Overview
On Site
Accepts corp to corp applications
Contract - Independent
Contract - W2
Contract - 12 month(s)
Skills
helpdesk
EPIC
ServiceNOW
EHR
Job Details
Title: EHR Helpdesk Manager
Location: RTP, NC (Hybrid)
Duration: 12+ Months of Contract role with Extensions
Key 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.
- Collaborate 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.
- Manage onboarding, training, and professional development for helpdesk staff.
Preferred Qualifications
- Experience supporting Epic EHR and other clinical systems in a healthcare setting
Top Skills:
- Bachelor's degree in Information Technology, Computer Science, Healthcare IT, or related field; or an equivalent combination.
- 5 years in IT support
- 2 years in a supervisory or management role.
- Expert in ticketing systems (e.g., ServiceNow), Microsoft technologies, remote desktop tools, and incident management practices.
- Familiarity with modules like clinical documentation, orders, results review, medication administration, and patient registration.
- Knowledge of clinical processes and healthcare environments.
- Experience supporting Epic EHR and other clinical systems in a healthcare setting.
- Knowledge of ITIL framework and service management best practices.
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