Service Desk Manager

Infinite Computer Solutions; Bogotá; Presencial; COP 311.111.000 - 462.222.000; Jornada completa

Descripción de la vacante

Infinite Computer Solutions seeks an Epic Clinical Service Desk Manager to own the 24/7 delivery of Epic service desk support for EHR users, including physicians, nurses, and staff. You will lead analysts, drive incident management, and coordinate with Epic vendor support to ensure high-quality service.

The role emphasizes SLA adherence, go-live readiness, and continuous improvement in a fast-paced clinical IT environment, with relocation to Dubai and coordination of rotation-based shifts.

Formación

• Extensive experience in Epic clinical service desk support.
• Strong understanding of Epic workflows, access & security models.
• Experience leading 24/7 service desk teams and coordinating go-lives.

Responsabilidades

• Own end-to-end Epic Clinical Service Desk operations 24/7.
• Lead and develop the Analyst team; manage rotations and escalations.
• Coordinate with Epic vendor support and clinical stakeholders during incidents.

Conocimientos

Epic clinical service desk

Epic application workflows

Leadership / team management

Stakeholder communications

Educación

Bachelor's degree in Healthcare IT / IT

Epic certifications (advantage)

ITIL certification (preferred)

Descripción del empleo

The Epic Clinical Service Desk Manager owns end-to-end delivery of 24/7 clinical service desk support for Electronic Health Record (EHR) users - including physicians, nurses, and clinical/administrative staff - across all Epic applications.

This role leads the team of Epic Clinical Service Desk Analysts who handle ticket resolution, account provisioning, incident management, and go-live/upgrade support, and is accountable for service quality, SLA performance, escalation management, and continuous improvement of the clinical support function. The Manager acts as the primary escalation point for complex or provider-sensitive issues and as the key liaison with clinical leadership, IT application teams, and Epic vendor support.

Key Responsibilities

Service Desk Operations & Delivery Ownership

• Own end-to-end delivery of the Epic Clinical Service Desk, ensuring 24/7 coverage across rotational shifts (weekly/biweekly)
• Ensure the team effectively supports:
• Ticket response and resolution for Epic application issues (workflows, printing, system access)
• Account provisioning - access requests, password resets, security role assignments
• Incident resolution - routine to complex Epic-related problems
• Go-lives, upgrades, and Technical Dress Rehearsals (TDRs)
• Drive adherence to SLA / KPI targets for ticket resolution, response time, and first-contact resolution
• Ensure accurate and consistent documentation practices across the team

Team Leadership & Capability Building

• Lead, schedule, and manage the Epic Clinical Service Desk Analyst team across 24/7 rotational shifts
• Recruit, onboard, and train analysts on Epic applications and clinical support protocols
• Mentor and upskill the team on handling hospital provider (physician & nurse) interactions
• Conduct performance reviews, coaching, and career development planning
• Build shift-coverage and escalation rosters to ensure continuous, uninterrupted support
• Act as Tier II+ escalation point for complex or provider-sensitive Epic issues
• Own major incident management for Epic outages or clinical-impacting issues
• Lead communication with clinical stakeholders during incidents, ensuring timely and clear updates
• Coordinate with Epic vendor support and internal application teams for unresolved or complex issues
• Drive root cause analysis (RCA) and preventive action plans for recurring issues
• Plan and lead service desk readiness for Epic go-lives, upgrades, and TDRs
• Ensure adequate staffing, training, and escalation paths are in place during go-live windows
• Capture and act on lessons learned post go-live to improve future readiness
• Act as primary point of contact between the service desk and hospital clinical leadership
• Build strong working relationships with physicians, nurses, and clinical department heads
• Present service performance, ticket trends, and improvement plans in governance/review meetings
• Manage relationship with Epic vendor support and coordinate escalations as needed
• Identify trends in ticket volume and recurring issues; drive initiatives to reduce repeat incidents
• Standardize support processes, knowledge base articles, and documentation templates
• Ensure compliance with healthcare data privacy and security requirements (e.g., HIPAA or local equivalents)
• Track, analyze, and report on KPIs and service health to senior leadership

Required Skills & Qualifications

Epic & Clinical Support Expertise

• Strong prior experience in Epic clinical service desk support, including direct experience handling hospital providers (physicians & nurses)
• Solid understanding of Epic application workflows, access/security model, and common clinical support scenarios
• Experience supporting or leading Epic go-lives, upgrades, and Technical Dress Rehearsals (TDRs)

Leadership & People Management

• Proven experience managing 24/7 / shift-based support teams
• Strong people leadership - hiring, coaching, performance management, and team development
• Ability to build and manage rotational shift schedules (weekly/biweekly) ensuring continuous coverage

Process & Governance

• Good working knowledge of ITSM / ITIL practices - Incident, Problem, and Change management
• Experience with service desk tooling, ticketing systems, and reporting/dashboards
• Familiarity with healthcare compliance and data privacy requirements

Leadership & Soft Skills (Critical)

• Strong stakeholder management skills, comfortable engaging directly with physicians and hospital leadership
• Calm, decisive communication under pressure, particularly during clinical-impacting incidents
• Ownership mindset with a strong bias toward proactive service improvement
• Excellent verbal and written communication skills

Other Requirements

• Willingness to be based in Dubai (relocation required)
• Flexibility to be available for and manage 24/7 rotational shift operations

Experience & Education

• 10-14+ years of overall experience in IT / clinical service desk support, with significant exposure to Epic EHR systems
• 3+ years in a team lead / manager role overseeing service desk or clinical IT support operations
• Bachelor's degree in Healthcare IT, Information Technology, or a related field
• Epic certifications (an advantage, e.g., relevant Epic application certifications)
• ITIL certification (preferred)

Key Performance Indicators (KPIs)

• Ticket resolution time and first-contact resolution rate
• SLA adherence across 24/7 shift operations
• Reduction in repeat/recurring incidents
• Go-live and upgrade readiness / support quality
• Team attrition, coverage adherence, and analyst performance metrics
• Documentation and knowledge base quality/completeness

What Good Looks Like in This Role

• 24/7 clinical service desk operates reliably with strong SLA adherence and minimal escalations
• Physicians and nurses report high confidence and satisfaction with support quality
• Smooth, well-prepared go-lives and upgrades with minimal disruption
• Visible reduction in ticket volume and repeat incidents through proactive improvement
• A well-trained, stable, and motivated analyst team with clear growth paths