Program Manager - Echo IT Solutions, Inc

Program Manager

Richmond, VA

• Need local to VA candidates only.
• In person interview required for final call.
  
  

· 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 VDOT'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.