INTERNAL IT Supervisor I (Tier 1 Support Supervisor) / 61096710

This is a South Carolina Department of Health and Human Services Internal Position. Only current South Carolina Department of Health and Human Services employees are eligible for this position. The Agency's mission is to be boldly innovative in improving the health and quality of life for South Carolinians. This is position is located in the Bureau of Medicaid Systems Support , Richland County. This is an in-office role and not a telecommute or remote position. Are you the One? We are looking for an IT Supervisor I (Tier 1 Support Supervisor) who, under general supervision, will serve as a Tier 1 Support Supervisor for Medicaid Systems User Support. This position reports to the User Support Manager and is located in the Bureau of Medicaid Systems. In this role, you will build, oversee, and participate in a team responsible for providing support to SCDHHS staff members and vendors utilizing SCDHHS' Member Management System (MMS). Support requests may include assistance with errors within SCDHHS systems, general inquiries and "how-to" questions about system functionality, and the updating of case data to facilitate eligibility decisions. Support requests may be received via email escalation, inbound phone calls, and ticketing systems. You will ensure that the Tier 1 support team is appropriately staffed, trained, and equipped to provide quality customer service to system users; conduct quality reviews and provide mentorship and feedback to team members; accept and handle escalations from team members; and, where necessary, escalate issues to and collaborate with system administrators, vendor staff, and/or Product Management team members to resolve issues via system changes or data fixes. Supervise, staff, direct, and participate in a team providing support to users of SCDHHS' eligibility systems. Hire, train, coach, and set goals for staff members supporting the SCDHHS eligibility systems. Ensure support procedures are established, documented, and adhered to by staff members. Ensure necessary technology solutions, including contact center software, ticketing systems, and knowledge base/documentation tools, are implemented, configured, and used effectively. Develop team schedules based on coverage needs. Collect, monitor, and report on key metrics and performance indicators, including service level, service quality, and customer satisfaction. Report system issues to appropriate teams via established intake methods. Escalate issues and trends to management when appropriate. Respond to support requests from system users through multiple modalities including phone, email, and ticketing system. Performs fundamental supervisory and leadership functions in accordance with Department policies and procedures, best practices and Federal and State rules and regulations, especially with regard to Equal Employment Opportunity Commission (EEOC) standards. Maintains an effective organizational team and motivates diverse staff to accomplish mission critical operations and objectives. Promotes workforce engagement. Participates in relevant professional development activities. Performs other duties as assigned. The South Carolina Department of Health and Human Services offers an exceptional benefits package for FTE and TGE positions that includes: Health, Dental, Vision, Long Term Disability, and Life Insurance for Employee, Spouse, and Children. 15 days annual (vacation) leave per year. 15 days sick leave per year. 13 paid holidays. State Retirement Plan and Deferred Compensation Programs. A high school diploma and two (2) years of relevant customer service experience or technical support experience in desktop support, helpdesk, application support, phone support, office automation systems, data communications system design, installation, operation, repair, sales or marketing, or processing of information in a data processing environment or related systems.

Preferred:

Experience as a call center or customer service supervisor. Experience in identifying, measuring, and reporting metrics and key performance indicators (KPIs). Experience with and knowledge of the Medicaid application, determination, and renewal process and concepts.

Additional Requirements:

Valid driver's license. Sitting or standing for long periods of time. Overtime and/or weekend work with Deputy approval. Occasional overnight travel.

Lifting requirements:

20 lbs. In-office role. Ability to manage, motivate, and set goals for a medium-sized team. Ability to effectively and professionally communicate, verbally and in writing. Knowledge of call center and customer service/support concepts. May be required to carry an agency-issued phone and provide "on call" support on a recurring schedule. Please complete the State application to include all current and previous work history and education. A resume will not be accepted nor reviewed to determine if an applicant has met the qualifications for the position. Supplemental questions are considered part of your official application for qualification purposes. All applicants must apply online. All correspondence from the Office of Human Resources will be through electronic mail. The South Carolina Department of Health and Human Services is committed to providing equal employment opportunities to all applicants and does not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth or related medical conditions, including, but not limited, to lactation), national origin, age (40 or older), disability or genetic information.