Help Desk Lead/ Senior Engineer (VA EHRM)

About the role

The Help Desk Lead / Senior Engineer supports the Veteran's Affairs Electronic Health Records Modernization effort. This role is remote with 25% travel to nationwide VA sites.

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.
  • Create detailed project plans for help desk operations and supporting technologies.
  • Collaborate with cross-functional teams to ensure integrated planning and coordinated implementation.
  • Maintain 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.

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.

Skills

• Incident Handling.
• Incident Management.
• Incident Response.

Benefits

GDIT offers 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. Additional benefits include full flex work weeks, paid time off plans, paid holidays, and paid family leave. GDIT also provides short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance.

Pay

The likely salary range for this position is $124,093 - $143,750. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Schedule

Scheduled Weekly Hours: 40
Travel Required: 10-25%