We use cookies for the best user experience on our website, including to personalize content & offerings, to provide social media features and to analyze traffic. By clicking “Accept All Cookies” you agree to our use of cookies. You can also manage your cookies by clicking on the "Cookie Preferences" and selecting the categories you would like to accept. For more information on how we use cookies please visit our and Modify Cookie Preferences

Reject All Cookies Accept All Cookies

Track Manager (Support & Operations)

United States

Job Description

Track Manager (Support & Operations)

Others, North Carolina

Job Summary

Provides front line and escalation support for clinical and patient facing systems used by healthcare staff. Acts as the primary point of contact for clinicians and clinical operations teams, ensuring timely incident handling, accurate triage, and coordinated resolution to minimize disruption to patient care and clinical workflows. Operates within defined ITSM processes, escalation matrices, and clinical safety guardrails.

Key Responsibilities

The Clinical Support Service Desk Analyst supports in scope clinical applications, devices, and access services used in patient care environments. The role focuses on intake, triage, coordination, and resolution of incidents and service requests that impact clinicians, nurses, lab staff, and other clinical users. The analyst ensures all clinical issues are handled with heightened urgency, accuracy, and communication discipline, recognizing the potential impact to patient safety and care delivery. The role follows approved ITSM workflows, clinical escalation protocols, and security requirements, and works closely with resolver teams, command center, and major incident management during high impact events. This role requires accountablity for end to end ownership of the support experience until resolution or handoff. Key Responsibilities • Serve as the primary point of contact for clinical users reporting incidents or requesting support • Accurately authenticate users and log incidents and service requests in the ITSM system • Perform initial triage with a clinical impact lens, ensuring correct prioritization and routing • Resolve L1/L2 clinical support issues within approved scope and procedures • Follow defined clinical escalation paths for patient impacting or time sensitive issues • Coordinate with resolver teams, command center, and onsite support as required • Maintain clear, timely communication with clinical users through resolution • Adhere to security, privacy, and access control procedures for clinical systems • Support major incidents by providing clinical impact context and coordination • Ensure complete and accurate documentation for audit, compliance, and reporting • Contribute to knowledge articles and continuous improvement initiatives related to clinical support

Skill Requirements

Skill Requirements Core Skills • Strong experience in Service Desk or Clinical IT Support roles • Solid understanding of ITSM processes (Incident, Request, Major Incident handling)



• Ability to triage issues with urgency and accuracy in high pressure environments • Excellent communication skills with clinicians and non technical users • Robust documentation and ticket hygiene discipline Technical / Functional • Experience supporting clinical or patient facing applications and workflows • Familiarity with access management, authentication, and security sensitive requests • Ability to coordinate across multiple technical teams and locations • Understanding of escalation models in regulated environments

Other Requirements

Life Sciences or Healthcare IT support experience is strongly preferred • Exposure to clinical environments such as hospitals, labs, or patient care settings

Job Description : • Life Sciences or Healthcare IT support experience is strongly preferred\\r\\n• Exposure to clinical environments such as hospitals, labs, or patient care settings\\r\\n Life Sciences or Healthcare IT support experience is strongly preferred • Exposure to clinical environments such as hospitals, labs, or patient care settings

Maximum Salary (US): 145000

Minimum Salary (US): 81000

Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.

Copyright © 2026 HCL Technologies Limited

×

Cookie Consent Manager

When you visit any website,



it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer.

Required Cookies

These cookies are required to use this website and can't be turned off.

Required Cookies

Show More Details

Required Cookies Provider Description Enabled
SAP as service provider

We use the following session cookies, which are all required to enable the website to function:

- "route" is used for session stickiness
- "careerSiteCompanyId" is used to send the request to the correct data center
- "JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor
- "Load balancer cookie" (actual cookie name may vary) prevents a visitor from bouncing from one instance to another

Cookies from provider SAPasserviceprovider are required and cannot be turned off

Functional Cookies

These cookies provide a better customer experience on this site, such as by remembering your login details, optimizing video performance, or providing us with information about how our site is used. You may freely choose to accept or decline these cookies at any time. Note that certain functionalities that these third-parties make available may be impacted if you do not accept these cookies.

Consent to all Functional Cookies

Show More Details

Functional Cookies Provider Description Enabled
Vimeo

Vimeo is a video hosting, sharing, and services platform focused on the delivery of video. Opting out of Vimeo cookies will disable your ability to watch or interact with Vimeo videos.

Consent to cookies from provider Vimeo

YouTube

YouTube is a video-sharing service where users can create their own profile, upload videos, watch, like, and comment on videos. Opting out of YouTube cookies will disable your ability to watch or interact with YouTube videos.

Consent to cookies from provider YouTube

Advertising Cookies

These cookies serve ads that are relevant to your interests. You may freely choose to accept or decline these cookies at any time. Note that certain functionality that these third parties make available may be impacted if you do not accept these cookies.

Consent to all Advertising Cookies

Show More Details

Advertising Cookies Provider Description Enabled
Google Analytics

Google Analytics is a web analytics service offered by Google that tracks and reports website traffic.

Consent to cookies from provider GoogleAnalytics

Google Tag Manager

Google Tag Manager is a tag management system for conversion tracking, site analytics, remarketing, and more.

Consent to cookies from provider GoogleTagManager

LinkedIn

LinkedIn is an employment-oriented social networking service. We use the Apply with LinkedIn feature to allow you to apply for jobs using your LinkedIn profile. Opting out of LinkedIn cookies will disable your ability to use Apply with LinkedIn.

📌 Track Manager (Support & Operations) (India)
🏢 HCLTech
📍 India