EHR Helpdesk Manager - Hybrid

Role :- EHR Helpdesk Manager - Hybrid -Only local to NC

Location :- Raleigh ,NC -USA

Duration :- Long term

Job Description :-

***Interview Type Webcam Interview Only *** Very long term project; initial PO for 1 year, expect to go for 4+ years *** Hybrid***

Short Description:

The Helpdesk Manager leads and oversees all aspects of the centralized IT Helpdesk supporting 13 stateoperated behavioral healthcare facilities. Experience supporting Epic EHR and other clinical systems in a healthcare setting.

Job Description:

The Helpdesk Manager leads and oversees all aspects of the centralized IT Helpdesk supporting 13 stateoperated behavioral healthcare facilities. This role is responsible for managing daytoday helpdesk operations, ensuring highquality 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 enduser 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, oncall 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, golive 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 Skills

• Bachelor s degree in Information Technology, Computer Science, Healthcare IT, or related field; or an equivalent combination.
• 5 years in IT support 5 Years
• 2 years in a supervisory or management role. 2 Years
• Expert in ticketing systems (e.g., ServiceNow), Microsoft technologies, remote desktop tools, and incident management practices. 2 Years
• 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. 2 Years

Highly Desired Skills

• Knowledge of ITIL framework and service management best practices.