ExecRecruitment

Helpdesk 2nd Shift Lead

RTP, NC
Full Time
Experienced
Job Title: Helpdesk 2nd Shift Lead
Location: RTP, NC

The Helpdesk 2nd Shift (3PM EST – 11:30 PM EST) Lead serves as the senior technical lead and subject matter expert for Epic-related support activities within the centralized IT Helpdesk. Experience supporting Epic is required.

Position Summary

The Helpdesk Shift Lead serves as the senior technical lead and subject matter expert for Epic-related support activities within the centralized IT Helpdesk. This role provides expert-level troubleshooting, guides lower-tier analysts, and ensures effective support coverage during their assigned shift.

The Shift Lead plays a critical role in ensuring incident resolution, operational excellence, and alignment of support activities with clinical and business objectives across 13 state-operated healthcare facilities.

Key Responsibilities

  • Serve as the highest escalation point for complex Epic-related incidents, service requests, and troubleshooting.
  • Provide expert-level support for Epic applications, including issue triage, resolution, and coordination with application analysts and vendors.
  • Lead support staff during assigned shifts, offering guidance, coaching, and performance oversight.
  • Monitor and prioritize ServiceNow ticket queues to ensure service level agreements (SLAs) are met.
  • Coordinate with clinical informatics, application teams, and infrastructure services to address cross-functional issues.
  • Oversee helpdesk operations during shift, including workload distribution, shift reporting, and escalation handling.
  • Assist in planning and supporting Epic go-lives, system upgrades, and Technical Dress Rehearsals (TDRs).
  • Develop and maintain technical documentation, workflows, and knowledge base content.
  • Train and mentor helpdesk team members, ensuring adherence to support standards and customer service best practices.
  • Report critical incidents, risks, and patterns to leadership for further review and resolution.

Skill Matrix

  • Bachelor’s degree in Information Technology, Health Informatics, or related field, or equivalent combination of education and experience. Required 
  • Minimum of 3 years supporting Epic and healthcare applications Required 3 Years
  • Proficiency with ServiceNow Required 3 Years
  • Experience supervising or mentoring helpdesk teams in a healthcare setting Required 3 Years
  • Strong understanding of clinical workflows and healthcare operations. Highly desired

Benefits at IntelliBee

  • Long-Term Stability: Join us on a multi-year opportunities with room to grow.
  • Comprehensive Health Coverage: Access quality healthcare benefits to keep you and your family well.
  • Future Planning: Enroll in our 401(k) program and invest in your financial security.
  • GC Assistance: We support immediate Green Card processing, if required.
Please apply on our secured job site at <<https://intellibee.my.salesforce-sites.com/apps/jobs?id=a0AUU000003pRqr2AE>> or email [email protected]
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