Director, Help Desk

MAKE A DIFFERENCE AT OCHINOCHIN 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

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  Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws.
• For further information, please review the Know Your Rights notice from the Department of Labor.  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.  #LI-Remote  Salary Description $149,885 (MIN), $224,828 (MID) , $299,770 (MAX)