Helpdesk and Training Manager

Location: Remote

Hours: 20 hours per week, May require minimal weekend hours
Job Type: Part-time

About Us

Integrity Management Services, Inc. (IntegrityM) is an award-winning, women-owned small business specializing in assisting government and commercial clients in compliance and program integrity efforts, including the prevention and detection of fraud, waste and abuse in government programs. Results are achieved through data analytics, technology solutions, audit, investigation, and medical review.

At IntegrityM, we offer a culture of opportunity, recognition, collaboration, compassion and supporting our community. We thrive off of these fundamental elements that make IntegrityM a great place to work. Our small, flexible workplace offers an exceptional quality of life and promotes corporate-driven sustainability. We deliver creative solutions that exceed goals and foster a dynamic, idea-driven environment that nurtures our employees’ professional development. Large company perks…Small company feel!

IntegrityM is proud to be named to the 2024 Top Workplaces list by The Washington Post! Our leaders inspire and empower each team member to break boundaries and lead with integrity. We foster a diverse community with flexible, remote-friendly career paths that nurture growth and fulfillment.

Position Overview:

The Helpdesk and Training Manager will provide leadership in managing both the support and training functions for the Centers for Medicare & Medicaid Services (CMS) Unified Case Management (UCM) system. This hybrid role involves overseeing a helpdesk team responsible for resolving technical issues and a training team focused on delivering training sessions and creating materials. The manager will provide technical direction, ensure effective problem resolution, lead the development of training programs, and maintain high-quality training materials that meet CMS's objectives.

Key Responsibilities:

Helpdesk Management:

• 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.

Training Team Management:

• 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.

Cross-functional Responsibilities:

• Demonstrate superior communication skills, ensuring clear, concise, and effective written and verbal communication in all aspects of the role.
• Act as a subject matter expert in both helpdesk support and training development, with a complete understanding of relevant IT principles, theories, and best practices.
• Independently develop solutions for both technical support and training-related challenges, applying wide-ranging experience in information technology and learning methodologies.
• Collaborate with cross-functional teams and stakeholders to ensure alignment of helpdesk support and training programs with the broader goals of CMS.

Requirements

Qualifications:

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

Preferred Skills:

• ITIL Certification or similar, as well as instructional design or training certification.
• Experience with IT Service Management (ITSM) tools, learning management systems (LMS), or e-learning tools.
• Familiarity with the UCM system.
• Familiarity with Medicare and Medicaid systems.