Federal Financials Help Desk Lead - Oracle ITSM Expert

BLUMEPROT+ technology; Norfolk (VA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Referral Bonus

401(k) matching

Holidays – Eleven

Technology Reimbursement

Short-Term & Long-Term Disability

Life Insurance (Basic, Voluntary & AD

Paid Time Off (0-3 years – 15 Days PTO

20 Days PTO for 3+ years

80% Employer Paid Health Care Plan (M,

Job summary

i360technologies is seeking an O&M Tier 1 Lead to run centralized user and application support for Oracle Federal Financials, serving multiple agencies and about 19,000 user accounts. The role leads Tier 1, manages tickets, SLAs, and reporting in ServiceNow, with access requiring federal clearance.

The position requires a Bachelor’s degree and 6+ years leading help desk operations, plus experience with ServiceNow and ITSM concepts. This is a mission-critical, on-site role for federal clients.

Qualifications

• Bachelor's degree required and relevant work experience in help desk or application support operations.
• Minimum 6 years of related experience with leadership in a similar environment.
• Proven ability to manage ticket queues, service levels, and a support team.

Responsibilities

• Lead the Tier 1 help desk team and own ticket quality and SLAs.
• Oversee user account management across ~19,000 accounts.
• Triage incidents, categorize, research, and escalate as needed.
• Document calls/requests in ServiceNow and ensure SLAs are met.
• Produce weekly, O&M, and monthly reports from ServiceNow.
• Lead testing of supporting applications (ALM, ServiceNow, FSMS).
• Support audit requests with meetings and data documentation.
• Coordinate with Tier 2, leads, and client program office on escalations.

Skills

ServiceNow

Team leadership

ITSM concepts

Account administration

Federal background check

Education

Bachelor's degree

Tools

ALM

Job description

i360technologies is seeking an O&M Tier 1 Lead to run centralized user and application support for Oracle Federal Financials, serving multiple agencies and about 19,000 user accounts. The role leads Tier 1, manages tickets, SLAs, and reporting in ServiceNow, with access requiring federal clearance.

The position requires a Bachelor’s degree and 6+ years leading help desk operations, plus experience with ServiceNow and ITSM concepts. This is a mission-critical, on-site role for federal clients.