Help Desk Supervisor
Job no:
Work type: Full-Time (Salaried)
Location: Richmond (City), Virginia
Categories: Health and Human Services
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.
Job responsibilities will include, but are not limited to:
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/
Minimum Qualifications
Competitive candidates will meet these 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
Competitive candidates should meet these additional considerations:
Experience with call centers.
Experience with case management systems.
Special Instructions
You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to "Your Application" in your account to check the status of your application for this position.
If you wish to apply for a job with the Department of Medical Assistance Services, an application and/or resume for employment must be submitted electronically through this website. Mailed, faxed, emailed, or hand-delivered applications/resumes will not be accepted. Consideration for an interview is based solely on the relevant information presented in the state application and/or resume submitted before the closing date.
Applications and/or resumes should include relevant work history which indicates your qualifications for this position.
Contact Information
Name: DMAS Talent Acquisition
Phone: 804 - 225 - 4407
Email: askhcdtalentacq@dmas.virginia.gov
Advertised: 06 Oct 2026 Eastern Daylight Time
Applications close: 21 Oct 2026 Eastern Daylight Time
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