Hybrid Clinical Apps Support Manager

CVS Health; Springfield (IL); Hybrid; USD 47,000 - 112,000; Full time

Benefits offered by this job

Comprehensive benefits package

Job summary

CVS Health is seeking an Associate Manager/Supervisor to lead our Clinical Applications Support Team. The role focuses on ensuring reliable operation of clinical software, supervising staff, and maintaining high service quality. You will set goals, monitor performance, and drive improvements in incident handling and system uptime.

You’ll coordinate scheduling, provide mentorship, and ensure adherence to SOPs while supporting a hybrid/remote work model with occasional travel for project needs.

Qualifications

• Minimum 3 years in an IT Service Desk, Application Support, or similar operational environment.
• Minimum 3 years in a management or supervisory role.
• Demonstrated experience supporting clinical applications (e.g., Electronic Health Records like Epic, Cerner, or relevant clinical systems).
• Expert-level knowledge of IT Service Management (ITSM) principles and tools (e.g., ServiceNow, Remedy).
• Availability to support help desk operation coverage running 6:00 AM – 7:00 PM Central Standard Time.

Responsibilities

• Directly supervise a team of Clinical Application Support Analysts / Service Desk, including scheduling, performance reviews, mentoring, and professional development.
• Oversee the daily workflow, ensuring all support incidents, service requests, and problem tickets are handled efficiently, accurately, and within established SLAs.
• Implement and execute a robust ticket auditing process to ensure documentation completeness, adherence to SOPs, and quality of resolution.
• Drive team performance by defining, tracking, and reporting on OKRs and KPIs related to customer satisfaction, ticket resolution efficiency, and system uptime.
• Identify trends and root causes of recurring issues; develop strategies to improve system stability and reduce support volume.

Skills

People Leadership

Team Management

ITSM

Epic/EHR knowledge

ServiceNow

Communication

Tools

ServiceNow

Remedy

Ticketing Systems

Job description

CVS Health is seeking an Associate Manager/Supervisor to lead our Clinical Applications Support Team. The role focuses on ensuring reliable operation of clinical software, supervising staff, and maintaining high service quality. You will set goals, monitor performance, and drive improvements in incident handling and system uptime.

You’ll coordinate scheduling, provide mentorship, and ensure adherence to SOPs while supporting a hybrid/remote work model with occasional travel for project needs.