EPIC/EHR Helpdesk Manager: 1+ Yr Project Raleigh NC: Remote Now/Onsite Later.

NCDHHS 763716: The Helpdesk Manager leads and oversees all aspects of the centralized IT Helpdesk supporting 13 state-operated behavioral 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

Skill

Required / Desired

Amount

of Experience

Bachelor s degree in Information Technology, Computer Science, Healthcare IT, or related field; or an equivalent combination.

Required

5 years in IT support

Required

5

Years

2 years in a supervisory or management role.

Required

2

Years

Expert in ticketing systems (e.g., ServiceNow), Microsoft technologies, remote desktop tools, and incident management practices.

Required

2

Years

Familiarity with modules like clinical documentation, orders, results review, medication administration, and patient registration.

Required

Knowledge of clinical processes and healthcare environments.

Required

Experience supporting Epic EHR and other clinical systems in a healthcare setting.

Required

2

Years

Knowledge of ITIL framework and service management best practices.

Highly desired

Question 2: Please state the position(s) and dates of relevant Epic/EHR experience.