Role Overview
The Epic Clinical Service Desk Manager owns end-to-end delivery of 24/7 clinical service desk support for Electronic Health Record (EHR) users — including physicians, nurses, and clinical/administrative staff — across all Epic applications.
This role leads the team of Epic Clinical Service Desk Analysts who handle ticket resolution, account provisioning, incident management, and go-live/upgrade support, and is accountable for service quality, SLA performance, escalation management, and continuous improvement of the clinical support function. The Manager acts as the primary escalation point for complex or provider-sensitive issues and as the key liaison with clinical leadership, IT application teams, and Epic vendor support.
Key Responsibilities
Service Desk Operations & Delivery Ownership
• Own end-to-end delivery of the Epic Clinical Service Desk, ensuring 24/7 coverage across rotational shifts (weekly/biweekly)
• Ensure the team effectively supports:
• Ticket response and resolution for Epic application issues (workflows, printing, system access)




• Account provisioning – access requests, password resets, security role assignments
• Incident resolution – routine to complex Epic-related problems
• Go-lives, upgrades, and Technical Dress Rehearsals (TDRs)
• Drive adherence to SLA / KPI targets for ticket resolution, response time, and first-contact resolution
• Ensure accurate and consistent documentation practices across the team

Team Leadership & Capability Building
• Lead, schedule, and manage the Epic Clinical Service Desk Analyst team across 24/7 rotational shifts
• Recruit, onboard, and train analysts on Epic applications and clinical support protocols
• Mentor and upskill the team on handling hospital provider (physician & nurse) interactions
• Conduct performance reviews, coaching, and career development planning
• Build shift-coverage and escalation rosters to ensure continuous, uninterrupted support

Escalation & Incident Management
• Act as

📌 Service Desk Manager (Bogotá)
🏢 Infinite Computer Solutions
📍 Bogotá