Responsibilities:
- Lead and manage a team of IT consultants/staff by providing guidance, support, and training as needed.
- Monitor and analyze the performance of the IT team, ensuring that support requests are handled efficiently and effectively.
- Develop and implement best practices to ensure our IT enterprise applications are supportable and maintainable.
- Ensure that customer SLAs are met on a daily, monthly basis.
- Evaluate and recommend software solutions to improve the ability to support GDOT’s IT enterprise applications.
- Work with other teams and offices to ensure that the IT support team is providing the necessary support to meet the needs of GDOT.
- Coordinate and troubleshoot technical issues and guide the IT team in resolving complex technical problems.
- Interview candidates and hire qualified individuals to fill open roles within the department.
- Generates daily, weekly, and monthly reports requested by both internal and external clients and GDOT IT Management.
- Develops and mentor staff to a high level of competency.
- Handles issues of a highly technical nature and challenging calls from clients.
- Participates in defining key performance indicators (KPIs) to evaluate the efficiency and effectiveness of the function and process. Continually monitor KPI performance and identify improvement opportunities, ensuring groups resolve tickets.
- Monitors staff performance and schedule adherence to improve efficiencies, identify training opportunities, and ensure proper coverage.
- Remains current on internal procedures and external client requirements.
Job Type: Contract
Salary: $50.00 per hour
Application Question(s):
- Are You Authorized to work on w2?
Work Location: Remote
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