Health and Human Resources Program Manager - OSA - Management Information Services - Kanawha

Overview

1 Vacancy – Kanawha County. The Office of Management Information Services is looking for a strategic and people-focused Health & Human Resources Program Manager 1 to lead our Help Desk team through a landmark period of modernization. You won't just be managing tickets; you will be the bridge between legacy stability and the future of West Virginia’s integrated eligibility systems (WV PATH).

This role is critical in ensuring that as our technology evolves, our people and processes evolve with it—minimizing disruption for the citizens and agencies who rely on us.

• Strategic Leadership:
  Oversee the daily operations of the OSCAR, RAPIDS, FACTS, and SIIS help desks, ensuring high-quality support across all legacy platforms.
• Modernization & Integration:
  Act as a primary stakeholder in the transition to WV PATH. Collaborate with the IES Management team and external vendors to design and implement an integrated help desk model.
• Workforce Development:
  Identify skill gaps and spearhead training initiatives to ensure staff are proficient and confident in using new tools and navigating updated workflows.
• Change Management:
  Redefine job duties and team structures as systems merge; translate complex technical changes into clear, actionable guidance for staff.
• Cross-Functional Collaboration:
  
  Serve as the connect"ive tissue" between subject matter experts, state leadership, and technical vendors to ensure information flows from high-level meetings to the front lines.

• Experience in Transition: A proven track record of managing teams through software migrations or organizational shifts.
• Operational Excellence: Expert-level ability in workforce scheduling and resource allocation to maintain 100% coverage during peak periods.
• Communication
  
  Skills:
  
  The ability to distill complex technical updates from vendor meetings into digestible briefings for support staff.
• Empathy & Vision: A commitment to supporting staff through the "growing pains" of new technology while maintaining a high standard of service.

• Training: Master's degree from an accredited college or university in the area of assignment.
• Substitution: One year of full-time or equivalent part-time paid experience as described below may substitute for the Master's degree.
• Experience: Three years of full-time or equivalent part-time paid professional experience in the area of assignment, one year of which must have been in a program administration capacity.
• Substitution: Post-graduate training in the area of assignment may substitute through an established formula for the non-supervisory experience.