IT Help Desk Supervisor - Appeals Division Lead

Commonwealth of VA Careers; Richmond (VA); On-site; USD 86,000 - 91,000; Full time

Job summary

Commonwealth of VA Careers seeks a Help Desk Supervisor for the Department of Medical Assistance Services (DMAS) in Richmond, VA. You will lead a team supporting the Appeals Information Management System (AIMS), manage help channels, and ensure service quality with a focus on accurate registration, ticketing, and communications.

The role emphasizes supervision, customer service, and policy adherence across IT support operations.

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.

Responsibilities

• Lead a team of information technology specialists within the Appeals Division to provide support for AIMS Help channels (phone and email) and the Appeals mailbox (email).
• Provide leadership for the ITS team in the Appeals ITS Manager's absence, including weekly reporting and participation in Leadership Team meetings.
• The role requires in-office training and collaboration with DMAS stakeholders.

Skills

Help desk

Team supervision

IT support

AIMS

Customer service

Policies and procedures

Problem solving

Stakeholder management

Tools

AIMS

Case management systems

Job description

Commonwealth of VA Careers seeks a Help Desk Supervisor for the Department of Medical Assistance Services (DMAS) in Richmond, VA. You will lead a team supporting the Appeals Information Management System (AIMS), manage help channels, and ensure service quality with a focus on accurate registration, ticketing, and communications.

The role emphasizes supervision, customer service, and policy adherence across IT support operations.