FSMS Tier 1 Lead

LinTech Global, a Dexian company; Chesapeake (VA); On-site; USD 125,000 - 150,000; Full time

Benefits offered by this job

Open Paid Time Off

11 Federal Paid Holidays

5 Paid Sick Days

Company-paid Life/AD&D

Company-paid Short Term and Long-Term

Job summary

Dexian Government Solutions is recruiting for a FSMS Tier 1 Lead to support our proposal effort for the USCG FSC BOD in Chesapeake, VA. The role oversees day-to-day customer support, supervises Tier 1 analysts, and ensures timely resolution of user issues.

The ideal candidate has strong Oracle Federal Financials knowledge, ITIL practices, and proven leadership in service desk operations, incident management, and customer communications.

Qualifications

• Requires 7+ years of experience supporting enterprise systems, ERP platforms, or service desk operations.
• 3+ years of supervisory or team lead experience.
• Experience with Oracle EBS / Oracle Federal Financials and financial management applications.
• Experience managing incidents, service requests, and customer support operations.

Responsibilities

• Lead and supervise Tier 1 FSMS support personnel serving ~19,000 users.
• Manage daily service desk operations, workload distribution, escalation management, and performance.
• Serve as primary escalation point for Tier 1 support activities and customer-facing issues.
• Ensure incidents and service requests meet established SLAs.

Skills

ITIL service management

Oracle EBS

Oracle Federal Financials

Leadership

Service desk operations

Incident management

Customer support

Education

Bachelor's Degree in Information Systems or related field

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

This role requires customer approval, suitability to hold a public trust and successful completion of a preemployment background screening. Tier 1 Background Investigation or higher & CAC are required to start.

Salary

$125,000 - $150,000 per year.

Benefits

Our 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 Statement

Dexian 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.