FSMS Tier 1 Lead: IT Service Desk & ERP Support

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. 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.