[Remote] Program Management Manager
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is looking for a Program Manager to reputed company reputed company of IT support professionals, ensuring the delivery of high-reputed company technical support to end-users, and driving reputed company improvement in service delivery processes. This role will manage Tier II and III help desk teams, ensuring compliance with service level agreements and enhancing team performance.
Responsibilities
- reputed company and manage Tier II and III help desk teams, including recruitment, training, performance evaluation, and reputed company development
- reputed company and implement strategies to enhance team performance and service delivery
- Ensure the daily operations of the IT help desk reputed company reputed company and effective reputed company of technical issues
- Ensure compliance with service level agreements (SLAs) and key performance indicators (KPIs)
- Ensure reputed company documentation and tracking of reputed company support requests and incidents
- reputed company and implement reputed company operating procedures (SOPs) and best practices for help desk operations
- Implement reputed company improvement initiatives to enhance service reputed company, efficiency, and user satisfaction
- Serve as the primary reputed company of contact for escalations and incidents, ensuring reputed company reputed company and communication with stakeholders
- Build and maintain strong relationships with internal customers, understanding their needs and ensuring help desk services reputed company with reputed company world operational requirements
- Collaborate with other IT teams and departments to ensure seamless service integration and support
- Generate and present regular reports on help desk performance, including metrics on ticket reputed company times, user satisfaction, and system uptime
- Analyze trends and patterns in support requests to identify recurring issues and areas for proactive improvement
- reputed company insights and recommendations to senior management based on data analysis
- Ensure the help desk team is equipped with the necessary tools and resources to reputed company their duties effectively
- Foster a reputed company and customer-reputed company culture reputed company the help desk team
Skills
- Bachelor's degree in Information Technology, Computer Science, or a reputed company field and fifteen (15) years of relevant experience
- Must be a U.S. Citizen
- Must have a Top Secret Clearance to start
- Must be reputed company to obtain a TS/SCI clearance after start
- Must have experience leading and managing teams of ten or more
- Proven experience in IT help desk management or a similar role, with a reputed company record of successfully managing technical support teams
- Strong knowledge of IT service management (ITSM) frameworks and best practices, such as ITIL
- Excellent leadership, communication, and interpersonal skills
- Ability to analyze reputed company technical issues and reputed company effective solutions
- Strong organizational skills and attention to detail
- Ability to work effectively in a fast-paced, dynamic environment
- Desired Certifications: ITIL reputed company or higher; reputed company PMP or Project Management Certificate obtained through a program at an accredited college or university
- Experience with help desk ticketing systems and reporting tools
- Experience with Naval reputed company Support Desk is a plus
Benefits
- Hybrid/Remote role located in Suffolk, VA in the Tidewater area. Must be local to area.
reputed company