Director, Help Desk – Epic Experience Strongly Preferred

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the delivery of Help Desk and Access Services.

• Set and track service metrics, SLAs, quality benchmarks, and operational dashboards.

• Enhance responsiveness, resolution effectiveness, customer satisfaction, and service delivery outcomes.

• Assess service trends, backlog status, SLA compliance, and member feedback.

• Manage service management platforms, ticketing systems, workflows, reporting, and knowledge management.

• Lead quality assurance initiatives, ticket evaluations, process enhancements, automation, self-service options, and workflow refinements.

• Supervise Help Desk intake, prioritization, routing, escalation, and coordination of resolutions.

• Track incident queues, escalations, and SLA adherence.

• Act as a senior operational escalation point for service issues impacting members.

• Coordinate major incidents, including communication and service restoration efforts.

• Direct Epic Security Access operations, encompassing provisioning, role administration, access modifications, and deprovisioning.

• Facilitate audit readiness and compliance efforts related to user access and security protocols.

• Mentor and develop Help Desk and Access Services leaders and team members.

• Design staffing models, workforce plans, coverage strategies, and succession plans.

• Manage performance evaluations, employee development, onboarding, and training initiatives.

• Assist in the delivery of apprenticeship programs and transitions into Solutions Analyst positions.

• Collaborate across functions with Install, Maintenance, Member Care, Revenue Cycle, Technical Services, Infrastructure, and Information Security.

• Ensure operational readiness for go-lives, upgrades, releases, and organizational projects.

• Engage in governance, strategic planning, and continuous improvement efforts.

⛳️ Requirements

• Bachelor’s degree in Information Technology, Healthcare Administration, Business Administration, Management, or a related discipline; a combination of education and experience may be acceptable.

• Minimum of 8 years of progressive leadership experience in IT support, service management, customer support, healthcare technology operations, or similar areas.

• At least 5 years of experience supervising managers, supervisors, technical leads, or operational teams in a complex, customer-oriented setting.

• Proven experience leading Help Desk, Service Desk, Customer Support, Access Management, or related operational support functions.

• Demonstrated ability to manage service delivery performance, operational metrics, SLAs, incident management, and continuous improvement efforts.

• Familiarity with administering or governing ticketing and service management platforms, such as Jira Service Management, ServiceNow, or comparable solutions.

• Experience in developing, monitoring, and reporting on operational dashboards, KPIs, and service performance metrics.

• Strong comprehension of customer service principles, escalation management, workforce planning, and operational excellence methodologies.

• Proven track record in building and leading high-performing teams, including coaching, performance management, talent development, and succession planning.

• Excellent communication, relationship management, and stakeholder engagement abilities.

• Capability to lead through change, influence across organizational boundaries, and foster alignment among diverse stakeholders.

• Ability to work independently and effectively from a home office.

• High-speed internet service.

• Capacity to maintain focus in a distraction-free work environment.

• Legally authorized to work permanently in the United States at the time of application.

• Preferred qualifications include ITIL, HDI, or other service management certifications, Epic/NextGen experience, healthcare technology expertise, access governance experience, and a master’s degree.

🏝️ Benefits

• Competitive compensation package.

• Healthy work-life balance.

• Opportunities for professional growth.

• Remote work flexibility.

• Nationwide travel based on business requirements.

• Comprehensive benefits package.

• Support and encouragement for immunizations, including COVID-19 and influenza vaccinations.