Lead, Clinical Apps Support (Hybrid)

CVS Health

Springfield (IL)

Hybrid

USD 47,000 - 112,000

Full time

4 days ago

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Benefits offered by this job

Medical insurance

Dental coverage

Vision coverage

Paid time off

Retirement savings options

Wellness programs

Job summary

CVS Health is seeking an Associate Manager/Supervisor to lead the Clinical Applications Support Team. You will supervise analysts, manage tickets, audits, and performance toward OKRs, ensuring timely incident resolution and system uptime.

The role requires experience with clinical applications (Epic/Cerner), ITSM tools (ServiceNow/Remedy), and strong leadership to drive process improvements in a hybrid/remote environment with occasional travel.

Qualifications

Minimum 3 years in IT Service Desk or Application Support
Minimum 3 years in a management/supervisory role
Experience supporting clinical applications (EHR like Epic, Cerner)
Expert-level ITSM knowledge and tools (ServiceNow, Remedy)
3+ years of People Leadership experience
Availability to support 6:00 AM – 7:00 PM Central Time

Responsibilities

Direct a team of Clinical Application Support Analysts, manage schedules, performance reviews and development
Oversee daily workflow, incidents, service requests and SLAs
Implement ticket auditing to ensure SOP compliance and quality resolution
Define and track OKRs and KPIs for customer satisfaction, ticket resolution, and uptime
Identify recurring issues, drive process improvements to reduce support volume
Manage staff schedules, time keeping, and PTO; ensure 6:00–19:00 CST coverage