Job ID: VA-740081 (911490831)
Hybrid/Local Desktop Support PM with BA, troubleshooting tools, SharePoint Online, Ivanti Ticketing System experience
Location: Richmond, VA (VDOT)
Duration: 9 Months
Position: 1
Skills:
Leadership skills that positively influence and motivate others. Required
Strong ability to organize, motivate, communicate, and listen to a team Required
Ability to manage and mentor a tiered team of remote workers. Required
Experience utilizing service request software. Required
Experience in IT Desktop Support and/or as an IT Business Analyst. Required
Strong written and oral communication skills. Required
Strong problem-solving skills. Required
Description:
Supervise VDOT’s 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 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.