Title: IT Training Manager

State Role Title: Training & Instruction Manager I

Hiring Range: $76,000 - $82,000

Pay Band: 5

Agency: Virginia Department of Health

Location: Dept of Health

Agency Website: https://www.vdh.virginia.gov/

Recruitment Type: General Public - G

Job Duties

A. Performance Management (for employees who supervise others)
• Serves in a managerial/supervisory capacity to conduct performance management activities and ensure onboarding/offboarding and training for staff
• Establishes and reviews work assignments and priorities and implements performance improvement strategies and/or problem resolution for related issues, in conjunction with program management and Human Resource staff
• Ensures relevant training and workplace safety for staff
• Conducts required performance monitoring and appraisals, establishes clear performance expectations, addresses deficiencies in a timely manner, and documents underperformance in accordance with state guidelines
• Supports employee growth through regular feedback, coaching, and professional development opportunities

B. Training Program Management & Evaluation
• Lead, mentor, and manage a team of IT trainers to ensure efficient delivery of training programs. Foster a collaborative and high-performing team environment and supervise a team of IT professionals.
• Work closely with leadership and other departments to ensure training programs and agency IT support aligns with the mission and objectives of the agency.
• Plans and executes detailed strategic plans to address the training needs of the agency.
• Collaboration with the AITR Team: Collecting feedback, requirements for technology, escalations, issues, and concerns from agency stakeholders and collaborating with the AITR team, VITA, and Vendors to track, manage, and ensure desired outcomes are met.
• Needs Assessment and Program Evaluation: Assess the training needs of staff across departments and continuously evaluate the effectiveness of IT services, solutions, and training programs to ensure they align with organizational goals and improve IT skills and outcomes that support business needs.

C. Instructional Development, Design & Delivery
• Instructional Design: Apply best practices in instructional design to develop interactive and engaging training materials, such as manuals, video tutorials, and live demonstrations.
• Training Development and Delivery: Design and implement customized training programs for various IT platforms, with a focus on ServiceNow, Microsoft 365 tools, including Teams, SharePoint, OneDrive, and Outlook. Ensure that training accommodates diverse learning styles and varying levels of technical proficiency.

D. Quality Assurance & Technical Expertise
• Continuous Improvement: Continuously improve training methods and materials based on feedback, trends, and emerging technologies in the industry.
• Technical Support and Troubleshooting: Provide ongoing technical support and troubleshooting assistance to healthcare professionals, ensuring minimal disruption to daily operations.
• Reporting: Provides status and progress reporting of team activities and needs.

Minimum Qualifications

• Proficiency in ServiceNow ITSM: Proven ability to manage performance, track and enter tickets, create ServiceNow training and guided tours.
• Proficiency in Microsoft 365 Suite: Extensive knowledge and experience with Microsoft 365 applications, including Teams, SharePoint, OneDrive, Office and Outlook.
• Instructional Design Skills: Proven ability to develop tailored training programs and resources that accommodate various learning styles and technical abilities.
• Strong Analytical Skills: Ability to assess training needs and evaluate the effectiveness of training programs, with a focus on continuous improvement.
• Excellent Communication Skills: Ability to convey complex technical information in an easily understandable manner, promoting an environment of continuous learning.
• Leadership Experience: Previous experience managing or leading teams, including mentoring staff and collaborating with cross-functional teams.
• Technical Support: Solid troubleshooting skills and the ability to provide technical support for IT systems in a fast-paced environment.
• Project Management Experience: Previous experience managing technology projects involving coordination between teams, stakeholders, and external vendors.

Additional Considerations

• Previous Healthcare IT Training Experience: Experience training public health professionals in IT systems.
• Microsoft Certified: Fundamentals (or equivalent certification) or relevant IT certifications are desirable.
• Cybersecurity Knowledge: Familiarity with cybersecurity concepts and tools, such as Python, Linux, and Microsoft Security, is a plus.
• Experience Creating Knowledge Base articles: Previous experience with technical writing, managing, and creating knowledge base articles.

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

VDH accepts only on-line applications. Faxed, mailed, or e-mailed applications will not be considered. Applications are accepted until 11:55 p.m. on the job closing date. Applications and/or resumes should include relevant work history which indicates your qualifications for this position.

Employment is contingent upon satisfactory results of a state and federal criminal history background check and the Department of Social Service’s Child Abuse and Neglect Central Registry check, U.S. HHSIG Exclusion List check, employment reference check and E-Verify. Other financial, credit, driving, background checks or completion of Statement of Economic Interests may be required for certain positions.

It is the policy of the Commonwealth and VDH that all aspects of human resource management be conducted without regard to race (or traits historically associated with race including hair texture, hair type, and protective hairstyles such as braids, locks, and twists); sex; color; national origin; religion; sexual orientation; gender identity or expression; age; veteran status; political affiliation; disability; genetic information; and pregnancy, childbirth, or related medical conditions. VDH employees have a shared Code of Ethics, which can be found in the bottom banner of our website: www.vdh.virginia.gov.

If you have been affected by DHRM Policy 1.30 layoff and possess a valid Interagency Placement Screening Form (Yellow Card) or a Preferential Hiring Form (Blue Card), you must submit the card before the closing date for this position. The Card may be submitted with the state application as an attachment.

As a V3 (Virginia Values Veterans) employer VDH Welcomes Veterans to apply!

Supplemental Questions: You may be required to respond to position-specific questions at the end of this application. This information will help us evaluate your credentials and qualifications for the job. Failure to respond to any questions may disqualify you from further consideration.

Contact Information

Name: Rose Sandra Bose

Phone: 804-998-7871

Email: rose.bose@vdh.virginia.gov

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.