Help Desk Lead/ Senior Engineer (VA EHRM)

General Dynamics Information Technology is seeking a Help Desk Lead / Senior Engineer to support the Veteran's Affairs Electronic Health Records Modernization effort. This role involves designing and overseeing operational and technical processes for effective issue resolution and managing a comprehensive help desk for EHR implementation and sustainment.

Responsibilities:

• 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
• 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
• 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
• 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

Requirements:

• 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
• 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