Helpdesk 3rd Shift Lead

Role Overview: You will serve as the senior technical lead and subject matter expert for Epic-related support activities within the centralized IT Helpdesk during the 3rd Shift (11PM EST - 7:30 AM EST). Your role will involve providing expert-level troubleshooting, guiding lower-tier analysts, and ensuring effective support coverage. You will play a critical role in incident resolution, operational excellence, and alignment of support activities with clinical and business objectives across multiple 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 the 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. Qualification Required: - 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. Additional Company Details: This position requires the individual to work during the 3rd Shift (11PM EST - 7:30 AM EST) and play a crucial role in ensuring seamless support for Epic-related activities within the IT Helpdesk. The role involves providing expert-level troubleshooting, overseeing helpdesk operations, and collaborating with various teams to address cross-functional issues effectively.,