IAM Helpdesk Lead (Tier 2) — Identity & Access

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 support the DOJ EOUSA OCIO USAidam program. You will lead the Tier 2 Helpdesk, coordinate escalation, troubleshooting and documentation, and ensure SLAs are met.

You will work with government stakeholders, DevOps engineers, and vendors to resolve IAM issues (Okta, SailPoint), maintain user documentation, FAQs, and training materials, and contribute to continuous improvement of helpdesk operations.

Qualifications

• Experience leading Tier 2 or higher support in an enterprise IT environment.
• Experience guiding senior level support in a helpdesk/service desk.
• Experience troubleshooting user account, authentication, access, and system issues.

Responsibilities

• Lead and oversee day-to-day operations of the Tier 2 Helpdesk.
• Act as primary escalation point for issues unresolved by Tier 1, including TechOne and local District IT helpdesks.
• Ensure tickets are reviewed, prioritized, tracked, escalated, and resolved per SLAs.

Skills

Leadership

Customer service

Problem solving

Documentation

Prioritization

Education

Bachelor’s degree in IT/CS/Cybersecurity

Tools

ITSM tools

SailPoint IdentityIQ

Okta Identity Engine

Job description

StraitSys Inc in Washington, DC seeks a Tier 2 Helpdesk Lead to support the DOJ EOUSA OCIO USAidam program. You will lead the Tier 2 Helpdesk, coordinate escalation, troubleshooting and documentation, and ensure SLAs are met.

You will work with government stakeholders, DevOps engineers, and vendors to resolve IAM issues (Okta, SailPoint), maintain user documentation, FAQs, and training materials, and contribute to continuous improvement of helpdesk operations.