Helpdesk Team Lead

BruckEdwards, Inc.; Washington (Washington County); On-site; USD 110,000 - 140,000; Full time

Job summary

BruckEdwards, Inc. is seeking an experienced Helpdesk Team Lead to serve as the Tier 2 lead for the Identity and Access Management (IDAM) Helpdesk, providing advanced technical support and leadership.

The role requires guiding escalations, managing tickets, and mentoring junior staff while maintaining systems like SailPoint and Okta, with emphasis on authentication and access governance for government-related IT services.

Qualifications

• 3+ years of Tier 2+ enterprise IT support experience.
• Experience with identity governance and authentication platforms (SailPoint, Okta).
• Ability to obtain and maintain a Secret Clearance.
• Excellent communication, documentation, and customer service skills.

Responsibilities

• Lead escalated helpdesk issues and ensure timely resolution per SLAs.
• Document resolutions and escalate complex problems as needed.
• Mentor junior staff and maintain USAidam systems in test and production.
• Patch, monitor, and maintain system health; troubleshoot workflows and integrations.
• Support migration, integration, and onboarding of new applications and users.
• Coordinate with application owners and stakeholders to resolve access issues.
• Maintain records of changes and incidents in the ticketing system.

Skills

Communication

Mentorship

Customer service

Troubleshooting

Education

Bachelor's degree in IT/CS or related field

Tools

SailPoint

Okta

PowerShell

AWS Lambda

Job description

BruckEdwards, Inc. is a growing, small business, government contracting company providing IT services to the federal government. Our culture is founded on providing all employees with a stimulating environment in which they can maximize their potential. We are dedicated to making a positive impact on our customers by providing high-end technical solutions, outstanding customer service, and continually improving our processes. We provide our staff with the resources they need to achieve success while giving employees the freedom to develop innovative and creative solutions to meet our customers’ needs.

BruckEdwards is seeking an experienced Helpdesk Team Lead to serve as the Tier 2 lead for the Identity and Access Management (IDAM) Helpdesk, providing advanced technical support, issue resolution, and operational leadership to ensure efficient service delivery. This role is responsible for the timely resolution of escalated technical issues, ticket management, documentation, and continuous improvement of helpdesk processes. The Team Lead ensures high-quality support for identity governance, authentication, and related systems and serves as a key liaison among users, technical teams, and management.

Requirements

Responsibilities include, but are not limited to:

• Serve as the primary lead for escalated helpdesk issues unresolved by Tier 1/local IT support.
• Assign, track, and ensure the timely resolution of helpdesk tickets in accordance with established SLAs.
• Document resolutions, flag recurring issues, and escalation complex problems to the Project Lead and Government PMs as needed.
• Provide technical guidance and mentorship to junior helpdesk staff.
• Maintain and administer USAidam systems (SailPoint, Okta, related infrastructure) in test and production environments.
• Conduct routine patching, security updates, and system health monitoring.
• Troubleshoot and resolve issues related to workflows, connectors, integrations, and custom scripts (e.g., AWS Lambda, PowerShell).
• Support migration, integration, and onboarding activities for new applications and users.
• Work closely with application owners, project managers, and stakeholders to resolve access and integration issues.
• Update and maintain job aids, FAQs, and training materials for end users and helpdesk staff.
• Identify and recommend improvements to helpdesk processes and user support materials.
• Participate in regular reviews of helpdesk performance and recurring issues to drive service quality.
• Maintain accurate records of system changes, incidents, and resolutions in the designated ticketing system.

Required Qualifications:

• Ability to obtain and maintain a Secret Clearance.
• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 3+ years of experience providing Tier 2 or higher technical support in an enterprise IT environment.
• Experience supporting identity governance and authentication platforms (e.g., SailPoint, Okta).
• Strong troubleshooting skills with workflows, connectors, and integrations.
• Excellent communication, documentation, and customer service skills.

Please note this position may require access to sensitive and/or confidential data, it is the responsibility of the employee to acknowledge and adhere to BE’s Ethics and applicable security policies addressing the acceptable use of information system resources.

BruckEdwards is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.