Momentum Technical Support Lead

Position Description:

CGI is seeking a highly capable, outcomes driven Momentum Technical Support Lead to keep mission critical support requests moving. You will bring rigor to our operating cadence, clarity to prioritization, and speed to resolution—partnering with smart, dedicated people to support federal clients and deliver measurable impact. As the MTS Lead, you own the lifecycle of Support Requests from intake through closure. You will run daily and weekly rhythms, direct triage and assignment, remove blockers, manage escalations, and ensure transparent communication with stakeholders. Your leadership creates predictable flow and elevates team performance while safeguarding client outcomes. This position is located in our Fairfax VA, Lafayette, LA, or Lebanon, VA office; however, a hybrid working model is acceptable.

Your future duties and responsibilities:

• Own Support Request lifecycle management: maintain queue health, drive prioritization, set clear ownership, and ensure SLA adherence.

• Run and refine the operating cadence: lead daily stand ups and weekly governance, facilitate biweekly planning, and coordinate monthly stakeholder touchpoints.

• Triage and unblock: engage subject matter experts, surface documentation, recommend technical paths, and escalate appropriately.

• Stakeholder coordination: maintain tight communication with account liaisons, product teams, and partners delivering nonstandard work (e.g., demo environments, FedRAMP/Onyx).

• Partner management: collaborate with vendor/technology partners (e.g., Red Hat TAM) to expedite issues, plan enablement, and leverage workshops/training.

• Risk and reporting: provide timely status on priority requests, surface emerging risks, and create visibility for leadership across streams of work.

• Team guidance: offer lightweight coaching and direction to partners; align on the bigger picture and upcoming initiatives.

Required qualifications to be successful in this role:

• BA/BS Degree

• 5+ years leading technical support or application operations for complex enterprise systems (ERP/financial or similar).

• Demonstrated ability to run stand ups, manage triage/backlogs, and coordinate multi stakeholder work streams.

• Strong analytical judgment; able to diagnose issues, recommend fixes, and drive accountability to closure.

• Excellent communication and stakeholder management across product, engineering, account liaisons, and leadership.

• Experience supporting Momentum®, ERP, financial management systems, or large-scale SaaS platforms in a production environment.

• Hands-on experience with ticketing and workflow management tools (e.g., ServiceNow, Jira, Azure DevOps) and the ability to design or refine queue workflows.

• Ability to interpret system logs, error codes, integrations, and configurations to support issue triage and recommend technical paths.

• Strong understanding of incident, problem, and change management disciplines following ITIL or similar frameworks.

• Demonstrated experience coordinating work across cross-functional technical teams (infrastructure, database, middleware, security, engineering).

• Ability to manage complex escalations, including assembling SMEs, establishing timelines, and ensuring communication clarity.

• Experience preparing operational documentation, including runbooks, troubleshooting guides, and decision trees.

• Ability to analyze trends in support requests and propose preventive measures, workflow improvements, or automation opportunities.

• Ability to maintain situational awareness across multiple workstreams and synthesize technical information into clear leadership-ready summaries.

Desired qualifications/non-essential skills required:

• Experience with CGI IP solutions

• Familiarity with process improvement methodologies and automation tools

CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $63,700.00 $156,700.00. CGI Federal's benefits are offered to eligible professionals on their first day of employment to include:

• 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

#CGIFederalJob #MomentumBuildsCareers #LI-JK6

Skills:

• Emotional Intelligence

• Leadership

• Problem Solving

• Stakeholder management

• Momentum General Systems

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com. You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.

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All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.