IAM Helpdesk Lead — Tier 2 Escalations & Support

Calista Corporation; Washington (District of Columbia); On-site; USD 90,000 - 120,000; Full time

Job summary

StraitSys Inc. is seeking a Tier 2 Helpdesk Lead to support the DOJ EOUSA USAidam program in Washington, DC. You will manage daily Tier 2 operations, serve as escalation lead, and coordinate with DevOps and SMEs to resolve IdAM issues.

This role requires strong communication, documentation, and SLA adherence to maintain service levels and deliver user-focused support across enterprise systems such as Okta and SailPoint.

Qualifications

• Experience providing Tier 2 or higher-level technical support in an enterprise IT environment.
• Experience leading, coordinating, or providing senior-level support within a technical helpdesk/service desk environment.
• Experience troubleshooting user account, authentication, access, application, and/or system-related issues.
• Experience developing and maintaining technical support documentation.

Responsibilities

• Lead and oversee day-to-day operations of the USAidam Tier 2 Helpdesk.
• Serve as the primary escalation point for USAidam issues that cannot be resolved by Tier 1 support personnel.
• Coordinate escalated technical issues with USAidam DevOps engineers and other technical resources.
• Develop, maintain, and update user documentation, FAQs, and training materials.
• Monitor SLAs and ensure timely resolution and communication with stakeholders.

Job description

StraitSys Inc. is seeking a Tier 2 Helpdesk Lead to support the DOJ EOUSA USAidam program in Washington, DC. You will manage daily Tier 2 operations, serve as escalation lead, and coordinate with DevOps and SMEs to resolve IdAM issues.

This role requires strong communication, documentation, and SLA adherence to maintain service levels and deliver user-focused support across enterprise systems such as Okta and SailPoint.