IT EHR Helpdesk Manager (NC763716)
Key Responsibilities
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Lead, manage, and develop a team of helpdesk professionals providing technical support across all facilities.
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Oversee ticket management systems (e.g., ServiceNow), monitoring queue performance, SLA compliance, and escalation workflows.
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Serve as the primary point of contact for escalated technical issues and service disruptions.
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Ensure 24/7 support coverage, including scheduling shifts, on-call rotations, and coordinating emergency response efforts.
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Standardize support processes and develop SOPs, documentation, and knowledge base resources.
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Analyze performance metrics and trends to drive service improvement initiatives.
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Collaborate with EHR and clinical informatics teams to support system rollouts, go-live events, and technical dress rehearsals.
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Maintain clear communication channels with executive leadership, clinical departments, and vendor partners.
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Lead the implementation of helpdesk tools, technologies, and best practices to improve efficiency and user experience.
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Manage onboarding, training, and professional development for helpdesk staff.
Preferred Qualifications
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Experience supporting Epic EHR and other clinical systems in a healthcare setting