EPIC/EHR Helpdesk Manager: 1+ Yr Project Raleigh NC: Remote Now/Onsite Later.

Jobs via Dice; Raleigh (NC); Remote; USD 67,000 - 77,000; Full time

Job summary

A leading company is seeking a Helpdesk Manager for its operations in Raleigh, NC. This role involves overseeing the IT helpdesk for 13 state-operated healthcare facilities, ensuring high-quality customer service, and leading a team of support specialists. Candidates should have strong IT support experience, particularly in a healthcare setting with knowledge of Epic EHR systems.

Qualifications

• 5+ years of IT support experience required.
• 2 years in a supervisory or managerial role required.
• Experience with Epic EHR in a healthcare setting required.

Responsibilities

• Lead and manage a team of helpdesk professionals.
• Oversee ticket management and ensure SLA compliance.
• Collaborate with clinical and infrastructure teams.

Skills

Customer Service

Team Leadership

Incident Management

ITIL Knowledge

Education

Bachelor's degree in Information Technology, Computer Science, or related field

Tools

ServiceNow

Microsoft Technologies

Job description

EPIC/EHR Helpdesk Manager: 1+ Yr Project Raleigh NC: Remote Now/Onsite Later.

EPIC/EHR Helpdesk Manager: 1+ Yr Project Raleigh NC: Remote Now/Onsite Later.

1 day ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

Dice is the leading career destination for tech experts at every stage of their careers. Our client, Beechwood Computing Ltd, is seeking the following. Apply via Dice today!

NCDHHS 763716: The Helpdesk Manager leads 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 response, and leading a team of analysts/support specialist and 3 shift leads.

This position 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. The Helpdesk Manager works closely with infrastructure, application support, security, and leadership teams to drive operational excellence and end-user satisfaction.

Key Responsibilities

• 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.
  
  

Preferred Qualifications

• Experience supporting Epic EHR and other clinical systems in a healthcare setting
  
  

Required / Desired Skills

Skill

Required / Desired

Amount

of Experience

Bachelor s degree in Information Technology, Computer Science, Healthcare IT, or related field; or an equivalent combination.

Required

5 years in IT support

Required

5

Years

2 years in a supervisory or management role.

Required

2

Years

Expert in ticketing systems (e.g., ServiceNow), Microsoft technologies, remote desktop tools, and incident management practices.

Required

2

Years

Familiarity with modules like clinical documentation, orders, results review, medication administration, and patient registration.

Required

Knowledge of clinical processes and healthcare environments.

Required

Experience supporting Epic EHR and other clinical systems in a healthcare setting.

Required

2

Years

Knowledge of ITIL framework and service management best practices.

Highly desired

Question 2: Please state the position(s) and dates of relevant Epic/EHR experience.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development

Referrals increase your chances of interviewing at Jobs via Dice by 2x

Sign in to set job alerts for “Help Desk Manager” roles.

e-Service Chat Representative - 100% Remote

Raleigh, NC $67,900.00-$76,388.00 19 hours ago

Raleigh-Durham-Chapel Hill Area 5 hours ago

Help Desk Support/Network Administrator(Remote)

IT Business Systems Analyst - ScriptMed - Remote

Customer Service Manager – Functional Support North America

Airport Customer Service Supervisor - RDU KLM

Administrative Associate II--Temporary Solutions (Pitt)

User Support Technician I - INTERNAL to State Government

Administrative Specialist I Business Office/Switchboard

Administrative Specialist I --Temporary Solutions

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.