i360 is seeking an O&M Tier 1 Lead to run centralized user and application support for the client's Oracle Federal Financials help desk, operated as a shared service serving multiple agencies and roughly 19,000 user accounts. This role leads the Tier 1 team, owns ticket quality and service levels, manages user account administration, and drives the recurring reporting the client relies on. This is a designated key personnel position.
Key Responsibilities- Lead the Tier 1 help desk team, serving as the central point of support for system issues, funds check errors, and transaction problems received through ServiceNow tickets, phone, email, and walk-ins.
- Oversee user account management and administration across roughly 19,000 accounts.
- Manage incident triage, categorization, research, and escalation for issues that cannot be resolved at Tier 1.
- Ensure all calls and requests are documented accurately in ServiceNow and that service level agreements are met.
- Produce and submit recurring reports, including weekly summaries, O&M reports, and monthly statistics drawn from ServiceNow.
- Lead testing of the applications that support Tier 1 functions (for example, ALM, ServiceNow, FSMS).
- Support audit requests by participating in meetings and providing documentation and data.
- Coordinate with Tier 2, the functional and program leads, and the client program office on escalations and process improvements.
Qualifications- Bachelor's degree.
- Minimum 6 years of related experience, with significant time leading help desk or application support operations.
- Demonstrated experience managing ticket queues, service levels, and a support team.
- Experience with ServiceNow (or similar ITSM platform) and user account administration.
- Ability to pass a federal background investigation and obtain client site access.
Nice to Have- Experience supporting Oracle Federal Financials users.
- Familiarity with federal financial management environments and shared service operations.
- ITIL certification or formal service management training.
Security & Eligibility Requirements- Ability to obtain and maintain a federal Public Trust (suitability) clearance
- Must be able to pass a federal background investigation
- U.S. Citizenship or Permanent Residency required (no visa sponsorship available)
Benefits- Referral Bonus
- (401k) Matching
- Holidays - Eleven
- Technology Reimbursement
- Short-Term & Long-Term Disability
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (0-3 years - 15 Days PTO | 3+ years 20 Days)
- 80% Employer Paid Health Care Plan (Medical, Dental & Vision)
