More jobs:
Lead Help Desk Project Manager- (VA EHRM
Job in
Fairfax, Fairfax County, Virginia, 22037, USA
Listed on 2026-07-26
Listing for:
General Dynamics Information Technology
Full Time
position Listed on 2026-07-26
Job specializations:
-
IT/Tech
IT Project Manager, IT Support
Job Description & How to Apply Below
** Req :
** RQ223707
** Type of
Requisition :
** Regular
** Clearance Level Must Be Able to Obtain:
** None
** Public Trust/Other
Required:
** MBI (T2)
** Job Family:
** IT Infrastructure and Operations
*
* Skills:
*
* Incident Handling,Incident Management,Incident Response
*
* Experience:
*
* 5 + years of related experience
*
* Job Description:
*
* GDIT's Federal Health Division is hiring a ** Lead Help Desk Project Manager** to support the Veteran's Affairs Electronic Health Records Modernization effort play a critical role in establishing, managing, and optimizing a comprehensive help desk to support the implementation and long-term sustainment of the EHRM.
** This role is remote with 25% travel to nationwide VA sites.*
* ** Work Visa Sponsorship will not be considered for this position.*
* This role is responsible for designing and overseeing operational and technical processes that enable effective issue resolution, triage, escalation, and support
** Lead Help Desk Project Manager
** will collaborate closely with stakeholders across the organization to build a mature, high-performing support function aligned with organizational goals.
** WHAT YOU'LL BE DOING:*
* ** 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.
** What You'll Need (required):*
* + Bachelor's degree and 5+ years of progressive experience supporting Electronic Health Records (EHR) systems, including workstream oversight and functional support across all phases of EHR implementation
+ 3+ years of experience in incident management and response operations within a SaaS‑based EHR environment
+ 3+ years of project management and stakeholder engagement experience supporting SaaS‑managed EHR solutions
+ Proven success leading large‑scale system implementations
+ Strong background in help desk operations and technical support leadership
+ Demonstrated ability to develop and present executive‑level materials
+ Excellent analytical, communication, and organizational skills
** WHAT WOULD BE EVEN BETTER (PREFERRED):*
* + 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…
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