Helpdesk Manager – EHR Position Available In Wake, North Carolina

Helpdesk Manager – EHR accel bi corporation – 4.5 Raleigh, NC Job Details Full-time $85,000 – $97,000 a year 22 hours ago Qualifications Management Medication administration Computer Science Employee orientation Technical support Supervising experience Bachelor’s degree ITIL Remote access software IT support ServiceNow Epic Senior level 2 years Help desk Information Technology Full Job Description We are seeking Helpdesk Manager will lead and oversees all aspects of the centralized IT Helpdesk supporting 13 state-operated behavioral healthcare facilities. This role is responsible for managing day-to-day helpdesk operations, ensuring high-quality customer service, coordinating incident and service request responses, and leading a team comprising analysts, support specialists, and three shift leads. Serving as a key leader, the Helpdesk Manager plays a vital role in supporting clinical applications, including Epic EHR, and infrastructure systems essential to patient care and administrative operations. This position collaborates closely with infrastructure, application support, security, and leadership teams to drive operational excellence and maximize end-user satisfaction.

Key Responsibilities:

Lead, manage, and develop a skilled team of helpdesk professionals delivering technical support across all behavioral healthcare facilities. Oversee ticket management systems (e.g., ServiceNow), monitoring queue performance, SLA compliance, and escalation workflows to ensure timely resolution. Act as the primary point of contact for escalated technical issues and service disruptions, coordinating appropriate resolution actions. Ensure 24/7 helpdesk support coverage, including shift scheduling, on-call rotations, and emergency response coordination. Standardize support processes by developing and maintaining SOPs, documentation, and knowledge base resources to enhance team effectiveness. Analyze helpdesk performance metrics and trends to identify improvement opportunities and implement service enhancement initiatives. Collaborate with EHR and clinical informatics teams to support system rollouts, go-live events, and technical dress rehearsals, ensuring smooth transitions and minimal downtime. Maintain transparent and effective communication with executive leadership, clinical departments, and vendor partners. Lead the evaluation and implementation of helpdesk tools, technologies, and best practices to improve operational efficiency and user experience. Manage onboarding, training, and continuous professional development for helpdesk staff to build a high-performing support team.

Basic Qualification:

Bachelor’s degree in Information Technology, Computer Science, Healthcare IT, or a related field; or an equivalent combination of education and experience. Minimum 5 years of experience in IT support. At least 2 years of experience in a supervisory or management role. Expertise in ticketing systems (e.g., ServiceNow), Microsoft technologies, remote desktop tools, and incident management practices. Familiarity with clinical modules such as clinical documentation, orders, results review, medication administration, and patient registration. Strong knowledge of clinical processes and healthcare environments. Minimum 2 years of experience supporting Epic EHR and other clinical systems in a healthcare setting. Knowledge of ITIL framework and service management best practices