Get Hired Faster With COMPANY_NAME!
Don't you ever think you landed here by any accident, You are here because you are searching for something bigger. You know what?
- A better Job
- A better Future
- A better Knowledge
- A better Paycheck
- A greater Path to walk on.
And COMPANY_NAME is here to give you exactly what you've been missing for so long. The reality is that most job seekers chase job postings, but successful job seekers attract job offers by chasing the accurate information. Therefore, that's the shift COMPANY_NAME is going to help you make. Here are the top 10 ideas to up-skill yourself, so lean in to begin:
1: COMPANY_NAME Smart Tools and Direct Employer Connections Help Speed Up Your Hiring Process
COMPANY_NAME is a career-changing advantage that most seekers never get access to. Imagine...
- Instead of applying for job after job and still not getting any callbacks, you suddenly bump into a tool that can do the heavy lifting for you.
- Instead of wondering, "What do employers actually want?", you are getting insights straight from the employer's desk.
- Instead of hoping your resume gets noticed, it’s kept on the table of decision-makers who are hiring right now.
That's the difference COMPANY_NAME makes. Our tools will let you reach employers directly, which automatically speeds up your hiring process.
2: With Better Matches, Real-time Job Alerts, and Direct Employer Responses, COMPANY_NAME Helps Many Candidates Secure Interviews and Job Offers Within 15 to 30 Days!
How does COMPANY_NAME make this possible?
On COMPANY_NAME, you get notified for roles aligned with your profile right from the start. When an employer posts a role that matches your qualifications and skills, you’ll know first. When you apply early, your chances of getting noticed and shortlisted increase by 20%.
COMPANY_NAME also offers direct employer responses—no more waiting for weeks. Here you engage with hiring managers who are actively looking for candidates.
When all these features combine in one place, you move from your first match to your first interview within days. And ultimately, from application to offer—all within 15 to 30 days!
3: The Type of Resume You Need to Get Priority Placement
With COMPANY_NAME, you don’t just need a resume—you need a strategy. A system that pushes your name to the right tables. We’ll show you exactly how the most successful candidates take initiative and get noticed.
4: Browse Full-Time, Part-Time, and Freelancing Roles With COMPANY_NAME
The job market isn’t one-size-fits-all—and your career shouldn’t be either. COMPANY_NAME gives you access to a wide range of opportunities including full-time, part-time, and freelancing roles all in one place.
5: COMPANY_NAME Helps You Grow Your Career
COMPANY_NAME provides insights, tools, and role-matching that help you find the right direction, the right skills, and the opportunities aligned with your ambition.
6: The Easiest Way To Find A Job
COMPANY_NAME cuts the noise, the endless scrolling, and the confusion. With accurate matches, direct employer connection, and real-time updates, you get a clear and simple path from application to interview.
7: Find Roles That Offer Growth, Culture & Benefits
COMPANY_NAME helps you find roles where you grow, feel supported, and thrive—not just survive. With us, you discover opportunities that elevate your professional life.
8: Get Support With Resume, Interviews & Career Planning
COMPANY_NAME provides expert guidance on resumes, interviews, and planning so employers instantly recognize your strengths and value.
9: Your Future Starts Today
COMPANY_NAME gives you everything you need—tools, guidance, and opportunities—to step forward confidently and begin a new chapter where your potential is seen and supported.
10: Get Hired Within 15 to 30 Days With COMPANY_NAME
COMPANY_NAME follows a smart, strategic, and proven approach that gets your profile noticed faster and moves you toward interviews and offers within 15 to 30 days.
Remote DIRECTOR, HELP DESK (EPIC Experience Strongly Preferred)
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 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:
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)
