It Supervisor I / 60014219

Salary: $37,860.00 - $70,054.00 Annually
Location : Richland County, SC
Job Type: FTE - Full-Time
Job Number: 160513
Agency: Department of Health and Human Services
Division: Bureau of Medicaid Systems
Opening Date: 01/23/2024
Closing Date: 1/30/2024 11:59 PM Eastern
Class Code:: AM50
Position Number:: 60014219
Normal Work Schedule:: Monday - Friday (8:30 - 5:00)
Pay Band: Band 5
Opening Date: 01/23/2024
EEO Statement: Equal Opportunity Employer
Agency Specific Application Procedures:: Failure to provide detailed and complete information may result in your application not being referred.
Veteran Preference Statement: South Carolina is making our Veterans a priority for employment in state agencies and institutions.
Job Responsibilities
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 Medicaid Systems Support, Richland County.
Are you the One? We are looking for an IT Supervisor Iwho, 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.

Minimum and Additional Requirements
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:

• Sitting or standing for long periods of time.
• Overtime and/or weekend work with Deputy approval.
• Occasional overnight travel.
• Lifting requirements: 20 lbs

Preferred Qualifications

• 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.

Additional Comments
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.
Benefits for State Employees
The state of South Carolina offers eligible employees generous benefits, including health and dental insurance; retirement and savings plan options; and paid vacation and sick leave. Plus, work-life balance programs such as telecommuting and flexible work schedules are available to employees of some state agencies.
Insurance Benefits
Eligible employees may enroll in health insurance, which includes prescription coverage and wellness benefits. Other available insurance benefits include dental, vision, term life insurance, long term disability and flexible spending accounts for health and child care expenses.
Retirement Benefits
State employees are also offered retirement plan options, including defined benefit and defined contribution plans. Additionally, eligible employees may elect to participate in the South Carolina Deferred Compensation Program, which is a voluntary, supplemental retirement savings plan offering 401(k) and 457 plan options.
Workplace Benefits
State employees may also be eligible for other benefits, including tuition assistance; holiday, annual and sick leave; and discounts on purchases, travel and more.
Note: The benefits above are available to most state employees, with the exception of those in temporary positions. Employees in temporary grant and time-limited positions may be eligible for all, some or none of these benefits as benefits are associated with each position type. For these positions, contact the hiring agency to determine what benefits may be available.
01
The responses you provide to these Supplemental Questions will be used in combination with your application to determine whether you meet the minimum qualification requirements. Please, thoroughly complete the Education and Work Experience sections of your application and the Supplemental Questions. Failure to provide detailed and complete information will result in your application being rejected. Any misrepresentation or omissions will result in your disqualification from employment and/or termination. You may not submit resumes in lieu of filling out the application or answering the Supplemental Questions. I acknowledge that I have read, understand, and agree with the above.

• Yes
• No

02
What is your desired salary expectation for this position?
03
Do you have a high school diploma/GED or higher?

• Yes
• No

04
Do you have 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?

• Yes
• No

05
Do you have any experience working in South Carolina Medicaid systems?

• Yes
• No

06
Do you wish to claim Veteran Preference? If yes, you must submit a copy of your DD214 Form with your job application in order to qualify and claim this preference.

• Yes
• No

07
How did you hear about this career opportunity?
Required Question