General Dynamics Information Technology
Lead Help Desk Project Manager- (VA EHRM)
Be an Early Applicant
Lead and operate a comprehensive help desk for VA EHR modernization: design support workflows, manage incident triage/escalation, establish SLAs and knowledge systems, lead staffing and training, produce executive reporting, manage projects/changes, and drive continuous improvement and business continuity for large-scale EHR implementations.
Type of Requisition:
RegularClearance Level Must Currently Possess:
NoneClearance Level Must Be Able to Obtain:
NonePublic Trust/Other Required:
MBI (T2)Job Family:
IT Infrastructure and OperationsJob Qualifications:
Skills:
Incident Handling, Incident Management, Incident ResponseCertifications:
NoneExperience:
5 + years of related experienceUS Citizenship Required:
NoJob 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 at scale. The 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 federated environments
- Expertise in system implementation, deployment, and sustainment activities
#VAeHRMSupport
OWN YOUR OPPORTUNITY
Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.
Scheduled Weekly Hours:
40Travel Required:
10-25%Telecommuting Options:
RemoteWork Location:
Any Location / RemoteAdditional Work Locations:
Total Rewards at GDIT:
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
Our Identity Verification Process:
As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.About Our Work:
We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.Join our Talent Community to stay up to date on our career opportunities and events atgdit.com/tc.
Equal Opportunity Employer / Individuals with Disabilities / Protected VeteransSimilar Jobs
.png)
Consumer Web • eCommerce • Machine Learning • Software • Sports • Analytics
As a Customer Success Manager, you will oversee repack business operations, maintain client relationships, forecast orders, and collaborate to enhance processes and client experiences.
Top Skills:
Google DocsGoogle Sheets
Consumer Web • eCommerce • Machine Learning • Software • Sports • Analytics
Lead VIP and high-value client relationships for the PSA Vault, design and launch a VIP program, coordinate white‑glove logistics and high-value shipments, handle escalations with legal/compliance, partner cross-functionally with Customer Care and Ops, and drive outbound growth to acquire recurring high-value collectors.
Top Skills:
Google DocsGoogle Sheets
Consumer Web • eCommerce • Machine Learning • Software • Sports • Analytics
As a PSA Verified Customer Success Manager, you will maintain customer acquisition and delivery schedules, improve workflows, monitor client health, and collaborate with various teams to enhance the customer experience in the PSA Verified repack ecosystem.
Top Skills:
Google DocsGoogle Sheets
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
