Helpdesk 2nd Shift Lead

Job Title :

• Helpdesk 2nd Shift Lead Location :  RTP, NC The Helpdesk 2nd Shift (3PM EST – 11 : 30 PM EST) Lead serves as the senior technical lead and subject matter expert for Epic-related support activities within the centralized IT Helpdesk.
• Experience supporting Epic is required.
• Position Summary The Helpdesk Shift Lead serves as the senior technical lead and subject matter expert for Epic-related support activities within the centralized IT Helpdesk.
• This role provides expert-level troubleshooting, guides lower-tier analysts, and ensures effective support coverage during their assigned shift.
• The Shift Lead plays a critical role in ensuring incident resolution, operational excellence, and alignment of support activities with clinical and business objectives across 13 state-operated 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 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.
• Skill Matrix Bachelor’s degree in Information Technology, Health Informatics, or related field, or equivalent combination of education and experience.
• Required  Minimum of 3 years supporting Epic and healthcare applications Required 3 Years Proficiency with ServiceNow Required 3 Years Experience supervising or mentoring helpdesk teams in a healthcare setting Required 3 Years Strong understanding of clinical workflows and healthcare operations.

Highly desired Benefits at IntelliBee Long-Term Stability :

Comprehensive Health Coverage :

Future Planning :

GC Assistance :

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