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ExecRecruitment
ExecRecruitment
Join ExecRecruitment in RTP, NC as a Helpdesk 2nd Shift Lead. Leverage your 3+ years of ServiceNow and Epic support to guide teams and ensure operational excellence. Benefits include health coverage and long-term stability.
Mid-Level
ServiceNow Role Type:
ServiceNow Modules:
IT Service Management
ServiceNow Certifications (nice to have):
Job description
Posted on:
October 3, 2025
The Helpdesk 2nd Shift Lead is a senior technical lead responsible for providing expert-level support for Epic-related issues within a centralized IT Helpdesk. This role involves troubleshooting, guiding analysts, ensuring support coverage, coordinating with clinical teams, and operational excellence. It's a critical role supporting 13 state-operated healthcare facilities.
Requirements
- Serve as the highest escalation point for complex Epic-related incidents.
- Provide expert-level support for Epic applications.
- Lead support staff during assigned shifts.
- Monitor and prioritize ServiceNow ticket queues.
- Oversee helpdesk operations during shift.
- Assist in planning and supporting Epic go-lives, system upgrades, and TDRs.
- Develop and maintain technical documentation and workflows.
- Train and mentor helpdesk team members.
Benefits
- Long-Term Stability
- Comprehensive Health Coverage
- Future Planning
- GC Assistance
Requirements Summary
Bachelor’s degree in related field (or equivalent), 3+ years Epic support, and 3+ years ServiceNow experience. Strong understanding of clinical workflows is desired
