Healthcare IT Service Desk Manager - Epic Support

CTG; Norfolk (VA); Hybrid; USD 90,000 - 120,000; Full time

Job summary

CTG is seeking an experienced Service Desk Manager in Norfolk, VA to lead the Service Desk in a 24-hour healthcare environment, focusing on Epic and clinical applications support. This role requires building a capable, customer-focused team that delivers effective troubleshooting and first-contact resolution.

The position is local to Norfolk, with in-office presence three days per week, and requires eligibility to work in the US.

Qualifications

• Experience supervising or managing Service Desk, technical support, healthcare IT, or clinical application support staff.
• Healthcare IT experience with Epic or similar EHR is strongly preferred.
• Experience developing technical staff through training, coaching, and knowledge management.
• Working knowledge of IT service management, incident and request management, troubleshooting, identity and access, and enterprise apps.

Responsibilities

• Lead daily Service Desk operations: staffing, scheduling, workload coordination, and 24-hour healthcare support.
• Provide leadership to frontline staff for Epic and clinical applications, identity management, hardware, software, and printers.
• Advance the Service Desk toward resolution-focused, first-contact resolution.
• Develop onboarding, Epic training, and competency standards for Analyst roles I-III.
• Oversight of Identity and Access management, SailPoint operations, and access workflows.

Skills

Healthcare IT leadership

Epic support experience

Team development

IT service management

ITIL foundations

Education

ITIL 4 Foundation

Tools

Ivanti ITSM

Epic support tooling

Job description

CTG is seeking an experienced Service Desk Manager in Norfolk, VA to lead the Service Desk in a 24-hour healthcare environment, focusing on Epic and clinical applications support. This role requires building a capable, customer-focused team that delivers effective troubleshooting and first-contact resolution.

The position is local to Norfolk, with in-office presence three days per week, and requires eligibility to work in the US.