IAM Helpdesk Lead, Tier 2 — Federal IT Support

Yulista Holding LLC; Washington (District of Columbia); On-site; USD 90,000 - 120,000; Full time

Job summary

StraitSys Inc. in Washington, DC seeks a Tier 2 Helpdesk Lead to oversee the USAidam Tier 2 Helpdesk, escalating complex IdAM issues and ensuring timely ticket resolution within SLAs.

You will collaborate with Government PMs, DevOps engineers, and vendor teams to improve processes, documentation, and end-user support quality. Responsibilities include leading daily operations, coordinating escalations, maintaining documentation, and providing training materials to staff.

Qualifications

• Experience providing Tier 2 or higher-level 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 managing escalated technical support requests that cannot be resolved through Tier 1 support.
• Experience working within enterprise ticketing or IT service management systems to assign, track, document, elevate, and close support requests.
• Demonstrated ability to troubleshoot complex technical issues and coordinate with engineering or development teams when escalation is required.
• Experience working within established Service Level Agreements (SLAs) and managing support activities to meet required response and resolution expectations.
• Experience identifying recurring technical issues, trends, root causes, and potential corrective actions.
• Experience developing and maintaining technical support documentation, including job aids, FAQs, knowledge articles, and/or user training materials.

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, including TechOne and local District IT helpdesks.
• Ensure incoming helpdesk tickets are properly reviewed, prioritized, assigned, tracked, escalated, and resolved in accordance with applicable service-level requirements.
• Provide timely responses to users and ensure support activities comply with SLAs established by EOUSA OCIO EOPS within the Government-designated ticketing system.
• Troubleshoot and resolve technical and user-access issues associated with USAidam systems and services.
• Ensure troubleshooting activities, resolutions, corrective actions, and closure information are accurately and thoroughly documented within Government-designated ticketing systems.
• Identify emerging, recurring, or systemic issues and elevate trends to the Project Manager/Project Lead, Government PMs, and appropriate technical SMEs.
• Coordinate escalated technical issues with USAidam DevOps engineers and other technical resources when additional engineering support is required.
• Support troubleshooting of user access issues associated with Okta and SailPoint integrations, including authentication, account provisioning/deprovisioning, entitlement, and access-related issues.
• Provide elevated support for USAidam issues that cannot be resolved by the Government's Tier 1 helpdesk within established service levels.
• Support users experiencing authentication and login issues associated with USAidam applications and services.
• Work collaboratively with stakeholders and software vendors, as appropriate, to identify and resolve technical issues and software-related problems.
• Assist with identifying potential impacts associated with system outages, performance degradation, changes, releases, and other operational events.
• Assist the Contractor team with developing, maintaining, and updating job aids, Frequently Asked Questions (FAQs), user training materials, quick-start guides, and other support documentation.
• Support user communications and notifications regarding system changes, known issues, outages, maintenance activities, and other relevant USAidam events.
• Identify opportunities to improve support processes, documentation, issue resolution, and the overall end-user experience.
• Maintain awareness of USAidam system changes, releases, enhancements, and known issues to ensure the Helpdesk is prepared to effectively support users.
• Coordinate with Contractor leadership and Government stakeholders to provide visibility into helpdesk performance, recurring issues, escalations, and areas requiring corrective action.

Skills

Tier 2 support leadership

IT service management

Troubleshooting IAM issues

Escalation management

Communication with technical/non- tech

SLA adherence

Documentation

Vendor/ Stakeholder collaboration

Ticketing systems

DevOps coordination

Education

Bachelor's degree in IT / CS

Tools

Okta

SailPoint

Job description

StraitSys Inc. in Washington, DC seeks a Tier 2 Helpdesk Lead to oversee the USAidam Tier 2 Helpdesk, escalating complex IdAM issues and ensuring timely ticket resolution within SLAs.

You will collaborate with Government PMs, DevOps engineers, and vendor teams to improve processes, documentation, and end-user support quality. Responsibilities include leading daily operations, coordinating escalations, maintaining documentation, and providing training materials to staff.