General Dynamics

1 week ago

Lead Help Desk Project Manager- Senior Systems Engineering & Architecture (VA EHRM)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 14 hours agoStatus: Live

Job Summary

Lead and manage a comprehensive help desk supporting the VA Electronic Health Records Modernization program, including EHR implementation and long-term sustainment. Design incident triage, escalation, and issue-resolution workflows, establish SLAs and quality metrics, and oversee knowledge management and continuous improvement. Collaborate with stakeholders to plan and manage help desk operations and supporting technologies, deliver executive-level reporting, and create business continuity and disaster recovery plans.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Stand up and manage a comprehensive help desk supporting EHR implementation and sustainment activities.
•Design operational processes, technical workflows, and tiered support structures for issue resolution, triage, and escalation.
•Develop and oversee SLAs, response times, and quality metrics; conduct quality assurance reviews and continuous improvement.
•Lead workforce planning, staffing models, and scheduling to ensure adequate coverage.
•Create business continuity and disaster recovery plans and develop operational dashboards and reporting on help desk performance.

Travel: Medium travel

Pay and Benefits

Salary: USD 124,093 - 143,750 annually

Perks:Health InsuranceDentalVision401kPaid LeaveParental Leave

Key Requirements

•Bachelor’s degree and 5+ years of progressive electronic health records (EHR) support, including help desk oversight and resolution response for EHR implementation.
•3+ years of direct incident management and incident response operations experience supporting EHR activities for a SaaS managed EHR solution.
•Proven experience with large-scale system implementations and strong help desk operations and technical support management.
•Ability to develop and present executive-level materials, with strong analytical, communication, and organizational skills.
•3+ years of direct project management and stakeholder engagement experience supporting EHR activities for a SaaS managed EHR solution.

Experience:5+ yearsHealthcareGovernmentEHRSaaS

Education:Bachelor's

Skills:Analytical skillsCommunicationOrganizational skillsStakeholder engagementExecutive communication

Eligibility

Security Clearance:MBI (T2)

Company Brief

General Dynamics

Provides IT, systems engineering, cybersecurity, cloud, and mission support services to U.S. federal civilian and defense agencies, delivering large-scale technology solutions and managed services for national security and government operations.

Industry: Defense Technology

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Headquarters: Tysons / Fairfax, United States

Website LinkedIn

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General Dynamics

1 week ago

Lead Help Desk Project Manager- Senior Systems Engineering & Architecture (VA EHRM)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 14 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Stand up and manage a comprehensive help desk supporting EHR implementation and sustainment activities.
•Design operational processes, technical workflows, and tiered support structures for issue resolution, triage, and escalation.
•Develop and oversee SLAs, response times, and quality metrics; conduct quality assurance reviews and continuous improvement.
•Lead workforce planning, staffing models, and scheduling to ensure adequate coverage.
•Create business continuity and disaster recovery plans and develop operational dashboards and reporting on help desk performance.

Travel: Medium travel

Pay and Benefits

Salary: USD 124,093 - 143,750 annually

Perks:Health InsuranceDentalVision401kPaid LeaveParental Leave

Key Requirements

•Bachelor’s degree and 5+ years of progressive electronic health records (EHR) support, including help desk oversight and resolution response for EHR implementation.
•3+ years of direct incident management and incident response operations experience supporting EHR activities for a SaaS managed EHR solution.
•Proven experience with large-scale system implementations and strong help desk operations and technical support management.
•Ability to develop and present executive-level materials, with strong analytical, communication, and organizational skills.
•3+ years of direct project management and stakeholder engagement experience supporting EHR activities for a SaaS managed EHR solution.

Experience:5+ yearsHealthcareGovernmentEHRSaaS

Education:Bachelor's

Skills:Analytical skillsCommunicationOrganizational skillsStakeholder engagementExecutive communication

Eligibility

Security Clearance:MBI (T2)

Company Brief

General Dynamics

Industry: Defense Technology

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Headquarters: Tysons / Fairfax, United States

Website LinkedIn