IT Services Support Manager — Training & Documentation Lead

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

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.