# Associate Manager/Supervisor, Clinical Applications Support Team **Company**: CVS Health **Location**: Work from home, TX, TX **Work arrangement**: hybrid **Experience**: senior **Job type**: full-time **Salary**: $46,988.00 - $112,200.00 **Category**: IT **Industry**: Healthcare **Apply**: https://cvshealth.wd1.myworkdayjobs.com/en-US/CVS_Health_Careers/job/TX---Work-from-home/Associate-Manager--Help-Desk-Support_R1081465?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_29fdecd9-d67 ## Description 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 colleagues who care deeply, innovate with purpose, hold themselves accountable and prioritize safety and quality in everything they do. ### About the Role We are seeking a highly motivated and experienced Associate Manager/Supervisor to lead our Clinical Applications Support Team. This role ensures the reliable operation and optimal performance of our clinical software systems, essential for patient care and organisational efficiency. The supervisor will manage the team, set strategic goals, and maintain high service delivery standards. ### Work Environment and Flexibility - This is a hybrid/remote position. - The successful candidate must commute to the primary office location with an expectancy of being in the office a minimum of three 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 daily workflow, ensuring efficient and accurate handling of support incidents, service requests, and problem tickets 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 prioritise 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 operation coverage running 6:00 AM – 7:00 PM Central Standard Time. ### Preferred Skills - Proven track record in implementing and managing a ticket auditing/quality assurance program. - Demonstrated excellence in time management, scheduling, and ensuring accurate time keeping for a shift-based or on-call team. - Certification in a supported clinical application module (e.g., Epic Certification). ### Anticipated Weekly Hours 40 ### Time Type Full time ### Pay Range $46,988.00 - $112,200.00 This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. ### Great benefits for great people We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility. For more fresh new jobs, check out [yubhub.co](https://yubhub.co/). ## Skills ### Required - IT Service Management (ITSM) - Clinical Applications - Electronic Health Records (EHR) - ServiceNow - Remedy - Leadership - Time Management ### Nice to have - Ticket Auditing/Quality Assurance - Epic Certification --- Source: [Apply at cvshealth.wd1.myworkdayjobs.com](https://cvshealth.wd1.myworkdayjobs.com/en-US/CVS_Health_Careers/job/TX---Work-from-home/Associate-Manager--Help-Desk-Support_R1081465?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)