Overview
Hybrid
$Open
Full Time
Part Time
Accepts corp to corp applications
Contract - W2
Contract - Independent
Contract - 12 month(s)
100% Travel
Skills
Customer Service
Administrative Support
Application Support
Operational Excellence
SLA
Regulatory Compliance
Workflow
Scheduling
Knowledge Base
Performance Metrics
Collaboration
Health Informatics
Communication
Leadership
User Experience
Onboarding
Training
Professional Development
Help Desk
Information Technology
Computer Science
Healthcare Information Technology
Technical Support
Supervision
ServiceNow
Microsoft Technologies
Remote Desktop
Incident Management
Documentation
Health Care
ITIL
Service Management
Management
HIS
Epic
Outsourcing
Technical Direction
Job Details
The Helpdesk Manager leads and oversees all aspects of the centralized IT Helpdesk supporting 13 state-operated behavioral healthcare facilities. Experience supporting Epic EHR and other clinical systems in a healthcare setting.
Required/Desired Skills
Questions
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.
- 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 | 0 | |
| 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 | 0 | |
| Knowledge of clinical processes and healthcare environments. | Required | 0 | |
| 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 | 0 |
Questions
| No. | Question |
|---|---|
| Question1 | Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you agree to this requirement? |
| Question2 | Please state the position(s) and dates of relevant Epic/EHR experience. |
| Question3 | What is your candidate's email address? |
| Question4 | How soon can your candidate start if selected for this opportunity? Must be able to start no later than two weeks from selection date. |
| Question5 | Vendors are encouraged to submit candidates that are available for the duration of the assignment. Do you anticipate your candidate being able to work until the proposed end date listed on this VectorVMS req? |
| Question6 | Vendors must disclose to the agency if the candidate will be subcontracted at the time of submission. Is your candidate an employee of your company or a subcontractor? Please be sure to notify a CAI Account Manager if your candidate's employee status changes. |
| Question7 | Vendors must notify the agency if any portion of the requirements listed in this task order will be outsourced to other countries. Do you anticipate outsourcing any work being done for this assignment to another country? |
| Question8 | Candidates submitted above the hourly Vendor Rate of $80/hr may not be considered for this assignment. Do you agree to this requirement? |
| Question9 | Payment for all approved hours will be paid at the straight hourly rate regardless of the total hours worked by the engaged resource. It is the responsibility of the Vendor to adhere to any applicable compensation laws including payment for overtime hours. Do you agree to this requirement? |
| Question10 | Have you thoroughly validated, and attest to the accuracy of, the credentials listed throughout your candidate s VectorVMS profile and resume pursuant to Section 5.2.5 of ITS-009440? |
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