Help Desk Lead – Senior Engineer, VA EHRM

General Dynamics Information Technology

Help Desk Lead/Senior Engineer managing help desk operations for EHR implementation and sustainment at Veterans Affairs. Leading project management and stakeholder engagement as part of federal health IT initiatives.

Posted 7/9/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $124,093 - $143,750 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Benefits

Comp & perks

Health insurance
401(k) matching
Paid time off
Full flex work weeks
Paid parental leave
Paid military leave
Paid bereavement leave
Paid jury duty leave
Short and long-term disability benefits
Life insurance
Accidental death and dismemberment insurance
Critical illness insurance
Business travel and accident insurance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Electronic Health Records (EHR)Incident Response OperationsService Level Agreements (SLAs)Operational Processes DesignQuality AssuranceChange DocumentationProject PlanningData AnalysisPerformance ReportingKnowledge Management Systems

Soft Skills

Analytical SkillsCommunication SkillsOrganizational Skills