Help Desk Lead/ Senior Engineer (VA EHRM)

Role Overview 

The Help Desk Lead / Senior Engineer plays a critical role in establishing, managing, and optimizing a comprehensive help desk to support the implementation and long-term sustainment of an Electronic Health Record Modernization (EHRM) system for a large federation. This role is responsible for designing and overseeing operational and technical processes that enable effective issue resolution, triage, escalation, and support at scale. The Help Desk Lead / Senior Engineer will collaborate closely with stakeholders across the organization to build a mature, high-performing support function aligned with organizational goals. 

Core responsibilities include workforce and capacity planning, knowledge management, training program development, quality assurance monitoring, and business continuity and disaster recovery planning. The role also enforces Service Level Agreements (SLAs), develops performance metrics, and produces analysis and reporting used to inform decision-making at all levels. 

This role additionally manages changes to project scope, schedules, and methodologies. The Lead documents and analyzes proposed changes, prepares materials for leadership review, and coordinates project plans to support deployment and ongoing operations of help desk technologies. The ability to craft and deliver executive-level presentations is essential. 

This role is remote with 25% travel to nationwide VA sites.

Work Visa Sponsorship will not be considered for this position.

Key Responsibilities 

Help Desk Leadership & Operations 

• Stand up and manage a comprehensive help desk supporting EHR implementation and sustainment activities. 

• Design and implement operational processes, technical workflows, and tiered support structures. 

• Establish and maintain issue resolution, triage, and escalation protocols. 

• Develop and oversee Service Level Agreements (SLAs), response times, and quality metrics. 

• Lead workforce planning, staffing models, and scheduling to ensure adequate coverage. 

• Implement knowledge management systems and training programs for help desk personnel. 

• Build and maintain business continuity and disaster recovery plans. 

• Conduct quality assurance reviews and implement continuous improvement measures. 

Program & Project Management 

• Address changes to project scope, schedules, and methodologies; document and assess proposed modifications. 

• Prepare change documentation for presentation to client leadership to support informed decision-making. 

• Create detailed project plans for help desk operations and supporting technologies. 

• Collaborate with cross-functional teams to ensure integrated planning and coordinated implementation. 

• Monitor project timelines, deliverables, risks, and dependencies. 

Stakeholder Engagement & Executive Communication 

• Work closely with program leadership, technical teams, and operational stakeholders. 

• Develop and deliver executive-level presentations, reporting on progress, performance, risks, and recommendations. 

• Maintain alignment across diverse stakeholder groups, ensuring clarity and shared expectations. 

Reporting, Metrics, & Tools 

• Develop dashboards and operational reporting to evaluate help desk performance. 

• Track SLA compliance, ticket trends, issue resolution times, and quality indicators. 

• Utilize tools and methodologies for issue management, monitoring, and reporting. 

Minimum Skills & Qualifications 

• Bachelor’s degree and 5+ years of progressive electronic health records (EHR) support for health desk oversight and resolution response for EHR implementation 

• 3+ years of direct incident management and incident response operations experience supporting EHR activities for a software as a service (SaaS) managed EHR solution 

• Proven experience with large-scale system implementations 

• Strong background in help desk operations and technical support management 

• Ability to develop and present executive-level materials 

• Strong analytical, communication, and organizational skills 

• Bachelor’s degree and 5+ years of progressive electronic health records (EHR) support outcome-based functional capability of an assigned workstream across any phase of EHR implementation 

• 3+ years of direct project management and stakeholder engagement experience supporting EHR activities for a software as a service (SaaS) managed EHR solution 

Preferred Skills & Qualifications 

• Program governance, risk/issue register management, stakeholder alignment 

• Experience with Cerner cutover coordination 

• Familiarity with help desk workflows in healthcare or government settings 

• Experience with electronic medical record (EMR/EHR) implementation for large federated environments 

• Expertise in system implementation, deployment, and sustainment activities 

Work Environment 

• Work Location: Washington, DC (Remote / Hybrid) 

• Travel Requirements: Up to 25% 

• On-Site Percentage: 0% 

• Remote/Hybrid with optional travel up to 25% 

• High collaboration across technical, operational, and leadership teams 

• Fast-paced environment supporting mission-critical system implementation and sustainment efforts 

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