Overview
On Site
$$45-50 / hr
Contract - W2
Contract - 12 month(s)
Skills
EHR Helpdesk Manager
Job Details
Job Description:
Responsibilities:
- Lead, manage, and develop a team of helpdesk professionals providing technical support across all facilities.
- Oversee ticket management systems (e.g., ServiceNow), monitoring queue performance, SLA compliance, and escalation workflows.
- Serve as the primary point of contact for escalated technical issues and service disruptions.
- Ensure 24/7 support coverage, including scheduling shifts, on-call rotations, and coordinating emergency response efforts.
- Standardize support processes and develop SOPs, documentation, and knowledge base resources.
- Analyze performance metrics and trends to drive service improvement initiatives.
- CollaboXX with EHR and clinical informatics teams to support system rollouts, go-live events, and technical dress rehearsals.
- Maintain clear communication channels with executive leadership, clinical departments, and vendor partners.
- Lead the implementation of helpdesk tools, technologies, and best practices to improve efficiency and user experience.
- Candidateage onboarding, training, and professional development for helpdesk staff.
- Experience supporting Epic EHR and other clinical systems in a healthcare setting.
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