Help Desk Lead

Xcelligen Inc.; Washington (District of Columbia); On-site; USD 110,000 - 165,000; Full time

Job summary

Xcelligen Inc. is seeking a Tier 2 Helpdesk Lead to support mission-critical Identity and Access Management services for government contracts. The role will lead support operations for SailPoint, Okta, PAM, and authentication services, ensuring adherence to service levels and security standards.

You will guide incident, problem, and request resolution, escalate complex IAM issues, and coordinate with engineering for fixes. Strong IAM knowledge and customer-focused leadership are essential.

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.

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.

Skills

Identity and Access Management

SSO concepts

Troubleshooting

Customer support

Team leadership

Education

Bachelor's Degree or equivalent experience

Tools

ServiceNow

Enterprise ticketing systems

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.

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

Candidate must be able to obtain government security clearance.