EHR Helpdesk Manager
DataStaff, Inc. is currently seeking a EHR Helpdesk Manager for a long-term contract opportunity with one of our direct clients in Raleigh, NC.
*This position is hybrid
Responsibilities:
- Leads and oversees all aspects of the centralized IT Helpdesk supporting 13 state-operated behavioral healthcare facilities.
- Managing day-to-day helpdesk operations, ensuring high-quality customer service, coordinating incident and service request response, and leading a team of analysts/support specialist and 3 shift leads.
- Plays a key leadership role in the support of clinical applications, including Epic EHR, and infrastructure systems that are critical to patient care and administrative operations.
- Works closely with infrastructure, application support, security, and leadership teams to drive operational excellence and end-user satisfaction.
- Lead, manage, and develop a team of helpdesk professionals providing technical support across all facilities.
- Oversee ticket management systems (e.g., ServiceNow), monitoring queue performance, SLA compliance, and escalation workflows.
- Serve as the primary point of contact for escalated technical issues and service disruptions.
- Ensure 24/7 support coverage, including scheduling shifts, on-call rotations, and coordinating emergency response efforts.
- Standardize support processes and develop SOPs, documentation, and knowledge base resources.
- Analyze performance metrics and trends to drive service improvement initiatives.
- Collaborate with EHR and clinical informatics teams to support system rollouts, go-live events, and technical dress rehearsals.
- Maintain clear communication channels with executive leadership, clinical departments, and vendor partners.
- Lead the implementation of helpdesk tools, technologies, and best practices to improve efficiency and user experience.
- Manage onboarding, training, and professional development for helpdesk staff.
Required Skills:
- Bachelor’s degree in Information Technology, Computer Science, Healthcare IT, or related field; or an equivalent combination.
- 5 Years - IT support
- 2 Years - Supervisory or management role.
- 2 Years - Expert in ticketing systems (e.g., ServiceNow), Microsoft technologies, remote desktop tools, and incident management practices.
- Familiarity with modules like clinical documentation, orders, results review, medication administration, and patient registration.
- Knowledge of clinical processes and healthcare environments.
- 2 Years - Experience supporting Epic EHR and other clinical systems in a healthcare setting.
Desired Skills:
- Knowledge of ITIL framework and service management best practices.
This position is available on a corp-to-corp basis or as a W2 position with a competitive benefits package. DataStaff, Inc. offers medical, dental and vision coverage options as well as paid vacation, sick and holiday leave. As many of our opportunities are long-term, we also have a 401k program available for employees after 6 months.