Associate Manager, Help Desk Support

We are seeking a highly motivated and experienced Associate Manager/Supervisor to lead our Clinical Applications Support Team. This role is crucial for ensuring the reliable operation and optimal performance of our clinical software systems, which are essential for patient care and organizational efficiency. The supervisor will be responsible for day-to-day team management, performance quality, strategic goal setting, and maintaining a high standard of service delivery.

Work Environment and Flexibility

• This is a hybrid/remote position.
• The successful candidate must be able to commute to the primary office location ([Insert City/State Here]) with an expectancy of being in the office a minimum of three (3) days per week for team meetings, planning sessions, and operational oversight.
• Occasional travel may be required based on project needs and team priorities.

Core Responsibilities

• Team Leadership & Management: Directly supervise a team of Clinical Application Support Analysts / Service Desk, including scheduling, performance reviews, mentoring, and professional development.
• Operational Excellence: Oversee the daily workflow, ensuring all support incidents, service requests, and problem tickets are handled efficiently, accurately, and within established Service Level Agreements (SLAs).
• Quality Assurance & Auditing: Implement and execute a robust ticket auditing process to ensure documentation completeness, adherence to standard operating procedures (SOPs), and quality of resolution.
• Performance Management & OKRs: Drive team performance by defining, tracking, and reporting on Objective Key Results (OKRs) and Key Performance Indicators (KPIs) related to customer satisfaction, ticket resolution efficiency, and system uptime.
• Process Improvement: Identify trends and root causes of recurring issues. Develop and implement strategies and processes to improve system stability and reduce support volume.

Role Responsibilities

People Management

Manage staff schedules, including on-call rotations and PTO. Ensure accurate time keeping and adherence to company policies. Support help desk operation coverage that runs 6am - 7pm Central Standard Time.

Incident Management

Act as the escalation point for complex or critical application issues. Facilitate major incident response and communication.

Goal Setting

Translate departmental strategy into measurable team and individual OKRs and action plans.

Training & Documentation

Ensure the team maintains up-to-date knowledge of clinical applications and support procedures. Develop and maintain support knowledge base articles.

Help Desk, IT Service Management (ITSM), Healthcare, Establish Priorities, Safety/Work Safety, Clinical Information Systems, Set Goals, Service Delivery, Team Lead/Manager, Patient Care, * Minimum of 3 years of experience in an IT Service Desk, Application Support, or similar operational environment.

• Minimum of 3 years of experience in a management or supervisory role
• Demonstrated experience supporting clinical applications (e.g., Electronic Health Records (EHR) like Epic, Cerner, or relevant clinical systems).
• Expert-level knowledge of IT Service Management (ITSM) principles and tools (e.g., ServiceNow, Remedy).
• Minimum of 3 years of People Leadership experience
• Availability to support help desk operation coverage running 6:00 AM - 7:00 PM Central Standard Time.

Preferred Skills

• Proven track record in implementing and managing a ticket auditing/quality assurance program.
• Demonstrated excellence in time management, scheduling, and ensuring accurate time keeping for a shift-based or on-call team.
• Certification in a supported clinical application module (e.g., Epic Certification).

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

This full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

We’re building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time.