Job Details:
Job Title: Program Manager
Job Location: Richmond, VA 23219
Contract Duration: 10 Months (Possibility of extension)
Interview Type: In Person Only
Work Mode: Hybrid
Complete Description:
Responsibilities:
- Supervise Client's Statewide IT Support 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 of 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 the 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 client and IT agency that affect employees.
- Monitor client's 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.
#CB, #DICE
What We Do
vTech solution Inc. is a Managed IT Services firm based out of Washington DC with a primary focus on Cloud Computing and Professional Services.
vTech was incorporated in January 2006 under the Commonwealth of Virginia as an IT Professional firm. vTech has experienced constant growth over the years and has developed various IT service capabilities by diversifying its service portfolio to IT Consulting, Enterprise Software Solutions, and Cloud Computing Services to provide complete IT Managed Service offerings.
Currently, we are one of the nation’s fastest-growing private companies and have been consecutively named in INC. 5000 list for the past five years.
Our focus is to enhance the level of success for our clients by efficiently offering the highest quality services. We use the most advanced IT technologies and practices to add value to our client services.
We specialized in core competencies which include Cloud solutions, Network Services, Security Solutions, Customized Application Services, System Integration, AI Tools, and Professional IT Services such as Project Management, Staff Augmentation, and IT Infrastructure Services.
vTech Solution's unwavering dedication to results defines our brand. Our time-tested management processes, quality control methods, and state-of-the-art work environment ensure that our clients' most complex projects are delivered on time, on budget, and message.
"vTech encourages and supports a healthy work-life balance for its employees. It offers a workplace where you can work with dignity and independence. vTech offers a competitive salary and comprehensive benefits package. We offer tuition and training expense reimbursement and a flexible work schedule."
