EHR Helpdesk Manager

Overview

Hybrid
Depends on Experience
Contract - W2

Skills

ITOPS_Help Desk
ITOPS_Desktop Support

Job Details

Our government client is looking for an experienced EHR Helpdesk Manager on a hybrid 12+ months renewable contract role in Raleigh, NC.
#of positions: 2

Position: EHR Helpdesk Manager

Job Description
The Helpdesk Manager leads and oversees all aspects of the centralized IT Helpdesk supporting 13 state-operated behavioural healthcare facilities. This role is responsible for managing day-to-day helpdesk operations, ensuring high-quality customer service, coordinating incident and service request response, and leading a team of analysts/support specialist and 3 shift leads.
This position plays a key leadership role in the support of clinical applications, including Epic EHR, and infrastructure systems that are critical to patient care and administrative operations. The Helpdesk Manager works closely with infrastructure, application support, security, and leadership teams to drive operational excellence and end-user satisfaction.

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
Required/Desired Skills and Experience:
  • Bachelor’s degree in Information Technology, Computer Science, Healthcare IT, or related field; or an equivalent combination Required
  • 5 years of IT support Required
  • 2 years of a supervisory or management role Required
  • 2 years of Expert in ticketing systems (e.g., ServiceNow), Microsoft technologies, remote desktop tools, and incident management practices Required
  • Familiarity with modules like clinical documentation, orders, results review, medication administration, and patient registration Required
  • Knowledge of clinical processes and healthcare environments Required
  • 2 years of Experience supporting Epic EHR and other clinical systems in a healthcare setting Required
  • Knowledge of ITIL framework and service management best practices Highly desired

 About Vector:
Vector Consulting, Inc., (Headquartered in Atlanta) is an IT Talent Acquisition Solutions firm committed to delivering results. Since our founding in 1990, we have been partnering with our customers, understanding their business, and developing solutions with a commitment to quality, reliability and value. Our continuing growth has been and continues to be built around successful relationships that are based on our organization's operating philosophy and commitment to ** People, Partnerships, Purpose and Performance - THE VECTOR WAY
www.vectorconsulting.com
“Celebrating 30 years of service.”
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