VDOT - Program Manager

Job ID: 740081

VDOT Program Manager

Client: Virginia Department of Transportation

Duration: 12 Months

Location: Richmond VA

Mode of work: Hybrid

Supervise VDOTs Statewide ITSupport 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.

Roles and Responsibilities

• 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 in 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 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 VDOT and VITA that effect employees.
• Monitor VDOTs 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.

Key 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 problemsolving skills.