Help Desk Supervisor

DHRM; Richmond (VA); On-site; USD 86,000 - 91,000; Full time

Job summary

DMAS in Richmond, VA seeks a Help Desk Supervisor to lead the Appeals Division's ITS and support the Appeals Information Management System (AIMS). This role emphasizes strong customer service, process improvement, and daily leadership of IT staff.

The position requires in-office collaboration, oversight of ticketing and defects, and ensuring due process while delivering quality support to appellants. Eligibility includes background checks and compliance with state IT policies.

Qualifications

• Experience providing technical help desk support.
• Experience troubleshooting system issues to implement solutions.
• Experience supervising and directing the work of others to meet deadlines.
• Experience with information technology services and solutions.
• Experience interpreting and applying federal and state laws and regulations.
• Experience managing competing priorities and meeting deadlines.
• Experience with internal and external stakeholders.

Responsibilities

• Motivate and manage a team of information technology specialists within the Appeals Division to provide support for the Appeals Information Management System (AIMS) Help technical support channels (phone and email) and the Appeals mailbox (email), including providing quality real-time internal and external AIMS technical support, troubleshooting reported system issues and creating defect tickets, reviewing and validating AIMS registration requests, and providing quality assurance of AIMS letters.
• Provide leadership for the Information Technology Systems (ITS) team in the Appeals ITS Manager's absence, including preparing weekly reports and presenting at the weekly Leadership Team meeting, as needed. Provide excellent customer service, treating everyone who interacts with the Division with respect and dignity; ensure every appellant receives full due process; support a collaborative and positive work environment; and produce a quality work product.
• The business needs of the position have in-office requirements to include but are not limited to attending the in-person training and/or meetings and collaboration with DMAS stakeholders.
• Located in beautiful Central Virginia, the Richmond area puts you just 2 hours from the Blue Ridge Mountains, Virginia Beach and Washington DC. To learn more about the Richmond, VA area visit: https://www.virginia.org/
• The Department of Medical Assistance Services (DMAS) is working to improve the health and well-being of Virginians through access to high quality health care coverage.

Skills

Technical help desk

Troubleshooting

Policy interpretation

Team supervision

Stakeholder management

IT services

Tools

Case management systems

Job description

Title: Help Desk Supervisor

State Role Title: Info Technology Specialist II

Hiring Range: $86,239 - $91,413

Pay Band: 5

Agency: Dept of Med Assistance Svcs

Location: Dept of Medical Asst Services

Agency Website: www.dmas.virginia.gov

Recruitment Type: General Public - G

Job Duties

The Department of Medical Assistance Services (DMAS) is excited to offer a competitive opportunity to serve as the Help Desk Supervisor in the Appeals Division.

• Motivate and manage a team of information technology specialists within the Appeals Division to provide support for the Appeals Information Management System (AIMS) Help technical support channels (phone and email) and the Appeals mailbox (email), including providing quality real-time internal and external AIMS technical support, troubleshooting reported system issues and creating defect tickets, reviewing and validating AIMS registration requests, and providing quality assurance of AIMS letters.
• Provide leadership for the Information Technology Systems (ITS) team in the Appeals ITS Manager's absence, including preparing weekly reports and presenting at the weekly Leadership Team meeting, as needed. Provide excellent customer service, treating everyone who interacts with the Division with respect and dignity; ensure every appellant receives full due process; support a collaborative and positive work environment; and produce a quality work product.
• The business needs of the position have in-office requirements to include but are not limited to attending the in-person training and/or meetings and collaboration with DMAS stakeholders.
• Located in beautiful Central Virginia, the Richmond area puts you just 2 hours from the Blue Ridge Mountains, Virginia Beach and Washington DC. To learn more about the Richmond, VA area visit: https://www.virginia.org/
• The Department of Medical Assistance Services (DMAS) is working to improve the health and well-being of Virginians through access to high quality health care coverage.
• DMAS wants talented individuals who can align their experience with the mission of the agency and its core values – service, collaboration, trust, problem solving and adaptability.
• At the Department of Medical Assistance Services (DMAS) we encourage and promote that you Come as you are | Become who you want to be | That is our promise.

Minimum Qualifications

• Considerable experience providing technical help desk support.
• Considerable experience troubleshooting system issues to implement solutions.
• Considerable experience applying policies and procedures to meet customer needs.
• Experience supervising and directing the work of others to meet established time frames.
• Considerable experience with information technology services and solutions.
• Experience interpreting and applying federal and state laws and regulations.
• Considerable experience managing competing priorities and meeting deadlines.
• Considerable experience with internal and external stakeholders.

Additional Considerations

• Experience with call centers.
• Experience with case management systems.

Eligibility and Policies

The Virginia Department of Medical Assistance Services (DMAS) does not offer employment-based Sponsorship, to include participation in STEM-OPT programs or similar programs. Selected candidates will have their work authorization completed using the E-Verify Program.

The Department of Medical Assistance Services (DMAS) is an Executive Branch agency that will adhere to all policies and procedures, to include the Commonwealth’s Department of Human Resource Management Policy 1.61 Teleworking. This position could be expected to work in the office as driven by business needs.

Telework arrangements are a privilege and may be rescinded at any time based on performance and/or business need. The agency reserves the right to modify or terminate a telework arrangement, provided that reasonable notice is given to the employee.

This position requires a fingerprint based Criminal History Background Check, Education Checks if applicable, Work History Verification with references.

The Department of Medical Assistance Services practices fair and equal employment opportunity to all employees and applicants in accordance with applicable laws and regulations. It is our policy to prohibit discrimination on the basis of race, sex, color, national origin, religion, sexual orientation, gender identity, age, veteran status, political affiliation, genetics, or disability in the recruitment, selection, and hiring of its workforce.

The Department of Medical Assistance Services is a V3 certified state agency that provides hiring preference to veterans and members of the reserves and/or National Guard in support of executive order 29, (2010). If you are a Veteran or Spouse of a Veteran or Active Military Member, DMAS encourages you to apply and respond accordingly on your state application.

Contact Information

Name: DMAS Talent Acquisition

Phone: 804 - 225 - 4407

Email: [e-mail]

Advertised: 06 Oct 2026 Eastern Daylight Time

Applications close: 21 Oct 2026 Eastern Daylight Time