IT Services Support Manager

Commonwealth of VA Careers; Richmond (VA); On-site; USD 78,000 - 90,000; Full time

Job summary

Virginia Department of Health is seeking an IT Services Support Manager to oversee the OIM Information Technology Customer Support Center, directing daily operations and staff. You will analyze requests, document processes, and coordinate training on new software releases.

The role requires strong problem-solving, technical documentation skills, and experience with IT service management practices. Public health context and federal background checks apply.

Qualifications

• Demonstrates advanced problem-solving and troubleshooting abilities.
• Demonstrates an informed knowledge of business areas that facilitates information technology solutions.
• Good analytical skills; experience in documenting requirements and writing requirement mapping documents; ability to work collaboratively with lead multi-talented teams; accepts individual and team responsibilities; extensive experience in participating in documenting program design and specifications.
• Strong ability to document meeting minutes and translate that into meeting notes and requirements.
• Strong ability to multitask.
• Develops, publishes, reviews, and maintains technical documentation (self-help resources, FAQs, etc.) for IT and App users.

Responsibilities

• Oversees the IT Customer Support Center daily.
• Manages ITCS staff operations and resolves escalated requests.

Skills

Advanced problem-solving

Business knowledge

Analytical skills

Documentation of requirements

Meeting minutes

Multitasking

Technical documentation

Job description

Title: IT Services Support Manager

State Role Title:Info Technology Specialist II

Hiring Range: $78,000 - $90,045

Pay Band: 5

Agency: Virginia Department of Health

Location:Dept of Health

Agency Website:http://www.vdh.virginia.gov

Recruitment Type: General Public - G

Job Duties

This position provides daily oversight of the OIM Information Technology Customer Support Center. Provides operational and administrative management of the ITCS staff and resolves escalated requests for assistance. Collects type of request data and makes recommendations to reduce requests for assistance with specific applications. Creates and maintains system documentation such as user guides/training documents/release notes and manages development and coordination of user training on new and enhanced software releases of OIM applications. Assists with creating and updating OIM webpage FAQs. Supports OIM Project Management office with assessing business technology requirements and documentation. Reviews meeting notes, user manuals, requirements documents, requirements mapping documents, and release notes for proper format, contents and accuracy.

Minimum Qualifications

• Demonstrates advanced problem-solving and troubleshooting abilities


• Demonstrates an informed knowledge of business areas that facilitates information technology solutions


• Good analytical skills; experience in documenting requirements and writing requirement mapping documents; ability to work collaboratively with lead multi-talented teams; accepts individual and team responsibilities; extensive experience in participating in documenting program design and specifications


• Strong ability to document meeting minutes and translate that into meeting notes and requirements


• Strong ability to multitask


• Develops, publishes, reviews, and maintains technical documentation (self-help resources, FAQs, etc.) for IT and App users.


• Experience using an IT service management or similar ticketing system


• Self-starter with ability to balance multiple priorities.


• Ability to handle stress and maintain professionalism

Additional Considerations

• Demonstrates application unit testing knowledge


• In-depth knowledge of mission critical applications required


• Strong verbal and written communication skills required


• Experience with EHR systems or Medical Applications


• Demonstrated experience developing and/or maintaining web applications using Oracle APEX, Java and HTML and Oracle databases.


• Experience with Software Development cycle, agile methodology.

Special Instructions

Employment is contingent upon satisfactory results of a state and federal criminal history background check and
the Department of Social Service’s Child Abuse and Neglect Central Registry check, U.S. HHSIG Exclusion
List check, employment reference check and E-Verify. Other financial, credit, driving, background checks or
completion of Statement of Economic Interests may be required for certain positions.

It is the policy of the Commonwealth and VDH that all aspects of human resource management be
conducted without regard to race (or traits historically associated with race including hair texture, hair type,
and protective hairstyles such as braids, locks, and twists); sex; color; national origin; religion; sexual
orientation; gender identity or expression; age; veteran status; political affiliation; disability; genetic
information; and pregnancy, childbirth, or related medical conditions. VDH employees have a shared Code of
Ethics, which can be found in the bottom banner of our website: www.vdh.virginia.gov.

If you have been affected by DHRM Policy 1.30 layoff and possess a valid Interagency Placement Screening
Form (Yellow Card) or a Preferential Hiring Form (Blue Card), you must submit the card before the closing date
for this position. The Card may be submitted with the state application as an attachment.

As a V3 (Virginia Values Veterans) employer VDH Welcomes Veterans to apply!

Contact Information

Name: Lindsay Schneider

Phone: [phone]

Email: [e-mail]

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.