IAM Helpdesk Lead - Tier 2 Support

Yulista Integrated Solutions LLC; Washington (District of Columbia); On-site; USD 95,000 - 130,000; Full time

Job summary

StraitSys Inc. seeks a Tier 2 Helpdesk Lead to support the DOJ EOUSA OCIO CSS USAidam program in Washington, DC. You will lead the Tier 2 Helpdesk, escalate complex IdAM issues, and coordinate with DevOps and SMEs to maintain SLAs and improve end-user support.

The role emphasizes documentation, training materials, and user communications, with the Tier 2 Lead designated as Key Personnel. Strong collaboration with stakeholders and Government teams is required.

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 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.
• Experience troubleshooting complex technical issues and coordinating with engineering or development teams when escalation is required.
• Experience working within SLAs and managing support activities to meet required response and resolution expectations.
• 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.
• Ensure tickets are reviewed, prioritized, assigned, tracked, escalated, and resolved per SLAs.
• Provide timely responses to users and ensure activities comply with established SLAs.
• Troubleshoot and resolve technical and user-access issues related to IdAM systems.
• Document resolutions, corrective actions, and closure information in ticketing systems.
• Identify recurring issues and elevate trends to management and SMEs.
• Coordinate escalated issues with DevOps engineers and other resources.

Skills

Tier 2 support

leadership

IAM

Okta

SailPoint

customer service

documentation

ticketing systems

Education

Bachelor’s degree in Information Technology, Computer Science, Cybersecurity

Tools

Okta

SailPoint

Jira

Job description

StraitSys Inc. seeks a Tier 2 Helpdesk Lead to support the DOJ EOUSA OCIO CSS USAidam program in Washington, DC. You will lead the Tier 2 Helpdesk, escalate complex IdAM issues, and coordinate with DevOps and SMEs to maintain SLAs and improve end-user support.

The role emphasizes documentation, training materials, and user communications, with the Tier 2 Lead designated as Key Personnel. Strong collaboration with stakeholders and Government teams is required.