Lead Tier 1 Help Desk – Oracle Federal Financials

i360technologies, Inc.; Chesapeake (VA); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Referral Bonus

401k Matching

Eleven Holidays

Technology Reimbursement

Short-Term & Long-Term Disability

Life Insurance

Paid Time Off

80% Employer Paid Health Care Plan

Job summary

i360technologies, Inc. is looking for an O&M Tier 1 Lead in Chesapeake, Virginia. This role involves leading the Tier 1 help desk team and managing support for approximately 19,000 user accounts. You'll ensure service quality and produce regular reporting while coordinating with stakeholders on escalated issues.

The ideal candidate will have a Bachelor's degree, significant experience in help desk operations, and familiarity with ServiceNow or similar platforms. This position also requires U.S. citizenship or permanent residency.

Qualifications

• Minimum 6 years of related experience in help desk or application support.
• Strong experience managing ticket queues and service levels.
• Ability to pass a federal background investigation.

Responsibilities

• Lead the Tier 1 help desk team, managing user support for 19,000 accounts.
• Ensure accurate documentation of calls and requests in ServiceNow.
• Produce recurring reports such as weekly summaries and O&M reports.

Skills

Help desk operations

ServiceNow

Team leadership

User account administration

Education

Bachelor's degree

Tools

ServiceNow

Job description

i360technologies, Inc. is looking for an O&M Tier 1 Lead in Chesapeake, Virginia. This role involves leading the Tier 1 help desk team and managing support for approximately 19,000 user accounts. You'll ensure service quality and produce regular reporting while coordinating with stakeholders on escalated issues.

The ideal candidate will have a Bachelor's degree, significant experience in help desk operations, and familiarity with ServiceNow or similar platforms. This position also requires U.S. citizenship or permanent residency.