Managed Services Team Lead
The Managed Services team lead manages, mentors, and develops a team of analysts, associates, and consultants while providing expert level Epic EHR design, build, testing, and troubleshooting services. The Managed Services team lead works with Managed Services leadership on workforce planning and team direction.
Key Responsibilities
The Managed Services team lead's responsibilities include, but are not limited to
- Coaching team members through difficult customer requests while performing expert level troubleshooting and problem-solving to ensure the integrity, integration, and stability of Epic applications for Nordic’s customers
- Contributing to the vision and goals of the Managed Services Division, sharing that vision with Managed Services Team Members, and executing projects and daily operations to achieve the vision and goals
- Monitoring the teams’ output against operational metrics and providing feedback to team members regarding work performance or other work-related issues
- Building and configuring Epic applications to meet complex customer requirements and managing requests from clients related to your area(s) of application expertise
- Accurately completing up-to-date documentation in relevant ticketing system(s), regarding requests processed and incidents solved, while still meeting SLAs.
- Continuously developing and improving workflows and processes while following proper change control policies for application builds and configurations
- Leading application management work for client(s) across multiple engagements, providing status updates directly to clients as needed
- Contributing to team operational objectives by maximizing efficiency and team productivity while participating in continuous learning opportunities to grow solution expertise, including leading regular team meetings.
- Working on projects that may be assigned on an ad hoc basis and assisting other corporate initiatives as necessary, directed, assigned, or requested
Skills and Experience
- Post-secondary education or equivalent experience, required
- Epic certification in multiple application modules
- 5+ years of experience implementing, training, or supporting Epic modules
- Direct staff management experience leading service-oriented teams, preferred
- Ability to apply problem-solving skills
- Excellent written and verbal communication skills
- Proficient with Microsoft Office applications
- Strong attention to detail and ability to organize
- Must be able to work independently, as well as within a team environment
- Prior experience with ticketing systems and change management processes
- Strong customer-service track record
- Proven ability to work effectively with all levels of an organization, as well as with diverse team members and client bases
- Knowledge of ITIL processes, previous management and project management experience, and participation in previous systems implementations, preferred
- Must demonstrate and embody Nordic’s maxims
Additional Details
- Ability to take on-call rotations
- Ability to travel up to 10 percent of the time