IT Manager

Summary

Proven track record in leading large-scale Tier 1 Help Desk operations for Epic and MyChart, delivering first-call resolution to thousands of users across multiple regions. Skilled in ITSM process development, knowledge management (100+ KB articles), and performance optimization through KPIs, SLAs, and ServiceNow ticket lifecycle oversight.

Experienced in building and mentoring high-performing technical support teams, driving continuous improvement through data analysis, trend identification, and preventive measures that reduce incidents and enhance user experience.

Notable achievements include saving ~$320K annually by internalizing EMR support operations and successfully leading multi-state go-lives for Optum Health under demanding timelines. Strong commitment to compliance (HIPAA), customer satisfaction, and operational excellence.

Expectations

I am searching for an opportunity where I can grow with the company and contribute in meaningful ways. I value an environment that encourages creativity and innovation, while also giving me the autonomy to take ownership of my work. Most importantly, I want to be in a place where my skills and experience are recognized and where I can continue to develop both personally and professionally.

Employment Preferences

Expected Base Salary

**0,000 USD

Academic Degree

Experience

Skills

• ITIL
• ITSM
• IT Management
• Cost Analysis
• Forecasting
• Staffing
• Utilization