Ohio Benefits and Legacy Systems Help Desk Supervisor

Office of Family Assistance

What You’ll Do

The Ohio Benefits and Legacy Systems Help Desk Supervisor monitors the statewide systems in coordination with policy and other vendors to ensure compliance with laws, rules, and regulations. The helpdesk supervisor manages their staff of approximately 7 to assist customers with system related issues and find effective solutions.

• Plan, direct, and oversee statewide guidance for counties and providers to ensure compliance with state and federal laws, rules, and regulations.
• Monitor statewide systems (e.g., Ohio Benefits, CRIS-E, CSS/IVR, EDMS) to ensure consistent application across counties and adherence to performance standards.
• Work with policy areas (e.g., SNAP, Cash Assistance), OIS, DAS, external vendors, and other program offices to identify and solve system issues.
• Use available systems to troubleshoot issues and assist users in finding acceptable solutions.
• Research inquiries in the Ohio Administrative Knowledge System (OAKS).
• Work with the EPPICard and Electronic Benefit Transfer (EBT) systems.
• Approve access to Ohio Benefits through the Identity Management System (IMS) and allocate roles for PRC tool requests.
• Track user access and ensure proper revocation for exiting employees, following audit requirements.
• Provide documentation for system audits and recommend policy changes to improve benefit calculations and issuances.
  
  

Supervise Assigned Staff, Including

• Assigning work, providing direction, and making hiring recommendations.
• Reviewing work, giving feedback, and setting employee goals.
• Conducting performance evaluations and monitoring staff performance.
• Approving or denying leave requests and recommending disciplinary actions.
• Conducting staff meetings and encouraging professional development.
  
  

Perform Additional Duties Such As

• Participating in meetings, training, and travel as needed.
• Responding to inquiries.
• Using a computer to produce documents, reports, and maintain logs and records.
• Schedule: Monday- Friday 8AM-5PM
  
  

Travel: Travel required, as needed. Must provide own transportation or, in

order to operate a state vehicle, you must have a valid driver’s license.

PN(s): 20044298

Option 1

The ideal candidate, at minimum, must have the following:

• Completion of undergraduate core program in social or behavioral science or pre-medicine
  
  

AND

• 24 mos. exp. in delivery of human services or medical assistance in governmental, community or private human support services agency or medical provider
  
  

AND

• 6 mos. exp. in management
  
  

AND

• 12 mos. exp. in supervisory principles/techniques.
  
  

Option 2

• Or completion of graduate core program in social or behavioral science or medicine-related field
  
  

AND

• 18 mos. exp. in delivery of human services or medical assistance in governmental, community or private human support services agency or medical provider
  
  

AND

• 6 mos. exp. in management
  
  

AND

• 12 mos. exp. in supervisory principles/techniques.
  
  

Or

• Equivalent of minimum class qualifications for employment noted above.
  
  

Tips For Your Application

When completing the different sections of this application, be sure to clearly describe how you meet the minimum qualifications outlined in this job posting. We cannot give you credit for your Work Experience and Education & Certifications if you do not provide that information in your online application. Information in attached resumes or cover letters must be entered into your application in the appropriate Work Experience or Education & Certification sections to be considered.

Pay Information

This position is in the State of Ohio’s E1 Pay Schedule, Pay Range 14. Unless required by legislation or union contract, starting salary will be the minimum salary of that pay range (step 1, currently $37.53 per hour). These ranges provide a standardized pathway for pay increases. With continued employment, new hires move to the next step in the range after 6 months and annually thereafter. Cost of Living Adjustments increase wages in these ranges each fiscal year. The current step progression wages are in the table below.

Pay Range 14

Step 1

Step 2

Step 3

Step 4

Step 5

Step 6

Step 7

Step 8

Hourly

$37.53

$43.55

$41.80

$44.07

$46.56

$49.15

$51.19

$53.58

Annual

$78,062

$82,514

$86,944

$91,666

$96,845

$102,232

$106,475

$111,446

Months of Employment

At Hire

6 months

18 months

30 months

42 months

54 Months

66 Months

78 Months

Organization

Job & Family Services

Agency Contact Name and Information

odjfscareers@jfs.ohio.gov

Unposting Date

Apr 10, 2025, 11:59:00 PM

Work Location

James A Rhodes Office Tower 32

Primary Location

United States of America-OHIO-Franklin County-Columbus

Compensation

37.53

Schedule

Full-time

Classified Indicator

Classified

Union

Exempt from Union

Primary Job Skill

Human Services

Technical Skills

Human Services, Management

Professional Skills

Analyzation, Strategic Thinking

Agency Overview

Who We Are

The Ohio Department of Job and Family Services (ODJFS) supports Ohioans and their families through the following programs:

• Public Assistance
• Workforce Development
• Unemployment Insurance
• Adult Protective Services
• Child Support
  
  

Public service is an honorable way to serve the community in a hands-on dedicated way. You can make a difference in someone’s world!

Guiding Principles

• We will be a leader in customer satisfaction.
• We will have a reputation that attracts and retains talented, diverse, and dedicated employees.
• We get better at what we do everyday.