Director, Help Desk – Epic Experience Strongly Preferred

OCHIN, Inc.

. Lead delivery of Help Desk and Access Services .

Posted 10/20/2026full-timeRemote • United StatesLead💰 $149,885 - $299,770 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading Help Desk and Access Services operations, focusing on service delivery performance, operational metrics, and continuous improvement. Proven ability to develop high-performing teams and manage complex customer-facing environments while ensuring compliance and audit readiness.

Highest-signal resume keywords

Service ManagementIncident ManagementOperational MetricsTeam LeadershipCustomer Service Principles

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service Delivery PerformanceOperational DashboardsSLA ManagementTicketing Systems AdministrationProcess ImprovementWorkflow OptimizationQuality AssuranceAccess ManagementData AnalysisEscalation Management

Soft Skills

Exceptional CommunicationRelationship ManagementStakeholder EngagementChange LeadershipTalent Development

Tools & Technologies

Jira Service ManagementServiceNowEpic Security AccessKnowledge Management SystemsOperational Dashboards

Certifications & Qualifications

ITIL CertificationHDI Certification

Industry Keywords

Healthcare TechnologyCustomer SupportAccess GovernanceService DeskIT Support

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Lead delivery of Help Desk and Access Services
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
Govern service management platforms, ticketing systems, workflows, reporting, and knowledge management
Lead quality assurance, ticket reviews, process improvement, automation, self-service, and workflow optimization
Oversee Help Desk intake, prioritization, routing, escalation, and resolution coordination
Monitor incident queues, escalations, and SLA compliance
Serve as senior operational escalation point for member-impacting service concerns
Lead major incident coordination, communication, and service restoration
Oversee Epic Security Access operations, including provisioning, role administration, access changes, and deprovisioning
Support audit readiness and compliance activities related to user access and security controls
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 training programs
Support apprenticeship program delivery and transitions into Solutions Analyst roles
Partner cross-functionally with Install, Maintenance, Member Care, Revenue Cycle, Technical Services, Infrastructure, and Information Security
Support operational readiness for go-lives, upgrades, releases, and organizational initiatives
Participate in governance, strategic planning, and continuous improvement efforts

Requirements

What you’ll need

Bachelor's degree in Information Technology, Healthcare Administration, Business Administration, Management, or a related field; equivalent combination of education and experience may be considered
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
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
Experience building and leading high-performing teams, including coaching, performance management, talent development, and succession planning
Exceptional communication, relationship management, and stakeholder engagement skills
Ability to lead through change, influence across organizational boundaries, and drive alignment among diverse stakeholders
Ability to work independently and efficiently from a home office environment
High Speed Internet Service
Ability to work in a distraction free workplace
Legally authorized to work in the United States on a permanent basis at the time of application
ITIL, HDI, or other service management certification, Epic/NextGen experience, healthcare technology experience, access governance experience, and master's degree are preferred

Benefits

Comp & perks

Generous compensation package
Healthy work-life balance
Opportunity for professional advancement
Remote work from home
Nationwide travel based on business needs
Comprehensive range of benefits
Immunization support/encouragement, including COVID-19 and influenza vaccinations