Tier 2 Helpdesk Lead

CGI•Fairfax, VA

23h•Hybrid

About The Position

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.

Requirements

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

Nice To Haves

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)

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
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 of 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