IT Help Desk Lead – Appeals & AIMS Support

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

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.