Tier 2 Helpdesk Lead

CGI Federal is seeking a Tier 2 Help Desk Functional Lead to join a growing and dynamic program providing client-facing production support and service desk support (Tier 2) for a large multi-agency Momentum environment.

About the role

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 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 position is located in Fairfax, VA with on-site work in Washington D.C.; a hybrid working model is acceptable.

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 primary client stakeholders, 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 failures, interface errors, data issues, and cross-system dependencies; validate fixes and support production releases.
• Identify trends and recurring issues; initiate problem records/root cause efforts and recommend preventive actions.
• Develop and maintain support documentation, troubleshooting guides, and knowledge articles to improve knowledge transfer and consistency of resolution.
• Ensure support practices align with 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.

Requirements

• 3+ years of hands-on experience with Momentum Financial and Acquisitions.
• 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 interpreting errors, logs/artifacts from technical teams, and translating 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.

Desired Qualifications

• 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).

Benefits

• Competitive compensation.
• Comprehensive insurance options.
• Matching contributions through the 401(k) plan and the share purchase plan.
• Paid time off for vacation, holidays, and sick time.
• Paid parental leave.
• Learning opportunities and tuition assistance.
• Wellness and well-being programs.

Pay

A reasonable estimate of the current range for this role in the U.S. is $58,000.00 - $136,200.00.