Position OverviewThe
Director, Help Desk is a senior operational leader within OCHIN Operations responsible for delivering exceptional front-line support services to members and internal stakeholders across the collaborative. This role oversees the Help Desk, Epic Security Access team, service management processes, and support platforms, ensuring responsive, high-quality service delivery aligned with OCHIN's customer service standards and operational goals.
The Director is accountable for service quality, SLA performance, incident management, operational excellence, workforce development, and continuous improvement. This role serves as the operational owner of the Help Desk experience, ensuring effective intake, triage, escalation, communication, and resolution coordination while partnering closely with the Member Care Team, IT Systems, Infrastructure, Install teams, and Member Success Teams. Advanced application support and workflow expertise remain the responsibility of the Member Care Team and Epic product teams.
The Director also oversees Epic security access operations, ensuring timely, accurate, and compliant provisioning, modification, and removal of user access while maintaining strong governance, audit readiness, and alignment with security standards.
Essential DutiesService Excellence & Operational Performance- Lead the delivery of high-quality Help Desk and Access Services that meet customer service standards, operational objectives, and member expectations.
- 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 to identify opportunities for improvement and risk mitigation.
- Foster a culture of accountability, service excellence, and continuous improvement.
Service Management & Support Operations- Provide governance and oversight of service management platforms, ticketing systems, workflows, reporting, and knowledge management practices.
- Ensure support processes, escalation pathways, and service documentation effectively meet member and organizational needs.
- Lead quality assurance efforts, ticket reviews, and process improvement initiatives.
- Partner with operational and technical teams to drive automation, self-service capabilities, and workflow optimization.
Member Support & Incident Management- Oversee Help Desk operations as the primary entry point for member and internal support requests.
- Ensure effective intake, prioritization, routing, escalation, and resolution coordination of service requests and incidents.
- Monitor incident queues, escalations, and SLA compliance to ensure timely response and resolution.
- Serve as the senior operational escalation point for member-impacting service concerns.
- Lead major incident coordination, communication, and service restoration activities.
- Partner across operational teams to ensure seamless handoffs and coordinated issue resolution.
Epic Security Access & Governance- Lead Epic Security Access operations, including user provisioning, role administration, access changes, and deprovisioning.
- Ensure timely fulfillment of access requests in accordance with SLAs, organizational policies, and security requirements.
- Support audit readiness and compliance activities related to user access and security controls.
- Drive continuous improvement in access management efficiency, quality, and user experience.
Leadership & Workforce Development- 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 ongoing training programs.
- Partner with Operations and apprenticeship program leaders to support program delivery, including monitoring apprentice progress, providing coaching, and facilitating successful transitions from the Help Desk into Solutions Analyst roles.
- Build a high-performing team focused on member service, technical excellence, and operational discipline.
Cross-Functional Leadership- Partner with leaders across Install, Maintenance, Member Care, Revenue Cycle, Technical Services, Infrastructure, and Information Security to deliver a seamless member experience.
- Support operational readiness for go-lives, upgrades, releases, and organizational initiatives.
- Participate in governance, strategic planning, and continuous improvement efforts across Operations.
- Other duties as assigned
Requirements
Required Qualifications- 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.
- Demonstrated 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.
Preferred Qualifications- Experience supporting Epic, NextGen, or other healthcare information technology environments.
- Experience overseeing Epic Security, Identity and Access Management (IAM), user provisioning, or access governance functions.
- Experience in a healthcare, health IT, managed services, or member-based support organization.
- ITIL Foundation, ITIL Managing Professional, HDI, or other service management certification.
- Master's degree in Business Administration, Healthcare Administration, Information Systems, or a related field.
- Experience leading operational readiness activities for system implementations, upgrades, releases, and go-lives.
- Familiarity with regulatory, audit, compliance, and security requirements related to healthcare technology and user access management.
Work Location and Travel Requirements OCHIN is a 100% remote organization with no physical corporate office location. Employees work remotely from home, and many of our positions also support our member organizations on-site for new software installations. Nationwide travel is determined based on OCHIN business needs. Please inquire during the interview process about travel requirements for this position.
Work from home requirements are:
- Ability to work independently and efficiently from a home office environment
- High Speed Internet Service
- It is a requirement that employees work in a distraction free workplace
- Travel may be required nationally based on business requirements for OCHIN
- In alignment with OCHIN's mission and commitment to protecting our workforce and the communities we serve, OCHIN strongly encourages all workforce members, especially those whose role involves travel and in-person engagement, to remain up to date on immunizations, including but not limited to COVID-19 and influenza vaccinations.
We offer a comprehensive range of benefits. See our website for details: https://ochin.org/careers
Base Pay Overview OCHIN uses broadened pay ranges to support equitable and market-aligned compensation practices. The final offer will be based on a variety of factors, including relevant skills, certifications, education, experience, training, responsibilities, internal equity, and market data.
Work Authorization Candidates must be legally authorized to work in the United States on a permanent basis at the time of application.
This position is not eligible for employment visa sponsorship now or in the future. OCHIN does not provide sponsorship for employment-based visas or transfers of existing employment-based visas.
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Salary Description
$149,885 (MIN), $224,828 (MID) , $299,770 (MAX)
