FSMS Tier 1 Lead

Job Description

Job Description

Dexian Government Solutions is recruiting for a FSMS Tier 1 Lead to support our proposal effort for the USCG FSC BOD in Chesapeake, VA.Position Overview:The FSMS Tier 1 Lead is responsible for managing day-to-day customer support activities, supervising Tier 1 analysts, ensuring timely resolution of user issues, and serving as the primary escalation point for functional and business process support. This role provides leadership across incident management, service requests, user account support, business process troubleshooting, knowledge management, and customer communications while ensuring compliance with SLAs and performance standards. The position requires a strong understanding of Oracle Federal Financials, financial business processes, customer support operations, and ITIL service management practices.Key Responsibilities:Lead and supervise Tier 1 FSMS support personnel providing support to approximately 19,000 FSMS users.Manage daily service desk operations, workload distribution, escalation management, and operational performance.Serve as the primary point of contact for Tier 1 support activities and customer-facing operational issues.Ensure incidents and service requests are resolved within established service level agreements (SLAs).Requirements:Minimum 7 years of experience supporting enterprise business systems, ERP platforms, or service desk operations.Minimum 3 years of supervisory or team lead experience managing support personnel.Experience supporting Oracle EBS, Oracle Federal Financials, ERP systems, or financial management applications.Experience managing incident management, service requests, and customer support operations.Education: Bachelor's Degree in Information Systems, Business Administration, Accounting, Finance, Management, or related discipline.Clearance: Tier 1 Background Investigation or higher & CAC are required to Start.Company DescriptionDexian Government Solutions is an award-winning, ISO 9001:2015 certified, business and GSA contract holder providing diversified Information Technology services to both Civilian and Defense agencies. Services include Software Development, Systems Integration, Data Management, Project Management, Operations & Maintenance, Cybersecurity, and Training and Audio/Visual (AV) Solutions. Dexian Government Solutions has received several recognitions, including rankings on "Top 50 Companies to Watch", Washington Technology's Annual "FAST 50", and Inc. 500's List of "Fastest Growing Private Companies". The Dexian Government Solutions team is comprised of individuals who are dedicated to the success and sustainability of our customers and their missions. Our combination of technical expertise, big business experience, and small business agility allows us to promptly provide our customers with exceptional IT and engineering solutions.BenefitsOur robust benefits package includes Open Paid Time Off, 11 Federal Paid Holidays & 5 Paid Sick Days, Company-paid Life/AD&D, Company-paid Short Term and Long-Term Disability, Health Insurance with Company Contribution, 401k Plan with Company Match, Employee Recognition Program, opportunity for Employee Referral Bonus, opportunity for annual Performance Bonus and much more!EEO StatementDexian Government Solutions is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided based on qualifications, merit, and business need. All applicants will be considered for employment without attention to race, religion, color, national origin, ancestry, physical or mental disability, medical condition, pregnancy (including childbirth, lactation and related medical conditions), marital status, genetic information (including characteristics and testing), gender, sexual orientation, gender identity or expression, military and veteran status, or any other status protected under federal, state, or local law in the locations where we operate.If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Human Resources. The Company invites any applicant and/or employee to review the Company's written Affirmative Action Plan. This plan is available for inspection upon request. - content/uploads/2017/09/poster_screen_reader_optimized.pdfThis role requires customer approval, suitability to hold a public trust and successful completion of a preemployment background screening.