.  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.

Duties:
  • 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 regarding IT actions 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.
Required Skills:
  • Leadership skills that positively influence and motivate others.
  • Strong ability to organize, motivate, communicate, and listen to a team
  • Ability to manage and mentor a tiered team of remote workers.
  • Experience utilizing service request software.
  • Experience in IT Desktop Support and/or as an IT Business Analyst.
  • Strong written and oral communication skills.
  • Strong problem-solving skills.
  • 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.

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