Integrity Management Services is hiring a
Helpdesk and Training Manager

Summary

Join Integrity Management Services, Inc. as a Helpdesk and Training Manager to lead the helpdesk team in resolving technical issues related to CMS's Unified Case Management System and manage a training team focused on delivering training sessions and creating materials for the UCM.

Requirements

• Bachelor’s degree in Information Technology, Education, or a related field (or equivalent experience)
• Minimum of 5 years of experience in IT support and training development, with at least 2 years in a management or leadership role
• Strong understanding of IT systems, specifically CMS's Unified Case Management System (or similar platforms)
• Proven ability to manage teams across both technical support and training functions
• Exceptional written and oral communication skills, with the ability to convey complex technical information clearly and effectively

Responsibilities

• Oversee the helpdesk team consisting of three Tier 1 agents and one Tier 2 agent, ensuring the timely and efficient resolution of technical support issues related to the UCM
• Collaborate with CMS, stakeholders and others related to UCM helpdesk services
• Provide expert-level support, analysis, and problem-solving for especially complex technical issues
• Responsible for UCM downtime and known issue notifications and communications
• Ensure technical direction and interpretation of requirements to meet the needs of CMS stakeholders
• Manage helpdesk activities, including ticket management, escalation processes, and performance tracking
• Collaborate with internal and external teams to continuously improve helpdesk processes and service delivery
• Manage a team of three training instructors and one technical writer responsible for delivering training sessions and developing comprehensive training materials for the UCM
• Lead the design, development, and delivery of training programs that align with the UCM requirements and objectives
• Ensure training materials, including user guides, manuals, and presentations, are up-to-date and reflective of system changes
• Provide technical direction and guidance on complex training challenges, developing innovative solutions to improve the effectiveness of training programs
• Monitor training effectiveness, gathering feedback to enhance both training sessions and materials

Preferred Qualifications

Experience in government contracting or healthcare IT support and training is highly preferred