Tier 1 Lead Senior - Analyst

The Opportunity

At i360technologies, we deliver business consulting and technology solutions that support the mission of federal agencies. We are seeking an O&M Tier 1 Lead to run centralized user and application support for the client's Oracle Federal Financials help desk, operated as a shared service serving multiple agencies.

This role leads the Tier 1 team, owns ticket quality and service levels, manages user account administration, and drives the recurring reporting the client relies on. This role is on-site at the client's Financial Service Center (FSC) in Chesapeake, VA. Telework is limited and requires client approval, so this is an in-office role. Work is performed within the FSC's normal help desk operating hours (6:00 am–9:00 pm ET, Monday–Friday) on a typical 40-hour week; occasional work outside normal hours (for example, maintenance weekends and month-end or year-end closing) may be required.

What You Will Do

• Lead the Tier 1 help desk team, serving as the central point of support for system issues, funds check errors, and transaction problems received through ServiceNow tickets, phone, email, and walk-ins.
• Schedule Tier 1 staff so coverage spans the FSC help desk operating hours of 6:00 am–9:00 pm ET, Monday–Friday.
• Oversee user account management and administration.
• Manage incident triage, categorization, research, and escalation for issues that cannot be resolved at Tier 1.
• Ensure all calls and requests are documented accurately in ServiceNow and that service level agreements are met.
• Produce and submit recurring weekly and monthly ServiceNow summary reports and Tier 1 telework statistics.
• Lead testing of the applications that support Tier 1 functions.
• Support audit requests by participating in meetings and providing documentation and data.
• Coordinate with Tier 2, the functional and program leads, and the client program office on escalations and process improvements.

Required Qualifications

• Bachelor's degree or equivalent.
• Minimum 6 years of related experience, with significant time leading help desk or application support operations.
• Demonstrated experience managing ticket queues, service levels, and a support team.
• Experience with ServiceNow (or similar ITSM platform) and user account administration.
• Ability to work on-site in Chesapeake, VA.
• Use AI tools to improve efficiency in research, drafting, and analysis, while validating all outputs for accuracy, completeness, and compliance.

Preferred Experience

• Experience supporting Oracle Federal Financials users.
• Familiarity with federal financial management environments and shared service operations.
• ITIL certification or formal service management training.

What Success Looks Like

• Suggested: Tier 1 coverage spans the full 6:00 am–9:00 pm ET help desk hours, Monday–Friday.
• Suggested: Service level agreements are met and every call and request is documented accurately in ServiceNow.
• Suggested: Recurring weekly and monthly help desk reports are submitted on time.

Security & Eligibility Requirements

• U.S. citizenship is required.
• Selected candidate must successfully clear a U.S. government suitability background check.
• Must sign a non-disclosure agreement before gaining site and system access.

Benefits

• Referral Bonus
• (401k) Matching
• Holidays – Eleven
• Technology Reimbursement
• Short-Term & Long-Term Disability
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (0-3 years - 15 Days PTO | 3+ years 20 Days)
• 80% Employer Paid Health Care Plan (Medical, Dental & Vision)

Benefit eligibility and coverage are subject to applicable plan terms and company policies.

Equal Opportunity Employer Minority/Female/Veteran/Disability

All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or status within any other protected group.

Only direct applicants will be considered. Submissions from recruiting or staffing firms will not be accepted.