Help Desk Lead – Senior Engineer, VA EHRM

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish and manage a comprehensive help desk to support EHR implementation and ongoing activities.

• Design and execute operational processes, technical workflows, and tiered support frameworks.

• Create and uphold protocols for issue resolution, triage, and escalation.

• Develop and supervise Service Level Agreements (SLAs), response times, and quality metrics.

• Lead workforce planning, staffing models, and scheduling to ensure sufficient coverage.

• Implement knowledge management systems and training programs for help desk staff.

• Construct and maintain business continuity and disaster recovery strategies.

• Conduct quality assurance evaluations and enact continuous improvement initiatives.

• Manage changes to project scope, schedules, and methodologies; document and review proposed alterations.

• Prepare change documentation for presentation to client leadership to facilitate informed decision-making.

• Develop comprehensive project plans for help desk operations and associated technologies.

• Collaborate with cross-functional teams to ensure cohesive planning and coordinated execution.

• Monitor project timelines, deliverables, risks, and dependencies closely.

• Work in tandem with program leadership, technical teams, and operational stakeholders.

• Create and present executive-level presentations detailing progress, performance, risks, and recommendations.

• Maintain alignment among diverse stakeholder groups to ensure clarity and shared expectations.

• Develop dashboards and operational reports to assess help desk performance.

• Track SLA compliance, ticket trends, issue resolution times, and quality indicators.

• Utilize various tools and methodologies for managing, monitoring, and reporting on issues.

⛳️ Requirements

• Bachelor’s degree.

• Over 5 years of progressive experience in electronic health records (EHR) support, focusing on help desk oversight and resolution for EHR implementation.

• At least 3 years of hands-on incident management and incident response experience related to EHR activities for a software as a service (SaaS) managed EHR solution.

• Demonstrated experience with large-scale system implementations.

• Strong background in help desk operations and technical support management.

• Capability to develop and present materials at the executive level.

• Excellent analytical, communication, and organizational abilities.

• At least 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 flexible 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.