Tier 2 Helpdesk Lead

Tier 2 Helpdesk Lead

Position Description
CGI Federal is seeking a Tier 2 Help Desk Functional Lead to join a growing and dynamic program to provide client facing production support and service desk support (Tier 2) to a large multi agency Momentum environment. The Functional Lead serves as the primary escalation point for the client's Tier 1 help desk, ensures consistent troubleshooting and ticket quality, and partners with technical teams and stakeholders to drive timely resolution and long term fixes. This role also provides advanced functional triage and resolution for end users and business partners across key Momentum modules including Acquisitions/Purchasing, G Invoicing, IPP, Credit Card, Security, and multiple integrations (e.g., ECS, CIR, IPAC). This is a great opportunity to expand your skillset in areas of client management, team management, risk management, schedule management, business and data analytics, and technical and functional government finance and accounting services. Ideal candidates are dependable and self motivated, have strong attention to detail, leadership experience, have experience supporting Momentum ERP systems, and hands on experience with SQL.
Qualified candidates must be able to pass a criminal background check and provide fingerprints as requested by the client.
This position is located in our Fairfax, VA office and on site in Washington D.C; however, a hybrid working model is acceptable.

Your future duties and responsibilities
. Manage the Tier 2 helpdesk including tracking ticket status, due dates, and backlog
. Assign and manage changes to ticket priority and due dates 
. Ensure tickets are completed on time and accurately /skill le
. Lead a team of functional and technical resources, varying in years of experience
. Establish and maintain relationships with our primary client stakeholders, as well as third party vendors and partners 
. Report and escalate to management as needed 
. Coordinate with technical teams and product owners to troubleshoot issues
. Perform risk management to minimize risks ion failures, interface errors, data issues, and cross system dependencies; validate fixes and support production releases as needed
. Identify trends and recurring issues; initiate problem records/root cause efforts and recommend preventive actions to reduce repeat incidents
. Develop and maintain support documentation, troubleshooting guides, and knowledge articles to improve knowledge transfer and consistency of resolution
. Ensure support practices align to multi tenant operational controls, including correct tenant identification, data handling, and environment verification during triage and testing
. Lead internal and external Tier 2 meetings; provide status on escalations, risks, and operational metrics as requested
. Perform detailed issue triage: validate reported behavior, gather requirements and artifacts, identify scope/impact (including tenant specific impacts), and determine appropriate routing (functional vs. technical).
. Provide clear, accurate, and customer ready resolution updates; ensure ticket notes include complete functional analysis, reproduction steps, and outcomes within established SLAs
. Assist with special projects, reporting, process improvements, and cross coverage to ensure continuity of operations

Required qualifications to be successful in this role
. 3+ years of hands on experience with Momentum Financial and Acquisitions experience. 
. Experience leading large tasks or small projects
. Ability to drive an effort with multiple stakeholders and competing priorities/requirements
. Excellent leadership and team development skills
. Experience providing Momentum functional troubleshooting and issue resolution
. Working knowledge of one or more of the following functional areas: Acquisitions/Purchasing, invoicing (G Invoicing/IPP), Credit Card processing, Security/roles, and/or system integrations
. Timely, decisive, and effective problem solving skills, including the ability to interpret errors, logs/artifacts provided by technical teams, and translate findings into functional impact and next steps
. Strong written and verbal communication skills; ability to communicate effectively with end users, customer stakeholders, and technical teams
. Experience creating and maintaining knowledge base content (SOPs, troubleshooting guides, job aids)
. Familiarity with IT service management concepts (incident/problem management, SLAs, prioritization, escalation)
. Ability to work effectively in a team environment while demonstrating leadership, ownership, and independence
. Strong customer service skills and ability to manage high priority escalations with professionalism and clarity
. Ability to pass a criminal background check and provide fingerprints as requested by the client
Desired qualifications/non essential skills required:
. Experience supporting federal financial or shared service environments and/or multi tenant production support operations
. Experience with ticketing and knowledge tools (e.g., Azure)
. Experience supporting or troubleshooting interfaces/integrations and coordinating with external partners/systems
. Experience performing trend analysis and producing operational reporting (top drivers, aging, SLA performance, recurring defects)
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 $58,000.00 $136,200.00.
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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