Clinical Help Desk Manager (NCI)

Job Number:
Job Category:
Process Improvement / Quality Assurance
Day Job
Potential for Teleworking:
Clearance Level Must Currently Possess:
Clearance Level Must Be Able to Obtain:
Public Trust


Within the Leidos Biomedical Research Inc.’s Clinical Research Directorate, the Clinical Monitoring Research Program (CMRP) provides high-quality comprehensive and strategic operational support to the high-profile domestic and international clinical research initiatives of the National Cancer Institute (NCI), National Institute of Allergy and Infectious Diseases (NIAID), Clinical Center (CC), National Institute of Heart, Lung and Blood Institute (NHLBI), National Institute of Arthritis and Musculoskeletal and Skin Diseases (NIAMS), National Center for Advancing Translational Sciences (NCATS), National Institute of Neurological Disorders and Stroke (NINDS), and the National Institute of Mental Health (NIMH). Since its inception in 2001, CMRP’s ability to provide rapid responses, high-quality solutions, and to recruit and retain experts with a variety of backgrounds to meet the growing research portfolios of NCI, NIAID, CC, NHLBI, NIAMS, NCATS, NINDS, and NIMH has led to the considerable expansion of the program and its repertoire of support services. CMRP’s support services are strategically aligned with the program’s mission to provide comprehensive, dedicated support to assist National Institutes of Health researchers in providing the highest quality of clinical research in compliance with applicable regulations and guidelines, maintaining data integrity, and protecting human subjects. For the scientific advancement of clinical research, CMRP services include comprehensive clinical trials, regulatory, pharmacovigilance, protocol navigation and development, and programmatic and project management support for facilitating the conduct of 400+ Phase I, II, and III domestic and international trials on a yearly basis. These trials investigate the prevention, diagnosis, treatment of, and therapies for cancer, influenza, HIV, and other infectious diseases and viruses such as hepatitis C, tuberculosis, malaria, and Ebola virus; heart, lung, and blood diseases and conditions; parasitic infections; rheumatic and inflammatory diseases; and rare and neglected diseases.  CMRP’s collaborative approach to clinical research and the expertise and dedication of staff to the continuation and success of the program’s mission has contributed to improving the overall standards of public health on a global scale.


The Clinical Monitoring Research Program (CMRP) Helpdesk Manager provides quality control and management in support of the Clinical Trials Reporting Office (CTRO).

Key Roles/Responsibilities:

  • Supervise/manage the User Support team supporting the Clinical Trials Reporting Program (CTRP)
  • Ensure staff are trained on daily tasks and perform on schedule with complete accuracy
  • Manage internal and external user communications for the CTRP
  • Oversee the issue tracking system, Enterprise Wizard (EW) for user communications (inquiries, issues, etc. submitted by the internal and external CTRP user community) and CTRP system enhancement requests
  • Oversee training of the CTRP Registration and Accrual applications for new/existing CTRP customers
  • Suggest new workflows to meet changing business needs, collaborating with developers to identify, track, and test system improvements and/or fixes
  • Implement quality assurance processes within the team to identify data quality issues
  • Coordinate with the database programmer to understand the CTRP database and CTRP data warehouse to perform data queries for internal and external CTRP users
  • Working closely with the Associate Director, Clinical Trials Operations to immediately address issues as they arise



To be considered for this position, you must minimally meet the knowledge, skills, and abilities listed below:

  • Possession of a Bachelor’s degree from an accredited college or university according to the Council for Higher Education Accreditation (Additional qualifying experience may be substituted for the required education).
  • In addition to educational requirements, a minimum of four (4) years of relevant experience, including at least one (1) year in a leadership/management capacity in a clinical, pharmaceutical, laboratory, and/or biotechnology environment
  • Must be able to obtain and maintain a clearance

Candidates with these desired skills will be given preferential consideration:

  • Prior management experience
  • Ability to read/write SQL queries
  • Knowledge of SQL Programming Language
  • pgAdmin III experience

Expected Competencies

  • Exceptional written and oral communication skills
  • Ability to work in a fast-paced environment
  • Ability to manage and develop a team
  • Ability to work in a team and independently
  • Ability to communicate effectively with high-level personnel
  • Ability to attend meetings as a program liaison
  • Willingness to perform tasks that may fall outside of the normal daily responsibilities
  • Proficiency with Microsoft software applications

Leidos Overview:
Leidos is a global science and technology solutions leader working to solve the world’s toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company’s 33,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported pro forma annual revenues of approximately $10 billion for the fiscal year ended January 1, 2016 after giving effect to the recently completed combination of Leidos with Lockheed Martin's Information Systems & Global Solutions business (IS&GS). For more information, visit www.Leidos.com. The company’s diverse employees support vital missions for government and commercial customers. Qualified women, minorities, individuals with disabilities and protected veterans are encouraged to apply. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an Equal Opportunity Employer.
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