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Program Manager-IT Service Delivery
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Delivery and IT Service Management
2 months ago
Strong comprehensive problem-solving skills to identify and solve issues quickly
•Strong project management and leadership skills
•Ability to work well independently as well as part of a virtual, geographically dispersed team
•Effective handling of challenging problems with poise, tact, and patience, while demonstrating a sense of urgency
•Strong analytical skills, detail-oriented, and quality-minded
•Exceptional verbal and written communication and presentation skills.
profile BCG FED is a US federally compliant environment at BCG. The BCG FED team supports several products within Microsoft 365 GOV, including Office Pro Plus and Exchange Online. The BCG FED organization is seeking a knowledgeable and talented IT Manager that will be responsible for supporting and maintaining the BCG Federal IT environment.
•Manage the day-to-day operations of the IT Service team, including training, guidance, mentoring, and performance management
•Ensure that all IT requests are handled in a timely and professional manner, and that customer satisfaction is maximized
•Streamline and improve the IT teams processes to enhance efficiency and customer service.
•Track and analyze Key Performance Indicators (KPIs) using Zendesk reports to ensure that IT service goals are met and identify trends and areas for improvement.
•Contribute to the development of Knowledge Base articles that provide solutions to common IT issues, aiding in self-service for end-users and reducing support requests.
•Support asset management by generating and reviewing reports and perform asset cleanup activities to maintain a clean and organized directory
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.
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