Helpdesk and Training Manager (Healthcare SME) (Part-time, Remote)

Job Type: Part-time

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Position Overview:

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.