Director, Help Desk & Epic Access (Remote)

OCHIN, Inc.; United States; On-site; USD 150,000 - 300,000; Full time

Job summary

OCHIN, a national nonprofit health care innovation leader, seeks a Director of Help Desk to oversee the Help Desk, Epic Security Access, and associated service management functions. You will drive SLA performance, incident management, and continuous improvement while partnering with Member Care, IT Systems, Infrastructure, and Epic product teams.

The role requires strong leadership of large teams, governance of service platforms, and deep experience in healthcare technology operations to deliver

Qualifications

• Bachelor's degree or equivalent in IT, healthcare administration, business administration, management, or a related field.
• 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.
• Demonstrated 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.

Responsibilities

• Lead the delivery of high-quality Help Desk and Access Services that meet customer service standards, operational objectives, and member expectations.
• 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 to identify opportunities for improvement and risk mitigation.
• Foster a culture of accountability, service excellence, and continuous improvement.
• Provide governance and oversight of service management platforms, ticketing systems, workflows, reporting, and knowledge management practices.
• Ensure support processes, escalation pathways, and service documentation effectively meet member and organizational needs.
• Lead quality assurance efforts, ticket reviews, and process improvement initiatives.
• Partner with operational and technical teams to drive automation, self-service capabilities, and workflow optimization.
• Oversee Help Desk operations as the primary entry point for member and internal support requests.
• Ensure effective intake, prioritization, routing, escalation, and resolution coordination of service requests and incidents.
• Monitor incident queues, escalations, and SLA compliance to ensure timely response and resolution.
• Serve as the senior operational escalation point for member-impacting service concerns.
• Lead major incident coordination, communication, and service restoration activities.
• Partner across operational teams to ensure seamless handoffs and coordinated issue resolution.
• Lead Epic Security Access operations, including user provisioning, role administration, access changes, and deprovisioning.
• Ensure timely fulfillment of access requests in accordance with SLAs, organizational policies, and security requirements.
• Support audit readiness and compliance activities related to user access and security controls.
• Drive continuous improvement in access management efficiency, quality, and user experience.
• 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 ongoing training programs.
• Partner with Operations and apprenticeship program leaders to support program delivery, including monitoring apprentice progress, providing coaching, and facilitating successful transitions from the Help Desk into Solutions Analyst roles.
• Build a high-performing team focused on member service, technical excellence, and operational discipline.
• Partner with leaders across Install, Maintenance, Member Care, Revenue Cycle, Technical Services, Infrastructure, and Information Security to deliver a seamless member experience.
• Support operational readiness for go-lives, upgrades, releases, and organizational initiatives.
• Participate in governance, strategic planning, and continuous improvement efforts across Operations.
• Other duties as assigned

Skills

Leadership

Customer service

Communication

Stakeholder management

Incident management

Service delivery

Education

Bachelor's degree in Information Technology/Healthcare Administration/Business Administration/Management or related field

Tools

Jira Service Management

ServiceNow

Job description

OCHIN, a national nonprofit health care innovation leader, seeks a Director of Help Desk to oversee the Help Desk, Epic Security Access, and associated service management functions. You will drive SLA performance, incident management, and continuous improvement while partnering with Member Care, IT Systems, Infrastructure, and Epic product teams.

The role requires strong leadership of large teams, governance of service platforms, and deep experience in healthcare technology operations to deliver