IDAM Helpdesk Lead — Tier 2 Support & Mentorship

BruckEdwards, Inc.

Washington (Washington County)

On-site

USD 110,000 - 140,000

Full time

10 days ago

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Job summary

BruckEdwards, Inc. is seeking an experienced Helpdesk Team Lead to serve as the Tier 2 lead for the Identity and Access Management (IDAM) Helpdesk, providing advanced technical support and leadership.

The role requires guiding escalations, managing tickets, and mentoring junior staff while maintaining systems like SailPoint and Okta, with emphasis on authentication and access governance for government-related IT services.

Qualifications

3+ years of Tier 2+ enterprise IT support experience.
Experience with identity governance and authentication platforms (SailPoint, Okta).
Ability to obtain and maintain a Secret Clearance.
Excellent communication, documentation, and customer service skills.

Responsibilities

Lead escalated helpdesk issues and ensure timely resolution per SLAs.
Document resolutions and escalate complex problems as needed.
Mentor junior staff and maintain USAidam systems in test and production.
Patch, monitor, and maintain system health; troubleshoot workflows and integrations.
Support migration, integration, and onboarding of new applications and users.
Coordinate with application owners and stakeholders to resolve access issues.
Maintain records of changes and incidents in the ticketing system.