Helpdesk 3rd Shift Lead

The EHR Helpdesk 3rd Shift Lead serves as the senior technical lead and subject matter expert for Epic-related support activities within the centralized IT Helpdesk. Your primary responsibility will be to provide expert-level troubleshooting, guide lower-tier analysts, and ensure effective support coverage during your assigned shift. The role is crucial in ensuring incident resolution, operational excellence, and alignment of support activities with clinical and business objectives across 13 state-operated healthcare facilities. As the highest escalation point for complex Epic-related incidents, service requests, and troubleshooting, you will lead support staff during your assigned shifts, offering guidance, coaching, and performance oversight. You will also monitor and prioritize ServiceNow ticket queues to ensure service level agreements (SLAs) are met. Additionally, you will coordinate with clinical informatics, application teams, and infrastructure services to address cross-functional issues and oversee helpdesk operations, including workload distribution, shift reporting, and escalation handling. Furthermore, you will play a key role in planning and supporting Epic go-lives, system upgrades, and Technical Dress Rehearsals (TDRs). Your responsibilities will also include developing and maintaining technical documentation, workflows, and knowledge base content, as well as training and mentoring helpdesk team members to ensure adherence to support standards and customer service best practices. Lastly, reporting critical incidents, risks, and patterns to leadership for further review and resolution will be part of your role. Requirements: - Bachelor's degree in Information Technology, Health Informatics, or related field, or equivalent combination of education and experience - Minimum of 3 years supporting Epic and healthcare applications - Proficiency with ServiceNow - Experience supervising or mentoring helpdesk teams in a healthcare setting - Strong understanding of clinical workflows and healthcare operations If you meet these qualifications and are looking for a challenging position where you can utilize your expertise in Epic-related support activities, this role as the EHR Helpdesk 3rd Shift Lead could be the perfect opportunity for you.,