Clinical Service Desk Manager

About the role

Infinite Computer Solutions is seeking a Clinical Service Desk Manager to own end-to-end delivery of 24/7 clinical service desk support for Electronic Health Record (EHR) users across all Epic applications. The role leads Epic Clinical Service Desk Analysts and is accountable for service quality, SLA performance, escalation management, and continuous improvement.

The manager is the primary escalation point for complex or provider-sensitive issues and the key liaison with clinical leadership, IT application teams, and Epic vendor support.

Responsibilities

• Own delivery of the Epic Clinical Service Desk, ensuring 24/7 coverage across rotational shifts.
• Oversee ticket response and resolution for Epic application issues, including workflows, printing, and system access.
• Ensure support for account provisioning, including access requests, password resets, and security role assignments.
• Oversee resolution of routine to complex Epic-related incidents.
• Support go-lives, upgrades, and Technical Dress Rehearsals (TDRs).
• Drive adherence to SLA and KPI targets for ticket resolution, response time, and first-contact resolution.
• Ensure accurate and consistent team documentation.
• Lead, schedule, and manage analysts across 24/7 rotational shifts; recruit, onboard, and train them on Epic applications and clinical support protocols.
• Mentor and upskill the team in hospital provider interactions; conduct performance reviews, coaching, and career development planning.
• Build shift-coverage and escalation rosters to ensure continuous support.
• Act as the Tier II+ escalation point for complex or provider-sensitive issues.

How to apply

Apply directly on CazVid.

Datos clave

• The role owns delivery of 24/7 clinical service desk support across all Epic applications.
• The team supports physicians, nurses, and clinical and administrative staff.
• The manager leads Epic Clinical Service Desk Analysts and is accountable for service quality and SLA performance.