IT Support Program Manager II
4 days ago
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.
- 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.
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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