Subcontract Team Lead – DAI Technical Support Specialist

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Oversee, manage, and lead a team of up to 10 subcontractor personnel, which includes responsibilities such as hiring, coaching, mentoring, approving timesheets, facilitating professional development, allocating merit pay, implementing progressive discipline, and managing terminations.

• Deliver Tier I Help Desk support for DAI users during designated business hours.

• Receive, track, document, prioritize, and resolve customer incidents utilizing the contractor-provided ticketing system.

• Conduct technical troubleshooting and diagnostics for issues faced by DAI users.

• Escalate unresolved matters to the DAI PMO Tier II Help Desk or coordinate with the Joint Service Provider as necessary.

• Provide prompt responses to users and ensure accurate maintenance of support records.

• Assist in the management of DAI user accounts, including processing SAAR requests, conducting DD2875 reviews, and provisioning accounts.

• Aid in bi-weekly account reviews and activities related to account deactivation.

• Support GRC reporting and carry out annual reviews of user access.

• Monitor Agency Health Check dashboards, IGT reports, Fiscal Year End dashboards, and reconciliation reports.

• Keep an eye on DAI and EPM data for inconsistencies and communicate findings to Government personnel.

• Help with transactional reconciliation and resolving issues.

• Create and maintain DAI training materials, quick reference guides, desk guides, and work instructions.

• Provide desk-side, virtual, or classroom training sessions for end users.

• Update and maintain SharePoint content, training repositories, and materials for user reference.

• Track trends in help desk tickets and identify opportunities for training or process enhancement.

• Support SIT and UAT activities.

• Assist in initiatives for process improvement and operational enhancements.

• Collaborate with stakeholders to ensure the continuity of DAI operational support.

• Prepare monthly reports on help desk activities and updates on operational status.

⛳️ Requirements

• An active U.S. Government Secret Security Clearance is mandatory; candidates lacking a minimum of Secret clearance will not be considered.

• A minimum of eight (8) years of professional experience in supporting ERP systems, financial management systems, or federal help desk operations.

• A Bachelor’s degree, or a combination of education and experience equivalent to five additional years.

• Strong leadership capabilities.

• Excellent customer service and technical troubleshooting abilities.

• Familiarity with ERP systems, financial management operations, and DAI functionalities.

• Experience with ticket management systems and help desk operations.

• Ability to research and resolve issues related to systems and transactions.

• Knowledge of procedures for user account management and access control.

• Strong skills in communication, documentation, and organization.

• Experience in developing training materials and providing user training.

• Proficiency in Microsoft Office Suite, SharePoint, and collaboration tools.

• Capability to manage multiple priorities in a fast-paced environment.

• Ability to work independently with minimal oversight from the Government.

• Preferred experience in supporting DAI or Oracle Federal Financials.

• Preferred experience in conducting financial system research, providing reconciliation support, and customer support activities.

• Desired three (3) years of prior supervisory experience.

🏝️ Benefits

• Travel requirements are minimal, typically occurring less than 5% of the time.