Momentum Technical Support Lead

Category: Software Development/ Engineering

Main location: United States, Virginia, Fairfax

Position ID:J0826-1408

Employment Type: Full Time

Position Description:

CGI is seeking a highly capable, outcomes driven Momentum Technical Support Lead to keep mission critical support requests moving. You will bring rigor to our operating cadence, clarity to prioritization, and speed to resolution-partnering with smart, dedicated people to support federal clients and deliver measurable impact. As the MTS Lead, you own the lifecycle of Support Requests from intake through closure. You will run daily and weekly rhythms, direct triage and assignment, remove blockers, manage escalations, and ensure transparent communication with stakeholders. Your leadership creates predictable flow and elevates team performance while safeguarding client outcomes.
This position is located in our Fairfax VA, Lafayette, LA, or Lebanon, VA office; however, a hybrid working model is acceptable.

Your future duties and responsibilities:

. Own Support Request lifecycle management: maintain queue health, drive prioritization, set clear ownership, and ensure SLA adherence.
. Run and refine the operating cadence: lead daily stand ups and weekly governance, facilitate biweekly planning, and coordinate monthly stakeholder touchpoints.
. Triage and unblock: engage subject matter experts, surface documentation, recommend technical paths, and escalate appropriately.
. Stakeholder coordination: maintain tight communication with account liaisons, product teams, and partners delivering nonstandard work (e.g., demo environments, FedRAMP/Onyx).
. Partner management: collaborate with vendor/technology partners (e.g., Red Hat TAM) to expedite issues, plan enablement, and leverage workshops/training.
. Risk and reporting: provide timely status on priority requests, surface emerging risks, and create visibility for leadership across streams of work.
. Team guidance: offer lightweight coaching and direction to partners; align on the bigger picture and upcoming initiatives.

Required qualifications to be successful in this role:
• BA/BS Degree
• 5+ years leading technical support or application operations for complex enterprise systems (ERP/financial or similar).
• Demonstrated ability to run stand ups, manage triage/backlogs, and coordinate multi stakeholder work streams.
• Strong analytical judgment; able to diagnose issues, recommend fixes, and drive accountability to closure.
• Excellent communication and stakeholder management across product, engineering, account liaisons, and leadership.
• Experience supporting Momentum®, ERP, financial management systems, or large-scale SaaS platforms in a production environment.
• Hands-on experience with ticketing and workflow management tools (e.g., ServiceNow, Jira, Azure DevOps) and the ability to design or refine queue workflows.
• Ability to interpret system logs, error codes, integrations, and configurations to support issue triage and recommend technical paths.
• Strong understanding of incident, problem, and change management disciplines following ITIL or similar frameworks.
• Demonstrated experience coordinating work across cross-functional technical teams (infrastructure, database, middleware, security, engineering).
• Ability to manage complex escalations, including assembling SMEs, establishing timelines, and ensuring communication clarity.
• Experience preparing operational documentation, including runbooks, troubleshooting guides, and decision trees.
• Ability to analyze trends in support requests and propose preventive measures, workflow improvements, or automation opportunities.
• Ability to maintain situational awareness across multiple workstreams and synthesize technical information into clear leadership-ready summaries.

Desired qualifications/non-essential skills required:
• Experience with CGI IP solutions
• Familiarity with process improvement methodologies and automation tools

CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $63,700.00 $156,700.00.
CGI Federal's benefits are offered to eligible professionals on their first day of employment to include:
. Competitive compensation
. Comprehensive insurance options
. Matching contributions through the 401(k) plan and the share purchase plan
. Paid time off for vacation, holidays, and sick time
. Paid parental leave
. Learning opportunities and tuition assistance
. Wellness and Well being programs
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Skills:

• Emotional Intelligence
• Leadership
• Problem Solving
• Stakeholder management
• Momentum General Systems