Helpdesk Manager - Financial Support

Edgewater Federal Solutions, Inc.•Alexandria, VA

10h

About The Position

Finance Team Leads provide administrative oversight for a team of 5–6 Financial Support Analysts responsible for Tier 2/3 DTS financial escalations during core business hours. The role ensures adherence to financial policies, manages workflow standards, and applies independent judgment to maintain accuracy, compliance, and operational continuity across all DTS financial support functions.

Requirements

U.S. Citizenship and active Secret clearance.
Minimum 3 years of experience at the enterprise or DoD component headquarters/major command level with DTS Lines of Accounting/Budget Administration, Debt Management, CBA Reconciliation, Disbursing and Financial partners, and travel system payments.
Working knowledge of DTS financial modules, including Scheduled Partial Payments and Advances.
Experience leading or mentoring a team in a help desk, financial operations, or contact center environment.
Bachelor’s degree or equivalent combination of education and experience.
Strong attention to detail and ability to interpret and apply DoD travel financial policy.

Nice To Haves

Direct experience with the Defense Travel System (DTS) Payment Module and financial workflows.
Familiarity with the Joint Travel Regulations (JTR) as they apply to financial processing.
Experience working with DFAS, GEX, or DoD accounting systems.
Prior supervisory experience in a government contract environment.
CBA subject matter expertise.

Responsibilities

Direct Tier 2/3 financial support workflows, ensuring accurate handling of escalated cases involving LOA, Budget Administration, Debt Management, CBA Reconciliation, and travel payments.
Review and analyze financial performance indicators and case trends to identify risks, recurring issues, and opportunities for process improvement.
Serve as the administrative escalation point for complex DTS financial issues, ensuring resolutions align with federal travel financial policy and established escalation pathways.
Maintain and update SOPs, knowledge-base content, and financial workflow documentation based on policy updates, system changes, and operational insights.
Coordinate cross-functionally with General Leads, Specialty Leads, and financial partners (Defense Financial Partners, Debt Management Monitors, Disbursing Offices) to support consistent and compliant operations.
Provide administrative leadership in staffing coordination, workload distribution, documentation quality, and training needs specific to financial support functions.

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