DIRECTOR, HELP DESK (EPIC Experience Strongly Preferred)

Description

MAKE A DIFFERENCE AT OCHIN

OCHIN is a nonprofit leader in health care innovation and a trusted partner to a growing national provider network, delivering the clinical insights and tailored technologies needed to expand patient access, strengthen care teams, and improve the health of rural and medically underserved communities.

We are hiring for a number of new positions to meet increasing demand. When you choose to join OCHIN, you have the opportunity to continuously grow your skills and do meaningful work to help fulfill our vision of good health and well-being for everyone.

At OCHIN, we value the unique perspectives and experiences of every individual and work hard to maintain a culture rooted in our values.

Founded in Oregon in 2000, OCHIN employs a growing virtual workforce of more than 1,200 skilled professionals, working remotely across 49 states. We offer a generous compensation package and are committed to supporting our employees’ entire well-being by fostering a healthy work-life balance and opportunity for professional advancement. We are curious, collaborative learners who strive to live our values every day. OCHIN is excited to support our continued national expansion and the increasing demand for our innovative tools and services by welcoming new talent to our growing team.

Position Overview

The 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 Duties

Service 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 s