Help Desk Lead/ Senior Engineer (VA EHRM)
Type of Requisition:
RegularClearance Level Must Currently Possess:
NoneClearance Level Must Be Able to Obtain:
NonePublic Trust/Other Required:
MBI (T2)Job Family:
IT Infrastructure and OperationsJob Qualifications:
Skills:
Incident Handling, Incident Management, Incident ResponseCertifications:
NoneExperience:
5 + years of related experienceUS Citizenship Required:
NoJob Description:
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
OWN YOUR OPPORTUNITY
Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.
Scheduled Weekly Hours:
40Travel Required:
10-25%Telecommuting Options:
RemoteWork Location:
Any Location / RemoteAdditional Work Locations:
Total Rewards at GDIT:
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.Join our Talent Community to stay up to date on our career opportunities and events atEqual Opportunity Employer / Individuals with Disabilities / Protected Veterans