IT Support Program Manager II

4 days ago


Boerne, United States DirectViz Solutions, LLC Full time
Job Opportunity

We are seeking an experienced Program Manager II to lead our 24x7x365 Technology Service Desk operations, delivering exceptional IT support services to a global workforce across more than 1,800 locations.

This role involves overseeing and managing Tier I and Tier II support operations, incident response, resolution, and escalation for nearly 300 custom and commercial off-the-shelf (COTS) system applications. The successful candidate will also ensure seamless support for mobile devices, email, and remote access, while adapting to changes in the technology enterprise.

Key Responsibilities
  • Oversight of program management, quality assurance, staff training, and operational transition activities to ensure seamless service delivery.
  • Management of Tier I and Tier II support operations, including incident response, resolution, and escalation.
  • Advanced technical support for mobile devices, email systems, and remote access tools.
  • Proactive identification of technological changes, updating operational procedures, training staff, and communicating system enhancements to end users.
  • Continuous improvement in support services to meet evolving operational and technical requirements.
Requirements
  • A minimum of five (5) years of experience managing a service desk, including oversight of Tier I and Tier II operations.
  • Demonstrated ability to lead large-scale IT support operations for diverse and distributed user groups.
  • Strong program management skills, including quality assurance, staff training, and transition planning.
  • Exceptional communication and leadership abilities to interact effectively with stakeholders and team members.
Compensation Package

The estimated salary for this position is $85,000-$110,000 per year, depending on experience and qualifications.

DirectViz Solutions, LLC offers a competitive compensation package, including benefits such as comprehensive medical plans, 401k match, PTO accrual, professional development reimbursement, corporate-funded technology certifications, and employee recognition and appreciation programs.



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