Help Desk Lead

Job Title: Helpdesk Lead

Job Description :

we are seeking a Tier 2 Helpdesk Lead to support mission-critical Identity and Access Management services. The selected candidate will lead support operations for SailPoint, Okta, Privileged Access Management, and authentication services while ensuring compliance with established service levels.

Responsibilities :

• Lead Tier 2 support operations for USAidam systems.
• Manage incident, problem, and request resolution activities.
• Escalate and coordinate complex IAM issues.
• Support SailPoint and Okta user provisioning processes.
• Monitor ticket queues and ensure SLA compliance.
• Identify recurring issues and implement corrective actions.
• Develop FAQs, Job Aids, and training materials.
• Coordinate with engineering teams for product enhancements and fixes.
• Generate service reports and operational metrics.

Required Qualifications :

• Bachelor's Degree or equivalent experience.
• 7+ years supporting enterprise IT systems.
• Experience supporting Identity and Access Management platforms.
• Experience with ServiceNow or enterprise ticketing systems.
• Knowledge of SAML, MFA, OIDC, PIV authentication, and SSO concepts.
• Strong troubleshooting and customer support skills.

Preferred Qualifications :

• Experience supporting SailPoint IdentityIQ.
• Experience supporting Okta Identity Engine.
• HDI or ITIL Certification.
• Federal civilian agency experience.

U.S. Citizens/Green Card ONLY due to legal or government contract requirement

Candidate must be able to obtain government security clearance.