Savantage Solutions is seeking a skilled Helpdesk Lead to join our professional services and technical team. In this role, you will be responsible for supervising and providing Tier 1 Helpdesk support, directly interfacing with customers to ensure a smooth and efficient service experience.

Duties and Responsibilities:

• The DAI Helpdesk Lead will provide supervision, direction, and guidance to ensure efficient and
• effective helpdesk coverage and support operations.
• Interface with the customer to record incidents, performing diagnosis and routing of incidents,
• troubleshooting common technical issues, reaching closure or workarounds, and escalating to the DAI PMO Tier 2 Helpdesk if Tier 1 is unable to resolve the issue.
• Handle DAI access requirements, including provisioning and maintaining user access according to established policies and procedures. This also includes the development of a comprehensive
• knowledge base, including Frequently Asked Questions (FAQs), troubleshooting guides, and Standard Operating Procedures (SOPs).
• Record the issue in the Defense Agency’s ticket tracking software and respond to the customer within designated time frames.
• Escalate Tier 1 issues that cannot be resolved to DAI Tier 2 Helpdesk. All issues shall be prioritized based on the Government’s assessment of the severity of the problem, tracked, and responses provided to Points of Contact (POCs) in a timely manner.
• Ensure that platforms/systems/tools/applications are supported and in line with the needs and specific requirements of the user population and ultimately support improvement of human-machine interfaces (AI/ML) of the DAI System.
• Manage and provide a full range of services necessary for the successful operation and maintenance of capabilities developed under the DAI. These include but are not limited to:
• Coordinating and communicating status information with all DAI stakeholders.
• Maintaining DAI Business Process and Architecture materials.
• Maintaining changes to the DAI system and its software.
• Making sure all relevant documentation is current and accurate.
• Conduct ticket review meetings for both DAI and custom-developed applications
• Provide application troubleshooting to identify defects and resolve any customer issues and reconcile reports.
• Manage customer accounts for access into the Defense Agency’s financial systems. This includes creation, maintenance of workflow hierarchy, modification, deactivation, and deletion of access within agency designated time frames of receipt with Government approval and documentation. 
• Assist the Government with reviews of accounts.
• Attend DAI PMO hosted meetings (i.e., DAI Customer Update meeting and DAI Community of Practice meetings (i.e., audit, User Productivity Kit (UPK)).
• Build reports and templates as needed by Defense Agency end-users leveraging systems provided by the Government (e.g., MS Access, Oracle OAS, and DoD’s Advana) and distribute to the designated office when complete.

Knowledge, Skill, and Abilities:

 The candidate must have:

• A Secret Clearance
• At least three years experience with financial management services and Oracle ERP/accounting systems.
• At least three years in management experience with DAI Tier 1 Technical and Financial Helpdesk operations and business processes.
• Experience with Government systems which include but are not limited to: DAI, Oracle ERP, MS Access, Oracle OAS, Advana

 Education and Certifications:

• Oracle ERP certification(s) at the Professional or Specialist levels.
• Bacherlor’s Degree Required

Compensation

$120,000- $168,000 annually  (based on the National Capital Region)

The pay range for this job level at Savantage Solutions serves as a general guideline and is not a guarantee of compensation or salary. Factors considered when extending an offer include but are not limited to, job responsibilities, education, experience, knowledge, skills, certifications, seniority, performance, and alignment with market data.

This salary range is based on the National Capital Region and reflects our good faith estimate for this role at the time of posting. Actual compensation may vary based on geographic region or market conditions, and we may ultimately pay more or less than the stated range.

We are committed to providing competitive compensation and encouraging candidates from all locations to apply.

Corporate Summary: 

Savantage Solutions provides a wide range of consulting, systems integration, and financial and project management support to federal and DoD agencies. For over two decades, Savantage Solutions has partnered with organizations in both the public and private sectors to achieve innovative solutions for customers' challenges. 

Savantage Solutions is a woman-owned company that values diversity, initiative, and a commitment to learning and growing. Our philosophy is that diversity is an asset to any industry or organization, and that innovation is only nurtured in an environment that embraces creativity and open minds. We thrive on the ideas and perspectives generated by a diverse workforce.

           Savantage Solutions is an Equal Opportunity/Affirmative Action Employer