• Manages the client facing Help Desk to ensure that we deliver exceptional and timely support to all end users.

• Oversee the day-to-day workflow of the Application Help Desk team. • Serve as the escalation point for the Application Help Desk Specialists and end users seeking complex application support. • Escalate issues to the Training and Application Support Manager according to support processes. • Oversee the ticket queues and ensure support requests are all addressed timely and efficiently. • Identify training opportunities through help desk activity and assist with the creation of training materials (reference guides, coaching, etc.). • Complete quality control audits on helpdesk tickets to ensure company standards are met. • Assist IT Help Desk with employee on-boarding, off-boarding, and general support tickets. • Assist with the identification and development of process improvements within the Application Help Desk. • Report and manage support issues with Ellie Mae. • Other duties as assigned.

• Implement and configure Clinical IT solutions in customer laboratories • Ensure project accuracy and timelines • Manage project documentation and reporting • Build relationships with customers for satisfaction • Act as a trusted consultant for Clinical IT solutions

• Lead the execution and reporting of risk-based internal audits • Manage development, coordination, and administration of the internal audit department • Provide expertise to operations regarding controls and process improvement