Help Desk Lead – Senior Engineer, VA EHRM

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $124.1k - $143.8k / year

⏰ Full Time

🟠 Senior

💻 IT Support

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General Dynamics Information Technology

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1954

🔒 Cybersecurity

🤖 Artificial Intelligence

Defense • Cybersecurity • Artificial Intelligence

General Dynamics Information Technology is a company at the forefront of technological innovation, offering a wide range of services including consulting, digital modernization, and application services. The company is heavily involved in implementing solutions related to artificial intelligence, cloud computing, cybersecurity, high-performance computing, and quantum technologies. GDIT is committed to supporting government and defense sectors, providing mission-critical services such as logistics and supply chain management, intelligence, and homeland security. The company also focuses on diverse and inclusive hiring practices and actively promotes employee well-being. Through its digital accelerator solutions and pioneering use of emerging technologies, GDIT aims to propel agencies' missions forward and address complex technological challenges.

📋 Description

• 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 • 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

• 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