IT Training Manager

General Notes The IT Training Manager provides leadership and oversight for Dell Medical School's Epic and healthcare technology training program. This role is responsible for developing training strategy, leading training operations, managing training staff, and ensuring the effective design, delivery, and continuous improvement of education programs supporting Epic applications, electronic health record (EHR) systems, and associated digital technologies. The position partners closely with clinical, operational, and technical leaders to promote user adoption, workflow optimization, organizational readiness, and successful technology implementations.

Important Employment Information This position is not eligible for employer-sponsored work authorization. Applicants requiring current or future visa sponsorship are not eligible for employment in this position.

Purpose The IT Training Manager leads the organization's Epic and healthcare technology training function by establishing training strategy, managing staff, overseeing curriculum development, and ensuring successful adoption of clinical and business applications. This role provides leadership for user readiness, workflow optimization, onboarding, system implementations, upgrades, and ongoing education while partnering with clinical informaticists, application analysts, operational leaders, and executive stakeholders to support organizational goals.

Responsibilities Develops and Maintains Training Programs

• Establish departmental standards for curriculum development, instructional design, training delivery, and competency assessment
• Oversee training governance to ensure consistency, quality, compliance, and alignment with organizational objectives
• Establish key performance indicators and success measures for training effectiveness and user readiness
• Design education programs tailored to clinical and non-clinical audiences
• Oversee the development, maintenance, and quality of training materials, curricula, e-learning content, and user education resources
• Align training content with clinical workflows and application functionality
• Update educational materials based on system enhancements, workflow changes, and user feedback
• Ensure training supports organizational standardization and optimization initiatives
• Manage project training requirements and scheduling of training resources
• Develop, administer, and monitor training-related budgets, instructional technologies, training environments, educational materials, travel, and vendor-supported training activities
• Establish user application assignments and training pathways based on job responsibilities, workflows, security requirements, and organizational standards
• Ensure assigned curricula and competencies support effective system utilization and user readiness

Delivers Training and Onboarding

• Ensure effective delivery of classroom, virtual, and hands-on training programs through direct facilitation or delegation to training staff
• Oversee onboarding education programs for new employees, providers, and operational teams
• Deliver individual and group training for new clinics, departments, and operational initiatives
• Deliver education supporting software updates and new Epic functionality
• Provide at-the-elbow support for providers, clinical staff, and non-clinical users
• Provide leadership in resolving training issues and operational challenges

Assigns Applications and Supports User Proficiency

• Determine appropriate application assignments based on user roles and workflow requirements
• Develop and maintain advanced knowledge of supported Epic applications
• Guide users through role-specific workflows and operational procedures
• Monitor user proficiency and application adoption
• Manage training requests, access questions, and user support needs
• Work closely with department managers to identify and document training requirements

Coordinates Training Logistics

• Schedule training sessions and manage training environments
• Coordinate logistics for educational events across multiple locations
• Track attendance, training completion, and competency records
• Ensure availability of required equipment, systems, and training resources
• Maintain training documentation and related administrative records
• Establish and manage training schedules supporting system implementations, upgrades, optimization initiatives, onboarding activities, and ongoing education
• Coordinate training resources to align with operational priorities and project timelines

Analyzes Training and Workflow Effectiveness

• Review organizational activities and operational data to support planning and process improvement
• Assess curriculum effectiveness and recommend quality improvements
• Provide feedback supporting the build and maintenance of training environments
• Maintain an understanding of organizational policies, ambulatory operations, and business workflows
• Align training with Epic application functionality and organizational processes
• Identify, investigate, and resolve training-related issues affecting user adoption, system utilization, and workflow efficiency
• Recommend enhancements to training programs, educational materials, and workflow processes based on performance metrics, user feedback, and organizational objectives

Consults and Collaborates with Stakeholders

• Collaborate with Applications & Informatics teams, project managers, department leaders, and super users
• Ensure training content is standardized and aligned with organizational initiatives
• Lead optimization of operational workflows through on-site review and departmental support
• Promote efficient workflows that improve operational effectiveness, customer satisfaction, and quality outcomes
• Support strategic organizational goals through targeted training and workflow enhancements
• Collaborate with operational, clinical, and informatics leadership to support user adoption, workflow optimization, and effective utilization of Epic and business applications
• Escalate significant operational, technical, compliance, resource, or policy issues to senior leadership as appropriate
• Partner with stakeholders to identify educational needs and develop strategies that improve organizational performance and end-user proficiency

Manages Direct Reports

• Establish departmental goals, priorities, staffing plans, and workload assignments
• Develop and mentor training staff and future training leaders
• Ensure appropriate staffing coverage for implementations, upgrades, optimization initiatives, and support activities
• Evaluate staff competency and training effectiveness
• Provide full-cycle supervision including recruitment, onboarding, coaching, performance management, and employee development
• Establish performance expectations, monitor progress, and provide ongoing mentoring and feedback
• Complete performance evaluations and development plans
• Approve timecards, schedules, paid time off, and routine personnel actions
• Address employee relations and performance concerns in partnership with Human Resources
• Promote employee engagement, accountability, and professional growth while ensuring alignment with departmental and organizational goals

Marginal or Periodic Functions

• Participate in go-live support and floor training during system implementations
• Assist with testing and rollout of new application functionality
• Support training activities for vendors and external partners
• Participate in change management and communication initiatives
• Participate in professional development and credentialing activities
• Adhere to internal controls and reporting structure
• Perform related duties as assigned

Knowledge, Skills, and Abilities

Training Program Leadership

• Lead the design, implementation, and evaluation of enterprise training programs
• Establish training priorities, standards, and performance expectations
• Balance operational demands, project timelines, and resource constraints

Strategic Agility

• Anticipate future training needs and align educational initiatives with organizational goals
• Support Epic implementations, upgrades, and optimization initiatives through proactive planning
• Adapt training strategies based on evolving operational and technology needs

Develops Talent

• Coach, mentor, and develop employees to achieve performance goals
• Provide clear feedback, guidance, and professional development opportunities
• Build an engaged, accountable, and high-performing team culture

Interpersonal Savvy

• Build effective relationships with providers, operational leaders, informaticists, and stakeholders
• Navigate complex organizational dynamics with professionalism and diplomacy
• Influence without direct authority across multiple departments

Problem Solving

• Evaluate data and operational challenges to identify root causes and effective solutions
• Address training, adoption, workflow, and performance issues
• Make sound decisions in ambiguous or rapidly changing situations

Customer Focus

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