Director, Help Desk – Epic Experience Strongly Preferred
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Job Description
Director leading Help Desk, service management, and Epic access operations for OCHIN, a nonprofit healthcare technology provider. Driving SLAs, incident management, governance, and workforce development nationwide.
Responsibilities:
- 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
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