IT Services Support Manager

Job no:
Work type: Full-Time (Salaried)
Location: Richmond (City), Virginia
Categories: Information Technology

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

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.

VDH accepts only on-line applications. Faxed, mailed, or e-mailed applications will not be considered.
Applications are accepted until 11:55 p.m. on the job closing date. Applications and/or resumes should
include relevant work history which indicates your qualifications for this position. Supplemental
questions are encouraged to be answered in a comprehensive manner and reference any pertinent
knowledge, skills, and abilities as well as any previous experience that relates to the position.

Contact Information

Name: Lindsay Schneider

Phone: 804.629.9448

Email: [email protected]

Advertised: 31 Aug 2026 Eastern Daylight Time
Applications close: 14 Sep 2026 Eastern Daylight Time

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