Director, Help Desk – Epic Experience Strongly Preferred

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $149.9k - $299.8k / year

⏰ Full Time

🔴 Lead

💻 IT Support

👻 Ghost score 0%

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OCHIN, Inc.

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2000

💼 Consulting

🏥 Healthcare

🤝 Non-profit

Consulting • Healthcare • Non-profit

OCHIN, Inc. is a nonprofit health IT consultancy that partners with rural and community care organizations across the United States to advance equitable, whole-person care. For more than 25 years it has provided access to a shared EHR platform and integrated knowledge solutions, and it delivers Health IT, workforce training, operational/financial consulting, research, and advocacy to improve clinical quality, clinician well‑being, and sustainability for its national network of community health providers.

📋 Description

• Lead delivery of Help Desk and Access Services • Establish and monitor service metrics, SLAs, quality standards, and operational dashboards • Drive improvements in responsiveness, resolution effectiveness, customer satisfaction, and service delivery performance • Analyze service trends, backlog health, SLA attainment, and member feedback • Govern service management platforms, ticketing systems, workflows, reporting, and knowledge management • Lead quality assurance, ticket reviews, process improvement, automation, self-service, and workflow optimization • Oversee Help Desk intake, prioritization, routing, escalation, and resolution coordination • Monitor incident queues, escalations, and SLA compliance • Serve as senior operational escalation point for member-impacting service concerns • Lead major incident coordination, communication, and service restoration • Oversee Epic Security Access operations, including provisioning, role administration, access changes, and deprovisioning • Support audit readiness and compliance activities related to user access and security controls • Lead, develop, and mentor Help Desk and Access Services leaders and team members • Establish staffing models, workforce plans, coverage strategies, and succession plans • Oversee performance management, employee development, onboarding, and training programs • Support apprenticeship program delivery and transitions into Solutions Analyst roles • Partner cross-functionally with Install, Maintenance, Member Care, Revenue Cycle, Technical Services, Infrastructure, and Information Security • Support operational readiness for go-lives, upgrades, releases, and organizational initiatives • Participate in governance, strategic planning, and continuous improvement efforts

🎯 Requirements

• Bachelor's degree in Information Technology, Healthcare Administration, Business Administration, Management, or a related field; equivalent combination of education and experience may be considered • 8+ years of progressive leadership experience in IT support, service management, customer support, healthcare technology operations, or related functions • 5+ years of experience leading managers, supervisors, technical leads, or operational teams in a complex, customer-facing environment • Experience leading Help Desk, Service Desk, Customer Support, Access Management, or similar operational support functions • Experience managing service delivery performance, operational metrics, SLAs, incident management, and continuous improvement initiatives • Experience administering or governing ticketing and service management platforms, such as Jira Service Management, ServiceNow, or similar solutions • Experience developing, monitoring, and reporting on operational dashboards, KPIs, and service performance metrics • Strong understanding of customer service principles, escalation management, workforce planning, and operational excellence practices • Experience building and leading high-performing teams, including coaching, performance management, talent development, and succession planning • Exceptional communication, relationship management, and stakeholder engagement skills • Ability to lead through change, influence across organizational boundaries, and drive alignment among diverse stakeholders • Ability to work independently and efficiently from a home office environment • High Speed Internet Service • Ability to work in a distraction free workplace • Legally authorized to work in the United States on a permanent basis at the time of application • ITIL, HDI, or other service management certification, Epic/NextGen experience, healthcare technology experience, access governance experience, and master's degree are preferred

🏖️ Benefits

• Generous compensation package • Healthy work-life balance • Opportunity for professional advancement • Remote work from home • Nationwide travel based on business needs • Comprehensive range of benefits • Immunization support/encouragement, including COVID-19 and influenza vaccinations