Associate Manager, Help Desk Support

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. About the Role We are seeking a highly motivated and experienced Associate Manager/Supervisor to lead our Clinical Applications Support Team. This role is crucial for ensuring the reliable operation and optimal performance of our clinical software systems, which are essential for patient care and organizational efficiency. The supervisor will be responsible for day-to-day team management, performance quality, strategic goal setting, and maintaining a high standard of service delivery. Work Environment and Flexibility • This is a hybrid/remote position. • The successful candidate must be able to commute to the primary office location ([Insert City/State Here]) with an expectancy of being in the office a minimum of three (3) days per week for team meetings, planning sessions, and operational oversight. • Occasional travel may be required based on project needs and team priorities. Core Responsibilities • Team Leadership & Management: Directly supervise a team of Clinical Application Support Analysts / Service Desk, including scheduling, performance reviews, mentoring, and professional development. • Operational Excellence: Oversee the daily workflow, ensuring all support incidents, service requests, and problem tickets are handled efficiently, accurately, and within established Service Level Agreements (SLAs). • Quality Assurance & Auditing: Implement and execute a robust ticket auditing process to ensure documentation completeness, adherence to standard operating procedures (SOPs), and quality of resolution. • Performance Management & OKRs: Drive team performance by defining, tracking, and reporting on Objective Key Results (OKRs) and Key Performance Indicators (KPIs) related to customer satisfaction, ticket resolution efficiency, and system uptime. • Process Improvement: Identify trends and root causes of recurring issues. Develop and implement strategies and processes to improve system stability and reduce support volume. Role Responsibilities People Management Manage staff schedules, including on-call rotations and PTO. Ensure accurate time keeping and adherence to company policies. Support help desk operation coverage that runs 6am - 7pm Central Standard Time. Incident Management Act as the escalation point for complex or critical application issues. Facilitate major incident response and communication. Goal Setting Translate departmental strategy into measurable team and individual OKRs and action plans. Training & Documentation Ensure the team maintains up-to-date knowledge of clinical applications and support procedures. Develop and maintain support knowledge base articles. Resource Allocation Utilize excellent time management skills to prioritize team workload, projects, and administrative tasks effectively in a fast-paced environment. Required • Minimum of 3 years of experience in an IT Service Desk, Application Support, or similar operational environment. • Minimum of 3 years of experience in a management or supervisory role • Demonstrated experience supporting clinical applications (e.g., Electronic Health Records (EHR) like Epic, Cerner, or relevant clinical systems). • Expert-level knowledge of IT Service Management (ITSM) principles and tools (e.g., ServiceNow, Remedy). • Minimum of 3 years of People Leadership experience • Availability to support help desk ope