IAM Helpdesk Lead: Tier 2 Support & Escalations

Yulista Holding, LLC; Washington (District of Columbia); On-site; USD 85,000 - 115,000; Full time

Job summary

Yulista is seeking a Tier 2 Helpdesk Lead in Washington, DC to manage the USAidam Tier 2 Helpdesk operations. You will act as the primary escalation point for complex IdAM issues and coordinate with Government PMs, contractors, and engineers to ensure timely resolution and documentation.

The role requires strong leadership, IAM experience, and solid knowledge of ticketing and SLA management, with collaboration across stakeholders to drive continuous improvement in end-user support.

Qualifications

• Demonstrated experience providing Tier 2 or higher support in an enterprise IT environment.
• Experience leading senior-level support within a technical helpdesk/service desk.
• Experience with IAM/IdAM systems and enterprise ticketing processes.

Responsibilities

• Lead day-to-day operations of the Tier 2 Helpdesk for USAidam.
• Escalate and coordinate complex issues with technical SMEs and DevOps.
• Ensure tickets are reviewed, prioritized, tracked, and resolved per SLAs.
• Document resolutions and update user guides, FAQs, and training materials.
• Support authentication issues across Okta and SailPoint integrations.
• Collaborate with stakeholders and Government personnel to improve processes.

Skills

Tier 2 support

Leadership

SLA management

Communication

Documentation

Education

Bachelor's degree in IT

Tools

Okta

SailPoint

Ticketing system

ITSM

Job description

Yulista is seeking a Tier 2 Helpdesk Lead in Washington, DC to manage the USAidam Tier 2 Helpdesk operations. You will act as the primary escalation point for complex IdAM issues and coordinate with Government PMs, contractors, and engineers to ensure timely resolution and documentation.

The role requires strong leadership, IAM experience, and solid knowledge of ticketing and SLA management, with collaboration across stakeholders to drive continuous improvement in end-user support.