Program Manager - Apex Systems

Job#: 2039026

Job Description:

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.
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 365l, 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.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178.