Help Desk Lead/ Senior Engineer (VA EHRM)

GDIT's Federal Health Division is hiring a  Help Desk Lead / Senior Engineer  to support the Veteran's Affairs Electronic Health Records Modernization effort play a critical role in establishing, managing, and optimizing a comprehensive help desk to support the implementation and long-term sustainment of the EHRM.

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

Work Visa Sponsorship will not be considered for this position.

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. 

WHAT YOU'LL BE DOING:

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. 

What You'll Need (required):

• 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 

WHAT WOULD BE EVEN BETTER (PREFERRED):

• 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 

 #VAeHRMSupport

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